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Cloud reduces turnaround time essential for dynamic business like ours: Zomato CTO

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As the quick-commerce growth story takes shape in India, Zomato, which just acquired Blinkit for about $568 million, feels that quick commerce is a natural extension of its food delivery business.

India’s quick commerce market is all set to witness 15 times growth by 2025, reaching a market size of nearly $5.5 billion, according to reports.

The total addressable market for quick commerce in India stands at $45 billion, and urban areas are driving this market on the back of mid-high-income households.

Gunjan Patidar, Chief Technology Officer (CTO), Zomato, told IANS that when it comes to online ordering, faster turnaround time leads to a better customer experience and improves customer retention and here, a flexible and scalable Cloud reduces the overall turnaround time, which is essential for a dynamic business like theirs.

Here are the excerpts from the interview:

Q: There has been a mixed reaction to Zomato’s newly announced 10-minute delivery model. What is the strategic thinking behind this? Also, tell us more about the underlying technology that will make this possible.

A: We have witnessed that a faster turnaround time leads to a better customer experience and improves customer retention. It’s simple, you order food when you’re hungry, so it makes much more sense to get it as quickly as possible.

The underlying technology that enables us to deliver within 10-minutes is more or less what we already do in online ordering. The real game-changer is the process at the back. Time optimisation happens at our finishing stations through both technology and operational speed. Please note that no time optimisation occurs on the road, and the delivery partners aren’t informed of whether it is a 10-minute or 30-minute delivery.

Further, no incentive is provided for timely deliveries, and neither are the delivery partners penalised for late deliveries.

Q: The recent ‘pure tech’ IPOs have failed to impress public market investors. Even globally, high growth US tech stocks are stumbling (e.g. DoorDash). What are the secular tailwinds, key upcoming business initiatives etc. which should keep us upbeat about Zomato’s growth prospects?

A: As an organisation, we focus more on long-term initiatives than worrying about what’s the current sentiment. Even during the most critical of times, more than half of our engineers are working on projects that will change the course of Zomato in upcoming years. Coming to the current situation, we feel it’s more like a global phenomenon rather than something particular to Zomato or other tech companies. It’s a market sentiment and part of a regular business cycle. It’s not the first time and won’t be the last. Every time this happens, the market takes some time to correct itself, and things eventually fall back in place.

Our long-term initiatives are customer-centric, wherein we are currently focusing on Hyperpure growth, and deeper penetration in the cities we already operate in, to name some.

Q: How are you managing to attract and retain top talent?

A: While hiring and retaining the best engineers is still challenging, Zomato has always found the right pool. One of the reasons why we’re able to do this is because we focus more on vision than skills. While skills are essential, what distinguishes great engineers from the good is how aligned they are with the organisation’s vision. And it’s something that we gauge when we are hiring for our engineering and product teams. Our idea is to get onboard the candidates who feel connected with Zomato’s mission and vision. These people are excited to change the food industry for the better, want to play a pivotal role in where we are heading, and are keen to build something that will make people’s lives easier and better.

We also highly emphasise on-the-job learning wherein they can always learn new skills that not only help in doing the current job better but also prepare them for the future. While these things help get the right kinds of people, the culture makes people stay. Getting to work on various projects at once (be it dining or food delivery or Hyperpure) or working in an open environment empowers people in many ways. For Zomans, it’s more about qualitative growth than quantitative one.

Q: How are you using AI/ML, data analytics etc. to serve the customer better?

A: Food delivery is a high-frequency business wherein we are constantly working with multi-layered problems, for example, predicting food preparation time or estimated time of arrival. Another is balancing the demand and supply of delivery partners, especially during monsoons or festivals. Since the supply of delivery partners can be unpredictable, it becomes one of the crucial problems for our data science team. Besides these, we use machine learning to personalise our customer experiences to improve their overall experience.

For example, predicting what customers may like based on their order history or which restaurants we should recommend on the homepage or how items can be prioritised on the search page is done via data science teams.

