Back to Case studyTop Indian e-Commerce Marketplace Streamlines Collaboration with Partner Network using Zoom
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Launched in 2013, the enterprise is Asia’s largest online grocery delivery services platform. By digitalising grocery purchase transactions and facilitating doorstep deliveries for consumers, it serves both buyers and merchants in a sector, that has remained unorganised for decades. After starting its operations in Delhi, it has now reached other parts of the country including some Tier2 and Tier 3 cities.
Underpinned by a balanced mix of technology, data science, and customer insights, the company has built a strong network of partner stores that can enable fast deliveries, including some in less than 15 minutes.
The company and its branches offices coordinated with several vendors across cities and conducted regular business meetings. While this was feasible to some extent, during the pre-pandemic phase, it became necessary to use a video conferencing system for such meetings after COVID-19.
Being a globally popular communication platform, Zoom was the company’s first preference because of its custom features and ease of use on any device. On checking that the product was available as an SLA-backed solution in Tata Tele Business Services’ (TTBS’) portfolio, it finalised the decision to procure the same through our team.
Business Challenges
The grocery delivery firm has hundreds of branches across India and there was the need to coordinate with merchants and vendors in different cities for a smooth workflow. As the company’s network expanded, organising face-to-face meetings with the stakeholders was difficult. The COVID-19 crisis further put an end to the meetings.
To take its meetings online, the company tried a few video conferencing apps, but it was not a good user experience, and most of them lacked the level of security expected. The free versions of apps only allowed a limited number of participants to join the meeting.
The key challenges that made it necessary to switch to a more evolved online conferencing platform were:
- The free versions of apps allowed a limited number of participants to join a meeting.
- There were problems recording the sessions for later reference or sharing the clips with anyone who missed the gathering.
- Users, including the meeting organisers, could not share their screens and files with the participants in real time.
The company sought a user-friendly, secure, and scalable service to make its virtual meetings more productive and engaging. It also wanted more reliable uptime.
TTBS Solution
To digitalise the company’s communication with its business partners/stakeholders using an enterprise-grade app, TTBS provided Zoom in its Enterprise and Rooms versions.
Once the app was configured for the company’s employees, they could log in to it directly through an internet browser or use the mobile app version on their smartphones/tablets.
Zoom also addressed the challenges that could not be resolved by other conferencing apps.
- It could include up to 1000 participants in any video meeting with 49 videos on the screen at any given time. Such flexibility made it possible to organise webinars to convey business policies and discuss other important updates whenever required.
- The organisers could now record any session easily in MP4/M4A formats and save them on their device or on the Zoom cloud.
- Zoom came with built-in collaboration tools. One of the tools allowed multiple participants to share their screens and co-annotate for real boardroom-like interactions.
All the shared content on Zoom is encrypted at the application layer using 256-AES and the network connection to this video conferencing system uses 256-TLS encryption standard. Such attributes gave the company the security standards that are expected in its digital communication.
In addition, TTBS guaranteed uptime of 99% under an end-to-end SLA.
With its ease-of-use and meeting management features, Zoom makes online communication frictionless and offers a range of business intelligence tools to analyse conferences.
Benefits
- Zoom: Ease of usage on any device with internet browser or mobile app
- Actionable insights through call notes, reports, and polling question results
- Improved meeting productivity with screen-sharing, cloud storage, live transcriptions, and call notes
- Future-readiness to scale the service with expansion of the business network
- Multiple security layers for live communication, data sharing, and cloud storage
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