How to Revolutionize the E-Grocery Customer Experience? Yango Tech Webinar

so guys feel free to post the comments in the comment section at any time as well at the end we are going to have a q a section so you will have a chance to ask the question and possibly even join us on Zoom to uh ask your question with the voice rather than with the comment we do appreciate all the reactions and all the comments so that we have a feeling that uh the uh we're saying something interesting to the audience is that we can't hear you guys so yeah comments and reactions are very

much appreciated so the subject of this webinar is uh on the screen how to revolutionize the e-grossery customer experience or in simple words it's all about the client app but of course Client app doesn't exist in Wacom so we will touch up on the all the other subjects so let's begin Anastasia can we have next slide perfect so we'll cover three main uh blogs first we will go through the consumer Trends which affect the e-grosery uh and in particular which are important for the client app then the main challenges for the e-grosery retailers and then

we will talk about the strategies uh which we shall Implement and utilize to uh cater for our customers better and to enhance the customer experience okay let's go next slide so uh quick introduction so here is myself Eugenie I'm a chief operating officer of uh Jango dele Tech so I'm overseeing all the uh operations uh of uh Tech and travel a lot around all the regions and witness with my own eyes how our partners use our white label client up and talk to the customers all around the world a lot and here is Christianity would

you like to say a few words about yourself yeah I'd rather I would love to first of all I'm really appreciating meeting you all here today unfortunately I cannot see you but thank you very much for joining us I'm from the tech and product team I'm head of product implementation I've got uh more than 10 years of experience as a product manager and right now me and my team we are in charge of implementing new scenarios and developing our uh product platform and new services so we can um uh get new clients new scenarios and

help you grow your business together with us so I'm really happy to join you today perfect okay uh so uh the EG Grocery Market the grocery world is growing exponentially it's uh estimated to uh the uh over uh two uh trillion dollars which uh is this number which is even a hard to uh pronounce by uh 2013 the uh it is estimated that over 20 percent of the groceries spend will be uh online by 2025 and the uh annual growth rate is over 25 worldwide of course we can see much higher rates in uh certain

countries uh at uh this moment where the markets are emerging next slide uh so what will drive the growth of the e-grosity in the coming years and as per the research kindly provided by uh Oracle and uh Accenture that we understood that the convenience is one we know that the convenience is one of the main factors so 90 of the respondents uh said that uh ability to shop quickly and easily are extra important for uh people when they are buying groceries and 40 said that they [Music] um uh would that they really value their customer

experience and they would choose uh different provider once you fail with your customer experience this is uh that means how important it is next slide so uh 30 of the respondents uh uh said that uh personalization uh is very important for them and uh that they want uh the companies to predict what they want this is becoming more and more uh important in the digital world as uh in uh our world on one hand we don't have the opportunity to actually put items on promotion physically and adjust the Shelf sizes uh however we do have

a digital tools where we can show send push notifications and really uh play with our digital real uh real estate which in many uh times is even more flexible than the real world real estate and here the artificial intelligence and machine learning Technologies are really enhancing this uh customer experience uh helping us to cater for the customers more making more revenues per customer as well as satisfying uh their cash customers next slide and of course uh the variety 40 uh of uh respondents said that they value variety a lot and variety also in terms of

the availability we all know that when we go to our favorite uh grocery uh store we most of the times we go there with a particular goal of finding something and it's very frustrating when you aim to get something and you don't get it and also if you actually aim to get it you buy it but then it's out of stock and grocery provider you grocery provider offers you a substitute or even doesn't deliver it so those are the aspects which we're focusing on okay next slide uh so a quick slide about us about how

do we know all of this and why we are qualified to talk about it we have built our very successful uh e-grosity business which is uh uh uh hundreds of millions of dollars of annual run rates and that business is growing uh let's put it this way over uh 30 40 uh year on Year and that business is profitable so this is a pure online operation and a short while ago uh we started to offer exactly the same technology for our platform partners and now there is also hundreds of stores of our partners who are