Q: Tell us about your journey on the cloud? What has cloud technology allowed you to do that you couldn’t do before?

A: We have been using cloud technology for a long time. We started this in 2014 when we first hosted our data on Amazon Web Services (AWS). It reduces the overall turnaround time, which is essential for a dynamic business like ours.

For instance, traffic may be very different at one hour of the day from the other or during special occasions like New Year’s Eve or monsoon. All these patterns are significantly different from each other, and having a cloud enables us to be flexible and optimize basis the need. It also helps in saving a tremendous cost as we don’t have to use the peak capacity every time. We can reduce it during nighttime when there are fewer orders and scale up when the demand is high.

Q: What are the qualities that make you stay ahead of the curve as a CTO?

A: One of the founding principles is to stay connected to the technical landscape, say what the different kinds of tools and technologies teams use across departments. Then, one is being aware of the pain points and arranging or offering solutions to the team faster. One should also stay ahead of the current ecosystem. One should be mindful of conversations in the market, how work cultures are evolving, what tools are being used that enhance efficiency, and what new tech innovations are happening across the globe.

You also must be on top of the organisation’s pulse at any time, what different teams are working upon, the kind of developments they have made in the last few months and the upcoming projects. We keep doing regular catch-ups or organising group events like team lunches, showcases, and off-sites to build better team morale, management and coordination.

Business

Indian Railways Introduces Discounted ‘Round Trip Package’ To Ease Festive Season Travel

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New Delhi: To avoid rush by ensuring hassle-free ticket booking experience during the upcoming peak festive seasons, the Ministry of Railways on Saturday said that it has decided to formulate a ‘Round Trip Package’ on discounted fare and rebates benefit.

The move will facilitate passengers and redistribute the peak traffic for a larger range during peak festival seasons and ensure both sides utilisation of trains, including special trains.

“It has been decided to formulate an experimental scheme named as Round Trip Package for festival rush on discounted fare,” the Railways Ministry stated.

According to the ministry, the scheme will be applicable for those passengers who choose their return journey during the prescribed period.

Under this scheme, rebates shall be applicable when booked for both the onward and return journey for the same set of passengers.

Passenger details of the return journey will be the same as those of the onward journey. Passengers can book their tickets from August 14 for the advance reservation period (ARP) date of October 13.

“An onward ticket shall be booked first for the train start date between 13th October 2025 and 26th October 2025, and subsequently return journey ticket shall be booked by using the connecting journey feature for the train start date between 17th November and 1st December 2025,” the Ministry stated.

However, advance reservation period will not be applicable for booking of return journey.

Other conditions to avail the benefits of the railway’s new special scheme are the booking shall be permissible only for confirmed tickets in both directions, total rebates of 20 per cent shall be granted on base fare of return journey only, booking under this scheme shall be for the same class and same O-D pair for both onward and return journey.

According to Railways, no refund of fare shall be permissible for the tickets booked under this scheme.

This scheme shall be allowed for all classes and in all trains, including special trains (Trains on demand), except trains having Flexi fare.

In addition, no modification will be allowed on these tickets in either of the journeys, and there will be no discounts, Rail travel coupons, Voucher-based bookings, or Passes be admissible during return journey booking on concessional fare.

Passenger can book their ticket via both online and offline modes; however, both onward and return journey tickets must be booked using the same mode (online or offline).

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Business

Sensex crosses 81,000 Mark, Nifty Jumps 157 Points On Strong Metal & Auto Stocks

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Mumbai: The Indian stock market ended Monday on a strong note, with the BSE Sensex rising 418.81 points (0.52%) to close at 81,018.72, crossing the key 81,000 mark. During the day, it touched a high of 81,093.19. The NSE Nifty also surged by 157.40 points (0.64%) to end at 24,722.75, after hitting an intraday high of 24,734.65.

Top gainers and losers

Among major gainers on the Sensex were Tata Steel, BEL, Adani Ports, TCS, Tech Mahindra, Bharti Airtel, HCL Tech, Trent, M&M, Reliance Industries, UltraTech Cement and L&T.

