In Conversation with Puneet Sharma, Founder, Zoop

What specific challenges did you face during your train journeys that inspired the idea behind Zoop?

While travelling by train, I often struggled to find hot, fresh meals, especially during my frequent trips between Delhi and Indore while pursuing my MBA. I had to rely on relatives at specific stations for homemade food or settle for packaged snacks and drinks from station vendors. This inconvenience motivated me to find a solution, and with my background in Sales and Marketing from various reputable companies and startups, I was able to create Zoop.

How did the transition from considering a restaurant to launching a train food delivery platform happen? What were the key factors that influenced this shift?

After finishing my Commerce degree in Delhi and my MBA in Indore, I was set on opening a restaurant in Indore, focusing on North-Indian cuisine. However, I noticed a significant gap in the train travel and food. Despite the popularity and comfort of train journeys, there was a lack of safe, fresh, and hygienic meal options. Many travellers, whether on short trips or long journeys, faced this issue. This challenge inspired me to pivot from a restaurant concept, which would serve fewer people, to a train food order and delivery platform that could cater to a larger number of travellers at once.

What were the primary obstacles and benefits in obtaining the IRCTC certification? How did this certification impact Zoop’s growth trajectory?

When I started Zoop in 2016, delivering food inside trains was a completely new concept. We spent a lot of time developing the right processes and technology, creating a basic website, and taking orders through the website and calls. We even distributed leaflets outside two railway stations to spread the word, as people were unaware of such a service. At the same time, we were in touch with the Railway Board and IRCTC to get our model recognized since it was neither officially permitted nor prohibited—we were only delivering food, not selling or hawking at the stations. Luckily, in 2016, the Railway Ministry introduced the IRCTC e-catering policy, and we quickly applied, met all the criteria, and became a national online food aggregator. This ecatering IRCTC certification gave us the authorization we needed and boosted trust among train travellers, which significantly accelerated Zoop’s growth from delivering XX meals in 2016 to XX this year.

How does Zoop generate revenue? Can you outline the revenue distribution among Zoop, restaurants, and IRCTC?

Zoop charges commissions to restaurants on orders placed and delivered and similarly IRCTC also charges fees / commissions as percentage of order value to Zoop for all these orders.

Could you detail Zoop’s logistics and delivery process? How do you ensure timely and hot food delivery to passengers at various stations?

At Zoop, we’ve streamlined our logistics and delivery process using technology at every stage. We provide separate mobile apps for our restaurant partners and delivery personnel, helping them stay on top of train schedules and avoid delays. Once a passenger places an order through a call, WhatsApp, Instagram, our app, or website, our delivery process starts. We make sure that everything from food preparation to packaging and delivery is done smoothly and on time, so passengers get their meals hot and hassle-free.

How does Zoop uphold food quality and hygiene standards across different restaurants and stations? What procedures are in place to address customer complaints?

At Zoop, we collaborate with FSSAI-certified restaurants to maintain high food quality, safety, and hygiene for train passengers. We currently partner with over 2,500 restaurants, cafes, and food outlets, working closely with them to ensure reliable packaging and uphold quality standards.

To handle customer complaints, we offer support through our WhatsApp chatbot, phone number, and email. Each concern is assigned a unique ticket ID and addressed promptly for quick resolution. We take customer feedback seriously and strive to improve our service across India.

What strategies does Zoop employ to attract and retain customers? How does Zoop measure customer satisfaction?

Zoop uses a variety of strategies to attract and keep customers, primarily focusing on innovation and technology. We enhance customer service by leveraging tech tools to reduce food-related hassles on trains. This includes our food delivery service, train tools, and a presence on popular social media platforms like WhatsApp and Instagram. We also use chatbots for quick responses. Recently, we introduced a live train status check feature, allowing passengers to check the next stop and order food easily. These efforts aim to make train journeys more comfortable and boost customer satisfaction.

How do you assess the potential of the Indian train food delivery market? What factors contribute to its growth?

To assess the potential of the Indian train food delivery market, consider the impressive 134% increase in passenger numbers and the fact that, on average, 12.38 lakh tickets were booked online daily in FY 2023-2024, according to the latest IRCTC annual report. The recent partnerships between IRCTC, Swiggy, and Zomato highlight the market’s potential. With 17 aggregators, including Zoop, providing food on trains across numerous stations and trains, the IRCTC e-catering ecosystem is expanding. Additionally, train travel remains a popular choice for Indians, whether for solo, family, or group trips. This growing demand, along with evolving consumption patterns favoring convenience and an increase in religious travel, significantly contributes to the sector’s growth.

Who are Zoop’s primary competitors? How does Zoop distinguish itself from other market participants?

Our main competitors are Zoop and Swiggy, who have recently entered this sector and already enjoy significant popularity in India’s food delivery market. Despite their strong start, we’ve been specialising in IRCTC food order delivery for 9 years and have a strong presence across over 200 train stations and 5,000 trains. This extensive network is a key factor that sets us apart. Additionally, our presence on multiple platforms, train tools and recently launched live train status check gives us an extra edge, helping us stay ahead in the industry.

What are Zoop’s growth plans? Is there a desire to expand into other segments of the food delivery industry?

We are on a very aggressive expansion plan right now to cover more than 250 stations by the end of this year. Currently, we are focussing on train food deliveries only.

How do you predict technology will impact the future of train food delivery? What technological advancements is Zoop contemplating?

Technology has already improved train journeys, from e-ticketing to e-catering. Looking ahead, advancements like AI and personalisation will likely make online food order in train even more convenient and innovative, ensuring a more comfortable experience for passengers.

What have been Zoop’s significant challenges? How were these challenges addressed?

Zoop’s biggest challenge was reaching the train travellers. Over time, we addressed this by implementing new technologies, enhancing our online food delivery service, and adding features like train tools and chatbots. These innovations helped increase awareness of our train food service.

What is Zoop’s long-term vision? Where do you see Zoop in the next five years?

Our goal is to become the top choice for travel meals in India,  enhancing passengers’ experiences on Indian Railways. Looking ahead,  we intend to serve 5 Lakh meals daily, solidifying our position as the go-to service for train food.

RAPID FIRE

Who is Puneet Sharma in the Industry in one line?

From being a train traveller to providing numerous passengers with a comfortable ride, Puneet Sharma transforms train travel by ensuring every traveller enjoys safe and hygienic meals, making journeys more pleasant and convenient.

Is a biography to be written or a biopic to be made on Puneet Sharma?  What would be the title?

It should be –  On Track with Puneet Sharma: A Journey of Innovation in Train Travel

Other than this what career would you have loved to do?

If I hadn’t launched Zoop, I’d have pursued my passion for food and opened a restaurant in Indore, focusing on popular North-Indian cuisines. So, I would have been a restaurant owner.

One Line for Zoop?

Since 2016, Zoop has revolutionised train dining with top-notch, hygienic meals, setting the standard for comfort on every journey.