Scaling Live Order Support Operations

Scaling Live Order Support Operations for a Leading Food Delivery Platform

A leading food delivery platform partnered with Radical Minds to manage its Live Order Support operations across multiple cities in India.

Operating in a high-volume, real-time delivery ecosystem, the client required rapid issue resolution, seamless coordination with delivery partners, and strict adherence to service-level agreements (SLAs).

Through 24×7 multilingual support, structured quality frameworks, and advanced operational governance, Radical Minds ensured smooth delivery operations and consistently maintained high service levels.

About the Client

The client is one of India’s leading food delivery platforms, operating a high-volume, real-time delivery network across multiple cities. With thousands of daily orders and a large delivery partner ecosystem, the company requires fast, reliable live order support to ensure seamless delivery operations and customer satisfaction.

Business Challenges

The client faced major operational challenges in managing live order support at scale. These included high inbound call volumes during peak hours, the need for real-time issue resolution, and supporting a multi-lingual delivery partner network across cities.

Additionally, strict SLA compliance, continuous quality monitoring, and zero tolerance for downtime made it essential to implement a scalable and highly efficient support model for mission-critical delivery operations.

Solution Delivered by Radical Minds

Radical Minds implemented a scalable Live Order Support model combining people, process, and technology to ensure seamless delivery operations.

24×7 Multilingual Support

• Voice and non-voice support for delivery partners
• Real-time assistance during active orders
• Dedicated teams for live orders, stuck cases, and cab allocation

Technology Enablement

• Advanced CRM and MIS dashboards
• IVR and dialer systems for efficient call handling
• Real-time reporting for operational visibility

Process & Quality Framework

• Clearly defined SOPs with strict SLA governance
• Real-time escalation and resolution workflows
• Continuous training, QA monitoring, and performance coaching

Operational Scale

• 350+ advisors in Noida
• 40+ specialized advisors in Bangalore
• Round-the-clock workforce management for high-volume support

Business Results Achieved

Operational Outcomes

• 6+ lakh inbound calls handled in a single month
• 70,000+ stuck cases resolved
• 50,000+ cab allocations to the Rider on Bulk Order cases closed with 100%accuracy.

Sustained Performance

• 99%+ answering rate maintained for 6+ months
• 100% accuracy in cab allocation for over a year
• 95%+ stability in order resolution within 10 minutes

SLA & Performance Metrics

• 99.9% service level(calls answered within 10 seconds)
• 95% tickets resolved within 10 minutes
• 94% process quality score
• 99.7% system availability

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