Automation and AI as digital business enablers: Winning customers with faster service

With 20 million customers and 30 million monthly visitors, online supermarket BigBasket processes around 5 lakh orders per day. Earlier, these critical workflows ran through software for approval, and Excel sheets were used to prepare purchase orders and to send POS (point of sale) by email to suppliers. Thereafter, Chennai-based technology firm Zoho helped BigBasket with a cloud-based customer ERP to remove the need for manual intervention and enhance its operational efficiency leading to savings of almost `3 crore in just six months.

McDonald’s India (West & South), in its aim to bring a seamless online checkout experience to its customers, has integrated Simpl’s 1-tap pay technology into the McDelivery platform. Similarly, Burger King India has elevated user experience and network resilience by modernising its digital infrastructure with SD-WAN technology from cybersecurity firm Fortinet.