powered by exactly the same technology all around the world outside of our uh whole market and that means that we do have a very unique insights into the e-grosery and we see uh how it actually works from the inside uh next slide so uh our software uh so what actually do we have what uh the Technologies which we uh which we have uh today we are going to be focusing on the White Label client up of course in the uh Home Market we have uh uh our own branding so and in the other markets around

the world we uh provide exactly the same app of course with the certain featuring and adjustments and tailoring to our partners uh under their own brand uh we do have the product information system uh which actually feeds uh all the uh images uh hotels and product description of the client up in the real time as well as the core of uh our technological solution the uh inventory system or uh warehouse management solution which in real time fits all the stocks and uh basically how many items are there on the shelves to the clients so they

can buy exactly what is on the shelves and won't be frustrated if they uh buy something and it's not in stock uh our Erp solution which manages all the prices and supplier relationships and of course uh our WMS is connected to our pick it up so all operations are automated and The Last Mile solution which enables us to deliver uh fast uh to the customers next slide please um so how do we enhance the growth of the e-grosity with the client up what are all the client up placing this and I think uh here I

shall hand over it uh toxini and uh I will uh just uh add a few bits and pieces uh every now and then over to you now okay thank you so much for the introduction and thank you so much for the trends we'll need them today totally they're very important uh by the way it's a webinar here so we're not only sharing our knowledge and our expertise here we would like to hear from you about your challenges about your complications about what's going on with your businesses what are you struggling with or what are you

searching for so please share your thoughts uh if you have some idea or some comments or some question please put it into comments we'll have a q a session in the end so we'll talk about all the challenges you're going to mention we invite you to participate and to share your experience here uh so uh let's begin with the challenges as we see them in our own experience and in the experience of our clients um to make our talk today easier we suggest talking about these challenges uh by funnel so normally on each uh funnel

step there are some complications there are some challenges so here are all of them uh like completely put and we'll suggest today solutions that based on our expertise can help with these challenges next slide please uh so let's begin with the acquisition uh from our experience we understand that it's important for both cucumbers uh who usually have a new brand and they need to get new audience and it is also important for the retailers because the one of the main challenges is how to bring people from offline to online but it's not always about bringing

from one place to another it's always about here so online can bring you extra sales uh last last moment sales whatever so uh you need to make people adopt this online you scenario and the simplest solution is to offer for the newcomers to your client up something uh something great to them for instance you can offer a newcomer new a new customer discount next slide please uh here's some thoughts on the uh this uh discount what's important you need to make some unique offer to break the barrier of the first purchase so uh when people

when customers first meet your app uh they see some products they may like some products but if there is a barrier to order something because they don't know what's how your service is working what's going on so this uh their first experience should be appealing to them and one of the things to do is to offer them free delivery or offer them some discounts so they will they will be thinking of it like I don't know like a flyer you know flying so so it's some perfect deal for them today what's important here uh some

technical stuff you have to think of it's important that uh uh this scheme should not be fraudulent so uh you need to really check that this is a new customer uh and you're offering him this uh discount one time or several times for instance for uh three first purchases another thing is to think about uh customers can buy a lot of stuff because it's uh nice for them to have a discount on the products so we suggest you to uh or put some value threshold on the cards so the discount can start from the cards

beginning I don't know from ten dollars for instance up to uh three thousand dollars three thousand is too much maybe 300. okay let's move on to the next part now okay uh you've got new audience uh and uh the most important next step is Activation so here is like first several purchases Upon Our experience and upon experience of our clients is the most important the most crucial part you need to build trust you need to uh make people uh the first order and to understand how your service works uh it's not only about their app

experience but their whole experience how quickly will the order will be picked how you will deliver this so these first steps are really really crucial and here are some ideas on how your client app can help to provide this trust so we suggest um I'll be making today a lot of analogies uh between offline and online so when you come to the grocery store in offline you can see the product you can touch it you can feel it you can learn about it contents for instance if you're having some allergies or whatever it's important for

