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Partners are not clear about Swiggy finance processes

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Partners are not clear about Swiggy finance processes

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The taxation filing process is not clear to the partner which leads to the Partner escalating issues and being dissatisfied

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The taxation filing process is not clear to the partner which leads to the Partner escalating issues and being dissatisfied

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Unavailabilty of single SOP/Ready reckoner around financial aspects for the POCs as well as the Partners which leads to increase number of queries with high TAT

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Unavailabilty of single SOP/Ready reckoner around financial aspects for the POCs as well as the Partners which leads to increase number of queries with high TAT

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How may we enable partners with more clarity around Swiggy Finance processes? 

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How may we enable partners with more clarity around Swiggy Finance processes? 

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1. Share finance calendar with partners, via partner/owner app. (Taking care of GST filing, TDS/TCS, long weekend payout miss etc)
2. On each of these instances, link can redirect to the respective FAQ page/video to explain entire process around the same.
3. Ready reckoner videos to be shared with partners around processes.
4. Outsource the entire finance transaction piece who will tk up the headache of ensuring restro compliance.
5. Build a Bot who will be intelligent enough to guide them & charge them on usage of bot in future.
6. Every city to have Swiggy finance POC who will be the front face of solving these issues for partners.
7. Collaborate with Govt of India, where we ll directly transact with them and partners can simply monitor via our portal. Sell this portal, monetize it to make more money.
8. SPOCs to have monthly tests on finance processes to test their knowledge.
9. Topper of the test to get additional 5 points in incentive.

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Lack of knowledge of the PS team to handle partner queries as well as give information about payments which will flow in the following week

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Lack of knowledge of the PS team to handle partner queries as well as give information about payments which will flow in the following week

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How might we make a simpler SoP on all finance aspects for POC and for partners

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How might we make a simpler SoP on all finance aspects for POC and for partners

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- Finance section in Partner app as a single window for the partner to raise all queries
- single field facing fin representative, capable of answering all finance questions rather that routing to others
- chatbox as a means of ticket creation query resolution
- on call walkthrough for partner at cost
- Fewer people involved in query resolution
6) intuitive website, app for finance extremely easy to use

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How might we make simple the tax filing process to avoid poor cx

1) Have an agency like cleartax in place to mediate between partners and swiggy
2)Have a ticket process for all tax related queries to one common id
3)Nudge partners with prerequisite of filing to smoothen the process
4) have a helpline for partners with scarce resources
5)Try and create a  google form and help with e fillings ,avoiding paper work
6)An FAQ doc present on the partner app which encompasses all queries bucketed under multiple possible cohorts
7)Videos simplified to the simplest level regarding step by step action file their taxes
8)System to proactively query partners for TDC certificates
9)interface with partners auditor to directly share and exchange details, asks
10) TDS figure displayed on App
-11)identify high deviance Partners and have POCs train the partners on tax filings
12)regional language explainers
-13)dropbox as a part of single window
-14)monthly tax update mailer to share details of taxes paid and important dates

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How might we handle partner queries better/quicker and give info on their future payouts

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How might we handle partner queries better/quicker and give info on their future payouts

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1. Build city/ Region level finance support which should be available via mail/ on call to address partner finance related queries
2. SM/KAM trained to handle all finance related changes/ queries without finance team support with penny drop validation.
3. Separate finance division under the PS team to support partner on finance issue which will help the partner have the right query addressed.
4. Chat bot available for finance related queries for partner to have their simple queries addressed.
5. Owner App showing next week payout details.
6. Pending payout from the partner For ex Packaging, Utilities, Ads deduction should be show in advance to the partner.
7.Create a city level forum keeping identity discrete so anyone could answer to a partner query in a lesser tat
8.Auto reply to partners during non working hours ensuring that the concern with be addressed at the earliest
9.Offering partner a credit line or deduction threshold for any week in a quarter he may need , basis his GMV to strengthen the association
10.Change of bank details must be allowed with an OD verification on both email and phone immediately and the same must be set in our servers to avoid holding payments in the middle of the week
11.Regular PS training around new financial aspects

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Partner support process flow integration on the partner app

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Partner support process flow integration on the partner app

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Regular PS training around new financial aspects

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Regular PS training around new financial aspects

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PS POC ranking- Have regular assessments basis which assign ranks to the PS POCs and basis complexity of issues, have a group of PS POCs only handle tough problems. 

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PS POC ranking- Have regular assessments basis which assign ranks to the PS POCs and basis complexity of issues, have a group of PS POCs only handle tough problems. 

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Videos simplified to the simplest level regarding step by step action file their taxes 

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Videos simplified to the simplest level regarding step by step action file their taxes 

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-  System to proactively query partners for TDC certificates
- interface with partners auditor to directly share and exchange details, asks
- TDS figure displayed on App
- identify high deviance Partners and have POCs train the partners on tax filings
- regional language explainers
- dropbox as a part of single window
- monthly tax update mailer to share details of taxes paid and important dates
- tie up with clear-tax, Auditing service

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An FAQ doc present on the partner app which encompasses all queries bucketed under multiple possible cohorts

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An FAQ doc present on the partner app which encompasses all queries bucketed under multiple possible cohorts

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* SOP to be standardized for a particular span of time to maintain relevance for partners as well as SPOCs.

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* Partner/owner app to become one stop solution for finance specific issues. Same to have links to documents/videos explaining entire SOP step by step.
* SPOCs (for promotion from SM to KAM, or KAM to SAM) should clear the finance test conducted around SOP & Finance know-how.

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Regional Finance labs to be conducted every 2 months to make change/amend/improve/course correct SOPs

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Regional Finance labs to be conducted every 2 months to make change/amend/improve/course correct SOPs

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1. Share finance calendar with partners, via partner/owner app. (Taking care of GST filing, TDS/TCS, long weekend payout miss etc)
2. On each of these instances, link can redirect to the respective FAQ page/video to explain entire process around the same.
3. Ready reckoner videos to be shared with partners around processes.
4. Outsource the entire finance transaction piece who will tk up the headache of ensuring restro compliance.
5. Build a Bot who will be intelligent enough to guide them & charge them on usage of bot in future.
6. Every city to have Swiggy finance POC who will be the front face of solving these issues for partners.
7. Collaborate with Govt of India, where we ll directly transact with them and partners can simply monitor via our portal. Sell this portal, monetize it to make more money.
8. SPOCs to have monthly tests on finance processes to test their knowledge.
9. Topper of the test to get additional 5 points in incentive.

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Incentivizing PS teams basis resolution (number and accuracy) 

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Incentivizing PS teams basis resolution (number and accuracy) 

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Quarterly competition for PS teams around resolution,knowledge and support.

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Quarterly competition for PS teams around resolution,knowledge and support.

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10. Collaborate with ICAI and make all CAs explain our finance system & policies.