CASE STUDY foodpanda: Delivering better checkout experiences for customers internationally

Discover how foodpanda boosts business growth by improving customer checkout with seamless payments and increasing payment success rates by 3.3% in 10+ Asia Pacific markets.

Challenge

foodpanda, a subsidiary of Delivery Hero, is one of the world’s leading local food delivery companies. It has grown its footprint in 400+ cities across 11 markets in Asia since 2014.

foodpanda has seen bill sizes grow in the last few years as delivery services have become a staple in everyday life. Demand has risen and customer expectations for fast delivery, accurate orders and easy payments are higher than ever.

Customers want a smoother, hassle-free way to pay. They want to use payment methods they know and trust, and they want to bypass the time and effort of entering their card details.

“Our multi-market presence demands a partner combining innovative technology with local expertise. Visa’s agnostic global platform Cybersource delivers that.”

— Head of Commercial, Wallets and Payments, foodpanda

Solution

foodpanda wanted to keep the customer at the center of everything. Cybersource, a part of the Visa Acceptance solutions family, streamlines the checkout process, helping to ensure security while putting the customer first.

Token Management Service, Cybersource's payment tokenization offering, allowed foodpanda to:

• Swap out traditional card numbers for digital tokens. This means customers no longer have to manually re-enter their details or worry about updating expired cards, making the whole process quicker and easier. Plus, it added an extra layer of security, reducing fraud risk.
• Streamline different payment gateways, delivering local experiences on a global scale and offering foodpanda customers the payment options they prefer.

Results

After teaming up with Cybersource, foodpanda saw a remarkable transformation in its customer experience across various markets.

The checkout process became more intuitive and secure, making it easier for customers to pay, which led to a boost in customer satisfaction. With everything streamlined onto one platform for transaction information, it also simplified operations significantly.

This not only improved payment success rate by 3.3% but also made handling technical integrations and PCI compliance a lot less complicated. The end result? More successful payments, higher revenue and fewer declines, which keeps customers coming back for more and more of foodpanda's diverse offerings.

About foodpanda

foodpanda is a leading delivery platform in Asia dedicated to bringing consumers a wide range of food and groceries quickly and conveniently. foodpanda is spearheading the growth of quick-commerce across the region with its network of retail partners and is a subsidiary of Delivery Hero, a global leader of the food delivery industry.