you to know what's inside it's important for you to see uh is this product appealing to you and you need to provide the same experience for your customers online so we suggest you put several photos you make them nice you think of how to order your products better we totally suggest to put a video because video shows how is it in real life and uh it may make the products even more appealing so you need to help people experience something like physical feel so how this product uh will be so you need to ensure your

customers they know what they're buying it's not like some picture it's a real life product uh it's certainly important to put a nice neat uh labels nice neat names of the products if you have some technical names in the in your Erp system for instance provided by your supplier we suggest you to make a recognizable uh easy to read names so the customer can find what you need he or she needs uh the next slide please and another really cool feature is to help people find the products with particular ingredients or without particular ingredients for

instance if they have allergy or if they want something vegan or Eco or whatever so we suggest you to put some functional marker points and we suggest uh you to introduce an opportunity for your customers to choose which components are important for them so your client up will show them on the products and will help to make the decision from our experience this is really really crucial when people thinking of adding something to cart so this thing is totally encouraged people to make a better conversion from just browsing your app to adding products into cart

and in the end to buying them because they know they okay they don't know yet but they can see and feel how the products are and they are trusting you more next slide please okay retention retention is always about meeting expectation is always about not only meeting but exceeding expectations of your customers you need uh to make uh their experience you need to think of them um either them uh to understand that you care about them so uh it's it's not only about building trust but it's like building a long-term relationships to help people uh

to encourage people come more often to you and here comes all the great stuff that Jenny was talking today already about ml AI about all those cool online features that you never can provide in offline next slide please uh just imagine uh you come to the offline store and you see a personal stall by your name with your with your products that you normally buy uh with some personal discounts with some personal touch I guess you'll love it and that's what you can easily provide with your online app because you can introduce simple features like

the order history uh the products that you've bought before it's really simple you know what your products orders uh in your app and you just add this as a separate category and um customer opens your app thinking of what should I buy for instance she's adding some milk some bread and then he sees he or she sees this category and they think oh well I've ordered this great cupcake last time I'll just add it to my card because why not I loved it another thing is my favorites it's uh this signal is even more important

that the water history because it gives you the signal of what people like about your app what people like about your products what they love most you can use these signal for a lot of things we'll be talking about them a little bit later but now just remember that likes are really really crucial to build cool things cool mechanics inside your app and to boost your revenues so uh now we are talking about retention so uh summarizing you're just making the app personal to the customer and we know that uh about uh 20 of regular

customers use these favorites and sometimes this favorites build up to one third of the card and it's quite a lot of a lot of money you can gain next slide please uh so uh we are speaking a lot about my favorite slide ever this is my favorite slide ever oh yeah I love it also so we are speaking a lot about some pictures some fancy images about videos about mechanics but uh all this is useless if you do not provide like the very service you are going to provide if you are not delivering what you

uh what you said you will deliver to the customer uh imagine you're coming to offline store you're trying to you're picking some products you would like to have them you would like to uh eat them or to cook something with them you are coming to the cashier and the uh person there says no you won't buy this we don't have it anymore so uh that's what normally not normally but sometimes happen in the online apps well let me just uh for a second here sure I do uh travel Road and to be honest unfortunately this

is a this is what normally happens with the grocery retailers and uh in the countries like Saudi Arabia we can see that with many of the grocery retailers over 60 sometimes over 70 percent of the orders would have missing items in them and uh with in the countries like Emirates I would say that the average would be over 30 which still is a massive number and just to put it in perspective in our partner stores and in our own stores the number of orders affected by the missing items or substitutes is less than one percent

and on the mature stores less than 0.3 percent so really uh just to put it in perspective and explain like how it is Imagine guys if you were ordering something from uh the food takeaway right if you are in London that would be delivered if you are somewhere in GCC that would be talibat and hunger station and if you are guys uh based in Africa then that could be Mr D or the other food delivery guys and you order it and then they tell you listen you just ordered burger fries I'm sorry I've run out

of fries would you like to eat the salad today right and uh of course uh how many times would you order from the service like this which substitutes what you were really eager to have tonight for something else and this is what we see in the grocery world again and again in the countries uh like the UK and in more mature markets you would rarely have the substitutes uh from uh your uh EG grocery provider however in the emerging markets in Africa in India and in the Middle East uh the this is still uh the

