[Case Study] How EazyDiner, India’s top restaurant table booking app, completed onboarding and went live within 28 days
Originally published on WebEngage.
EazyDiner is an instant restaurant table booking platform founded in 2014 by a collective group of renowned and highly experienced chefs and hoteliers across the world. EazyDiner offers table reservations at 6000+ registered restaurants in Delhi NCR, Mumbai, Bengaluru, Pune, Chennai, Kolkata, Goa, Ahmedabad, Jaipur, Hyderabad, Chandigarh, Lucknow, and Dubai on the EazyDiner app and website with guaranteed offers.
“About 20 percent of the seats in a restaurant go vacant everyday. On weekdays, this number shoots up to 50–55 percent”, said co-founder & COO of EazyDiner, Rohit Dasgupta.
Considering the facts, EazyDiner decided to help diners make reservations at restaurants within minutes, and for restaurants to be able to offer and take bookings seamlessly.
To solve this, EazyDiner tried a couple of marketing automation tools before switching to WebEngage. But they weren’t really satisfied with the on-boarding experience. And when the start is rocky, unpleasant experiences follow. So before joining hands with WebEngage, the EazyDiner team had specific expectations and challenges.
Expectations and Challenges
1. Integration and support
Integration was the most important part of the process as nothing moves forward unless the right channels, events, and platforms (like Google Analytics, CRM, etc.) are integrated into the marketing automation platform. So the EazyDiner team wanted to complete the integration process soon and without much hassle. But due to their past experience with other marketing platforms, they were skeptical about whether we will provide a simple process and adequate support.
2. Data was strewn across multiple channels and mediums
Since EazyDiner’s user data was strewn across channels and mediums, sending out multi-channel communication was extremely challenging. They were also using various tools including CRM and social media. Integrating data from across these touchpoints and mediums was extremely challenging. Additionally, push notifications are pivotal to their business — so EazyDiner wanted to have push notifications up and running without any glitches.
The business is in its important growth stage — so the team didn’t want to go through a lengthy onboarding phase. They were expecting to have the integration completed within 5–6 weeks.
4. Specific use cases
EazyDiner had a set of primary use cases — some also required specific channel/medium integrations.
- Location-based targeting: A user looking for restaurants/offers in a particular area must get relevant communication about the restaurants in that area.
- User targeting: Personalized communication must be sent to a set of users who did or did not do a specific event.
- Multi-channel engagement: Depending on the user’s past actions and behavior, relevant communication must be sent across multiple channels.
Based on the use-cases mentioned above, EazyDiner wanted a no-frills and quick campaign execution that also helps them save their human hours. They aimed at having their integration done in such a manner that it helps them plan and execute their campaigns easily and strategically.
WebEngage at work
When the onboarding phase started with EazyDiner we stuck to a multitude of elements that ensured a customized, hassle-free onboarding experience for EazyDiner.