On the flip side, Power Grid, HDFC Bank, ICICI Bank, and Hindustan Unilever ended the session with losses.

Why the market rallied

The market’s rally was mainly driven by strong performances in the metal and auto sectors. According to experts, a weakening US dollar, strong auto sales, and positive Q1 results from key companies helped boost investor confidence.

Vinod Nair, Head of Research at Geojit Financial Services, said,

“Consumption-driven companies are showing recovery in volume demand. Also, weak US job data may lead to interest rate cuts by the Federal Reserve.”

Global cues positive

Asian markets mostly ended in the green with Hong Kong, South Korea, and China posting gains. However, Japan’s Nikkei closed in red.

European markets were trading positively, while US markets had ended lower on Friday.

Oil prices also slipped, with Brent crude falling 1.15% to USD 68.87 per barrel.

Meanwhile, Foreign Institutional Investors (FIIs) sold shares worth Rs 3,366.40 crore on Friday, as per exchange data.

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Business

India Lost ₹22,842 Crore To Cybercriminals & Fraudsters In 2024: DataLEADS

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India lost Rs 22,842 crore to cybercriminals and fraudsters in 2024, DataLEADS, a Delhi-based media and tech company, said in its report on widespread digital financial frauds in the country. The amount stolen by digital criminals and fraudsters last year was nearly three times more than the Rs 7,465 crore in 2023 and almost 10 times more than the Rs 2,306 in 2022, DataLEADS said in ‘Contours of Cybercrime: Persistent and Emerging Risk of Online Financial Frauds and Deepfakes in India.

Prediction For Cyber-Crime Frauds

The Indian Cybercrime Coordination Centre, I4C, a federal agency that liaises between state and central law enforcement, predicts Indians will lose over Rs 1.2 lakh crore this year. The number of cybercrime complaints has spiked similarly; nearly twenty lakh were reported in 2024, up from around 15.6 lakh the year before and ten times more than were logged in 2019.

The surge in the number of cybercrime complaints and the volume of money lost points to one inescapable conclusion – India’s digital crooks are getting smarter and more efficient, and, in a country with a staggering nearly 290 lakh unemployed people, their ranks are increasing.

Bank-related frauds have increased dramatically; the Reserve Bank of India reported a nearly eightfold jump in the first half of FY 2025/26 compared to the same period last year. And the amount of money lost was staggering – Rs 2,623 crore to Rs 21,367 crore. Private sector banks accounted for nearly 60 per cent of all such incidents. But it was customers in public sector banks who were worst-hit; they lost Rs 25,667 crore in all.

Why have these numbers jumped so much over the past three years?

Because of the increased use of digital payment modes – i.e., smartphone-enabled services like Paytm and PhonePe – and the sharing and processing of financial details online – via (what many believe are encrypted and fail-safe) messaging platforms like WhatsApp and Telegram.

Federal data says there were over 190 lakh UPI, or unified payment interface, transactions in June 2025 alone, and these were worth a combined Rs 24.03 lakh crore. Digital payments’ value has grown from roughly Rs 162 crore in 2013 to Rs 18,120.82 crore in January 2025, and India accounts for nearly half of all such payments worldwide.

COVID-19

Much of this increase can be attributed to the pandemic and the subsequent lockdowns.

During COVID-19, the government pushed for a switch to UPI apps like Paytm to ensure social distancing and minimise contact with currency notes, via which the virus could be transmitted.

Digital Payment Tools In Rural Areas

The government also reasoned that digital payment tools would ensure greater penetration of financial services, particularly in rural areas. By 2019, India already had 440 million smartphone users and data rates were among the cheapest in the world – 1 GB cost Rs 200, or less than $3.

Insurance sector scams were also common. These included life, health, vehicle, and general, and are becoming an increasingly lucrative option for cybercriminals, particularly as insurance companies urge customers to opt for app-based services.

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