norm and I have uh mentioned those percentages before and it's like a we are always as a part of our engagement with our partners we always do a very simple calculation we really look at the missing items and we uh ah calculate how much of the Lost Revenue it is for the uh grocery retailer and oftentimes this is more than 20 on occasions more than uh 30 of uh their revenue is lost because of the missing items uh and I can go on and on about the reasons for this and how we solve this problem

but uh in simple terms uh this must be completely eliminated and once the problem of the missing items and substitutes is eliminated that's when the grocery retailers they experience truly the exponential growth and in the Middle East this is so rare for the providers to deliver without substitutes that whoever they are the companies who are doing this they really experience great growth even though oftentimes they struggle with their uh assortments and here like our technology of the real-time inventory comes so handy because we the client up with whatever the beautiful brilliant interface you have unless

you have the real-time inventory there and it actually ease and shows exactly what you have in the shelves and is able to deliver without substitutes uh nothing will actually help none of the retention programs none of the acquisition tactics and we of course always look at the retention cohorts this is one of the first things which we analyze when we engage with our partners and uh we see that uh really the moments you eliminate the missing items your say months six retention is uh oftentimes crosses the 30 40 and 50 meaning that if you have

brought the users let's say uh in January through your marketing then uh in June July there's still 40 of those users will be ordering let's say thousand users trade your service in January and 400 of them still would be ordered a few times a month in July from you if you don't have missing items for those providers who still struggle with this uh we can see that really out of thousands users brought in January only we would say maybe uh 50 to 100 of them would still stay six months down the line uh what do

you want to maybe highlight even more the importance of this and how do you think how do we solve these issues yeah totally that's when our or not our but technical stack all the services in this chain of delivering products uh steps in so that's why we are developing this whole system and as you mentioned before the core of the system is WMS and our WMS is a real-time Management Systems it means that it's really crucial that uh when people when customers are trying to uh buy something in your app you reserve these products uh

with your WMS so nobody else can buy them again here's the um the video on the screen that's showing uh this story about tomatoes so somebody ordered tomatoes and the next person cannot see them in ad because there are no more Tomatoes they won't get frustrated so they won't get tomatoes either way but they won't get frustrated because uh we didn't show them their these Tomatoes they couldn't buy them in the first place so uh from our experience from experience of our clients uh the uh uh reduction of missing items uh to around uh one

percent I guess because something always happens on the uh dark store so you cannot like eliminate the problem entirely but from our experience if missing items rate is low uh these can impact up to 10 percent increase in retention or otherwise loss if you have a lot of missing items and remember we've talked about the first several purchases it's really crucial that several first times you deliver the best service you can so if you each time sends less and less products as something is missing in the orders people will believe in you and uh from

our a b testing from our knowledge it's uh it can lead up to 10 loss in retention and it's it's really a lot because you can invest a lot in marketing and there will be like drained bucket problem uh with this case another important thing is uh to um and I like uh managing stocks is not all you need to do to eliminate missing items you need to buy enough stuff to serve your customers so another thing you can uh workout is to have a look at what uh people normally buy and what people like

and uh you can make some forecasts of how much items and which exactly items you need to buy from your suppliers next time and how many of them how much of each product so you'll have enough to serve everybody uh to sum up it's really important to think about this missing item problem and it's not starting in the app it's starting in your processes in starting it's starting in your supply chain in operations and in stock management uh however we had a great question from the audience uh oh yeah we had a great question from

