Singaporean

Deliveroo Singapore's New Business Intelligence Unit To Enhance Services And Drive APAC Expansion

On-demand food delivery company Deliveroo Singapore has just unveiled their next step in their plans by intensifying their presence in Singapore with a brand new facility.

Called the Business Intelligence Unit (BIU), it will serve as a means for Deliveroo to expand to more markets throughout the Asia Pacific region, as well as to improve existing operations through data.

Deliveroo Singapore To House New APAC Business Intelligence Unit

The Business Intelligence Unit will have its headquarters in Singapore as Deliveroo seek to move their tech experts to the region.

It will be headed by Demis Bhojoo, who currently works in Deliveroo’s HQ Performance Analytics team, who will look into expanding the team with hires from across the region.

“This new unit will be hiring the brightest and the best in the region, while also looking for new partnerships with local businesses. In time we will have a footprint in multiple markets and we are very excited about Deliveroo’s continued expansion.” – Demis Bhojoo

The BIU recruitment may even see a separate office be located in Hong Kong for staff there.

Deliveroo
Image Credit: Deliveroo

Deliveroo has laid out three main priorities for the Business Intelligence Unit – boosting rider earnings, helping restaurants grow, and to deliver the best service for customers.

To do this, the BIU will be examining local food trends, habits, tastes, and local restaurants. At the same time, they will be looking onto ways to enhance performance for riders, restaurants, and consumers.

Deliveroo will also look to identify local Singaporean brands and companies to enhance their service offering.

On the rider side of things, the BIU will be aiming to drive optimisation of rider fleet size to better predict how many riders are required at any given time, and any given location.

On top of that, the unit will also be working with restaurants to provide them with operational data and metrics to increase efficiency, as well as optimise restaurant selection for customers.

A Proven Track Record

The creation of a Business Intelligence Unit is not new to Deliveroo. A similar unit was created in the London headquarters, and the team managed to make significant improvements to operations.

Through reviewing data of customer interactions, such as buying behaviour, they built a solution for the Customers Service and Customer Product teams to streamline interactions with customers.

This has led to a 25% increase in customer satisfaction ratings and 80% of customer’s calls and chats were answered in less than 15 seconds every hour.

“APAC is a vital market for Deliveroo. By increasing our expertise in the region we will be able to offer the best possible service to riders, restaurants and customers. Deliveroo is always seeking opportunities to innovate and expand, with the aim of providing new and exciting food options for customers, great flexible work for riders and support for local restaurants.” – Deliveroo’s General Manager in Singapore Sid Shanker

Hopefully more than just having our calls and chats picked quicker, this will also lead to our food deliveries arriving faster.

 

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