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How Dineout scaled 6X, shrank customer response times 12X & blew other key metrics out of the water, all with just a single agent on support!

Written by on June 29, 2016

Dineout is India’s premier table reservation platform, operating out of 8 cities, with a listing of over 20,000 restaurants, and real-time reservation enabled at over 2300 outlets across the country. Dineout started in 2012 and introduced the concept of table reservation to India and has since emerged as the preferred online table reservation app for diners across India, seating more than 100,000 diners per month across its network. Till date, more than 3 million people have used Dineout to successfully reserve a table for themselves.

As Dineout entered a hyper growth phase in 2015-16, growing over 6X in just over a year, from 25K users a month to over 160K users a month, they started facing the kind of challenges familiar only to hyper-growth startups in booming markets.

“With our user-base growing exponentially, our customer happiness levels and retention rates were tapering off, as we contemplated how to scale our business without scaling our team and increasing costs proportionally,” reminisces Anzal, senior product manager at Dineout.

To find out how Dineout scaled 6X, shrank customer response times 12X & blew other key metrics out of the water, all with just a single agent on support:

Download the full case study here.

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