Robert who is uh asking how the real-time inventory system works and how do you actually control the inventory of your partners and if they share the inventory with us and this is exactly the biggest problem of all the uh of the whole of the e-grosery sector and I think guys if you permit me to take the screen for a second I'll show you the one of my favorite slides about the gray stores and deviate quickly into this subject guys game you see the gray store slide oh yeah our webinar is growing our theme is growing

much I'll be uh I'll be I'll be really quick before your questions yeah yeah Robert thank you very much for for the question so uh basically uh in short yes uh we do get the inventory from other partners however it doesn't always solve the problem because they give us the inventory in the morning and during the day the customers are actually buying something so most of the times what we suggest to our Retail Partners is uh to have a dedicated area on their sites where we can Implement our elementary system and can see the inventory

in real time and most of the supermarkets in the Middle East they do have enough space for this and that's not a problem for them to decade 100 200 500 square meters and we can put quite a lot of riska use in this space because we don't need to have uh the shelves where people go and we can have our shelves three four uh meters height because this is not for the customer this is for the pickers so really in most of the case cases in the Middle East and in Africa and as well as

in India we do have this extra space in the supermarkets however on certain occasions there is simply no space or there is no space on the back room to have a dedicated so-called Darkstar area where we can see the inventory in real time and there comes the gray store model right and what we do here is that we take the inventory in the morning or in whatever time of the day the grocery retailer provides it to us and that will be more or less of the correct inventory however during the day the customers are picking

the items they're buying something and we uh while they are doing this we don't see that so we connect to their point of sale and we know of course all the barcodes so every time when the customer checks out we actually update our uh inventory system in real time and we update of course our uh client up right the problem here is that let's say you have 20 customers in the shop and they have each of them have 20 items in the basket and if my my maths is correct that would be something about 400

items in the air which are not in the shelves already but not yet being checked out so I don't have the disability of them and here the machine learning algorithm really can kick in and as we know the sales by the hour by the second by the minute we can predict uh what items could be there and make sure that we Supply uh those items enough of those items in the store so this is our machine learning and outer uh ordering algorithm and the advantage of our system here is that of course we know the

sales and the Talks by the hour and that enables us to predict the demand with a much higher position than all the other well-known uh demand prediction companies as well as to of course feed it into the replenishment system and in many occasions even order it uh automatically I'm sorry for taking over their uh client up beat with my favorite operational uh stuff so senior back uh yeah let's get back on check because our team is saying that we don't have a lot of time and we need to talk about a lot of a lot

more stuff and we need to leave some time for Q a session so uh please dear listeners share with us your ideas yours tips and tricks how you uh try to eliminate missing items problems or maybe you have some questions about how else you can work with it because it's like a huge team a huge theme you can talk about it in a lot of different ways and there are a lot of tools to make the life of customers and your lives easier so moving on the next step of our funnel is referral uh it's

something similar to acquisition and what's important after you've built loyalty after you've got good retention after you've got loyal customers uh a very simple thing that not everybody not every business think about but it's it's really really important it's like word of the mouth is a referral program just help your loyal customers invite others give some bonuses for them again as for the first step of the acquisition give some bonuses for the newcomers help your customers share these promo codes and maybe get some extra bonuses as well uh so you need to turn your buyers

into Advocates because people talk to people people have friends people have family and just help them share the love of your products I don't know what to say else here I guess it's so obvious and it's really simple we totally recommend you do it I think I would add like a quickly a little bit about the referral referral program uh right this is there is a untrivial approaches to the referral program where actually uh as we know statistically the person becomes like kind of if we can say so addicted to the service after he have

placed like uh from two to four orders right and given the customer experience was good of course right you delivered on time and then full right uh so uh but it takes some time for the person to get into a habit and who is the best person to actually motivate you to do to try something new this is not the marketing this is not the push notifications the best person is actually your friend most of the things we do in life we do from the recommendation right and what we can do here is we actually

can give an extra bonus to the person who recommended every single time when the person who he recommended two is placed in order we also sometimes call it the parent and the child so say my eye would be the parenting I would be the child and I would tell you please use Yan godelli and every time she places in order I get a little bonus of let's say ten dollars or whatever the currency right and when she plays the first order I got my bonus but then I'm already using this service every day so I'm

using it next time I see that I have ten dollars or whatever and then I'm saying listen use it again and I remind her and I'm motivate here and I push her to do it and that really spreads uh exponentially after that uh okay see any uh continue please yeah let's move on so now we're coming to the most interesting part and again here online has a vast major uh vast variety of techniques we cannot talk about all of them so please share if you have something else here so we are speaking about money money

