Impact
- Seamless customer checkout experience
- Higher transaction success rates
- Reduced cart abandonment
- Scalable payment infrastructure
- Enhanced operational efficiency
Products Used
- Express Checkout
- Hyper UPI
- Tokenization
Swiggy, India’s leading on-demand delivery platform, operates across nearly 700 cities and has expanded its services to include food delivery, quick commerce (Instamart), dining experiences (Dineout), and pick-up/drop-off services (Genie). To support its growing business and ensure a frictionless payment experience across its diverse services, Swiggy partnered with Juspay to address the challenges of payment success, scalability, and customer engagement.
Navigating Payment Challenges with Express Checkout
As Swiggy expanded its portfolio, managing a diverse and complex payment infrastructure became increasingly difficult. Juspay’s Express Checkout streamlined this by:
- Intelligent Payment Routing: Juspay’s payment orchestration platform allowed Swiggy to dynamically route payments based on success rates, cost, and fallback mechanisms, ensuring payments were processed efficiently and reliably.
- Centralized Payment Stack: Integrating multiple Payment Service Providers (PSPs) and Alternative Payment Methods (APMs) such as wallets, BNPL, food cards, etc. into a unified system enabled easier management and better control over Swiggy’s payment operations.
- Real-Time Monitoring: With real-time acceptance rate monitoring, Swiggy ensured payments went through smoothly, even during high-traffic periods, minimizing failures and improving customer satisfaction.
Hyper UPI for Seamless In-App Payments
Swiggy recognized the growing demand for UPI payments and wanted to provide a seamless, in-app experience. Juspay’s Hyper UPI solution delivered just that:
- In-App UPI Experience: With Hyper UPI, customers could link their bank accounts directly to Swiggy UPI, enabling them to make payments directly within the app without switching to external UPI apps.
- Simplified UPI Flow: The 6-step UPI Intent flow was reduced to just 2 steps with Hyper UPI, resulting in lower customer drop-offs and faster payment completions.
- Better Customer Engagement: With Hyper UPI, Swiggy provided a more efficient and enjoyable payment experience, ensuring customers could complete transactions without friction.
Frictionless Transactions with Tokenization
To improve the payment experience for card users, Swiggy implemented Tokenization to enable frictionless repeat transactions:
- Seamless Checkout: Customers no longer needed to re-enter payment details for repeat purchases, thanks to securely stored tokenized card information.
- Auto-read OTP: The auto-read OTP feature for card payments eliminated manual entry, speeding up the payment process and reducing drop-offs due to wrong OTP entry.
- Enhanced Security: Tokenization ensured that sensitive card details were never stored on Swiggy’s servers, meeting regulatory compliance and enhancing user trust.
Credit Facilities for High-Ticket Purchases
Swiggy wanted to make high-ticket purchases – such as corporate lunch deliveries, family dinners, large grocery orders, etc. – more affordable. Juspay’s EMI solutions helped by enabling flexible credit facilities:
- EMI for Dineout: Swiggy introduced easy EMI options for customers using Dineout, making expensive restaurant experiences more accessible.
- Brand EMI for Instamart (Upcoming): For purchases like expensive electronics on Instamart, EMI options would be integrated along with the brand, allowing customers to pay in installments, driving higher conversions for higher-value items.
Real-Time Monitoring and Insights with Unified Dashboard
To gain insights into payment data across a diverse portfolio of products, Juspay’s Unified Dashboard gave Swiggy a centralized platform for monitoring and managing payments:
- Complete Payment Metrics: Swiggy could track key payment metrics in real-time, including success rates, processing costs, and transaction failures, helping them optimize payment flows.
- Holistic View of Transactions: The dashboard provided a granular view of payment activities, from refunds and chargebacks to disputes and corrective actions, giving Swiggy full control over payment operations.
- Automated Reconciliation: Reconciliation became easier with automated matching of transaction records from multiple PSPs and bank reports, reducing manual effort and improving payment transparency.
Results: Faster Payments, Higher Conversions
- Improved Success Rates: By optimizing payment routing and offering multiple payment options, Swiggy saw higher success rates, even during flash sales and peak hours.
- Reduced Cart Abandonment: The seamless payment experience of Hyper UPI, combined with tokenization and auto-OTP, significantly reduced drop-offs during checkout.
- Increased Sales: The introduction of EMI options for Dineout and Instamart encouraged more high-value purchases, driving revenue growth.
- Enhanced Operational Efficiency: The Unified Dashboard allowed Swiggy to monitor and optimize payment processes, improving decision-making and operational efficiency.
Next Steps: Scaling Across More Markets
Swiggy and Juspay’s partnership exemplifies how a deep-rooted collaboration between a tech-driven payment solution provider and a digital commerce giant can drive innovation, efficiency, and customer satisfaction. The partnership thrives on a deep connection built on comfort, convenience, and reach, ensuring Swiggy continues to scale seamlessly in India’s dynamic digital economy.
Looking ahead, Swiggy plans to extend its product offerings to new markets and continue building innovative products for a broader customer base. With Juspay’s Payment Orchestration supporting seamless payment routing and Hyper UPI enhancing the customer experience, Swiggy is set to expand further without payments being a bottleneck. Tokenization and EMI options will continue to simplify the checkout process, while the Unified Dashboard will help Swiggy manage their operations efficiently as they continue to grow.
At Juspay, we’re excited to continue our partnership with Swiggy, helping them provide a seamless, secure, and efficient payment experience for customers across India and beyond.