is always good right so uh what's important here we need to grow average order value and we need to encourage people buy more we need to improve the frequency of buying so one very simple thing you can introduce is uh add to your client app some promo mechanics some for instance promo special promotions seasonal promotions or some events based promotions they can be sport events they can be some happenings in your city they may be some holidays uh a very simple idea for instance a person is having a party and coming for some snacks and

uh he or she opens the app sees this promotional category and she's um well I see here not only snacks but I see here Pizza Plus I see here some beer uh well I'll take off with this is cool so uh you can uh work with this future you can experiment here you can combine products to make something like sets that people would like to order together and it really really boosts I hope you see my annotating so just look at this value it the gmv so it's like growth market value so the whole amount

of money you're getting you can get up to 30 percent more if you work with these promo mechanics you need to have a content manager yes you need to have somebody who will be introducing these promo mechanics who will be thinking of how to combine products or you need somebody who will be analyzing uh what's selling good what we should remove what should we add uh what annexed events we should support here but it really works we totally recommend you do it the next slide my one of my favorite slides upsell instruments uh remember oops

annotation did not went but fine we've got here also the most important digit so it's okay so remember we've talked about likes we've talked about the history of ordering so let's get back to it based on what people like to buy based on what people uh sees like as cool products you can use all of it to build your recommendation system your upselling upselling is about putting products in the right place in the right moment so it can be some supplementary goods for particular products it can be like last minute call in the cards just

buy this this or that because you like it or if you do not have products that people uh that's a particular customer liked but you have some substitutes you can show them and you can say okay you might like it we recommend you this because you've bought these or those products and another thing I really love uh you can use another mechanic with the upsell uh for instance uh you understand your ml algorithm understand that a person is adding to the cards uh red eggs and milk and it's the morning it looks like he or

she is going to have a breakfast so why not add some why not recommend some pastries maybe some cool coffee if you uh have a kitchen or a coffee point it's a dark store you can add there just fresh coffee and to enlarge the cards of your customer they didn't thought about it previously but you thought about them you helped them to have a really nice breakfast maybe with some extra nice products and improved his or her mood improved your wallet uh it's easy and that's what you the main idea I guess of our today's

webinar is to think about customer journey of trying to put yourself into the shoes of your customer and try to understand how we will act in this or that scenario what's going on right now with the customer and what he or she needs right now how we can help them to get nice experience and to bring you money and to get back to you again because you provide a cool product enough of categories uh just what they need and you're helping them and they are helping you grow your business and actually these upsells instruments put

right uh can uh total up to 15 of all purchases so they really work if you do nice recommendations people will add your products to the cards and they will buy them so it's also driving your average order value and it's driving conversion to the uh purchase please share with us other mechanics you are using right now or you would like to try uh I guess that's the main part of our webinar so we can move to the next uh okay no no let's I was going to summarize but yeah just uh the thing uh

the simple idea is to think again of uh customer scenarios uh understand on what level of our relationship what what level of relationship you're having right now with this particular customer and to give him or her the best experience to think about uh uh Breaking the Barrier of first purchase helping to motivate to get more purchases adding extra products to the cart uh all these you have to build relationship you have to think of working with your customers as yeah as of relationships and tools or mechanics or some tech stack is just tools that help

you build it so you don't do not have to think about them as cool features you have to think about them like tools to build your relationship and to provide the best user experience make it personal about people so actually I've seen some questions there what we do provide yeah everything we've talked about today we provide with our white label Client app so we've got an experience of several years on the market we've got our own business growing and we've got a lot of customers so we run a b tests and all the digits you've

seen today that are not like something out of the blue they are based on our a b testing that are based on our knowledge they're based of the knowledge of our clients who already use our weight label app so we are thinking a lot about uh mechanics we didn't mention a lot of stuff like for instance Courier tracking uh helping uh the making this scenario of buying something the simplest and whatever so uh there's a lot more to talk about and as well as some personalization and making app special to your particular brand so uh

we do not have enough time to talk about everything so we focused on uh like some tips and tricks but yeah that's all is available with our client app so if you've got any more questions just just ask us and it's time for our questions guys thank you very much for everyone for the patience I hope it was a uh useful and entertaining and at the same time uh look uh post your questions in the comment section and as well as if anyone would like to join the zoom and have a little bit of a

conversation and ask the question uh with a voice we can send you the link in the direct message just uh send us a quick comment post a quick comment and then we'll send you a link for the uh question uh while uh you are gathering your thoughts uh I mean the video is going with a little bit of a delay so we will see your response to the invitation to the Q a in a few seconds while you're Gathering your thoughts I shall try to uh add a few more useful things um possibly so the

we have discussed the client up in all the details and all the tools and mechanics uh and we can see in the comments uh that uh oh that's uh actually actually very very interesting right so uh in the comments Rakesh is uh mentioning that uh gamification helps him to with the acquisition of the customers uh which is a very very interesting uh very interesting as like in our experience uh most of the times it's uh the metrics which we try to improve are frequency and retention and in the grocery world the the unit economics of

the of every order is very much driven by the uh average order value I mean if you put it in the simple terms right you have the cost of groceries however the markup you post uh on terms of the groceries and then you have all the overheads of picking the order however much it costs to pick back the order and delivery however much it costs to deliver the order right so uh if uh your average order value is higher that means that there is more margin uh there uh to more margin there uh for all

of these costs and then the contribution to from the order is higher so this is one of the key metrics which we are trying to to push so just uh to uh to summarize the uh so the key metrics uh which we're trying to improve with our client app is the average order value uh the frequency and the pay attention and the multiplication of essentially the multiplication of those three things gives you the absolute top line revenue the gmv uh so the more often customers they buy the frequency the more of the customers which you

acquire uh stay and the higher is their average uh transaction the bigger your gmv and the higher is your contribution or essentially the uh ultimate uh profit uh of the business and uh with all of our power is one of the first things which we do when we Implement our white label Client app is that we explain uh why those features uh matter and we start implementing and using those features uh in the order of impacts so we measure the impact from every single feature onto one of those key metrics and those key metrics are

fed directly into the financial model of our partner and this is how we activate them and this is how we uh run the terminals in the workshops with the teams of our partners who ensure that those tools are utilized okay okay actually we've got a couple of questions already so I'll announce them and we'll try to answer them so first is is younger daily launching cooked food service too I think uh they were these ones I've seen the comments and I was responding to them in the comment section I'm not sure if you see uh

all the comments uh no I don't but uh I guess I'll answer with the voice yeah no problem so I guess here is important to say that uh it depends on what you are asking because we've got modules for uh installing some kitchens or some coffee points on the dark stores or in the retailer section so uh yeah we've got technology to cook something and to deliver cooked food with God as well a lot of processes a lot of tools to work with everything like uh calculating the right portions thinking of uh how much you

need to supply something for for instance coffee or milk or whatever so yeah we've got tools for it and if you need if you'd like to learn more about it I guess you can contact evgeny or myself and we can discuss it like more thoroughly because it's again a huge theme to talk about so we've got tools and yeah we are ready to help you with installing uh some cooked food service as well do you have anything to add New Guinea yep I think I can elaborate a little bit uh more well we have few

more minutes for for our allocated slot uh on how the cooked food module works we really they take into account all the ingredients and whatever and we scan all the ingredients and they come on to the inventory system and once all of the ingredients for a particular dish are in stock then this dish is automatically listed on The Client app is available to buy and if any of those ingredients let's say you have pizza and you have pizza basis you have toppings and you have tomato sauce and if you have run out of for example

uh cheese then those pizzas which have cheese in them would automatically be delisted for the time up until you have the next supplier of cheese and it's scanned while uh for example uh if you have uh run out of the tomato sauce then all of the pizzas will be listed at the moment uh up until the tomato sauce right so the system is smart that way and we definitely uh I think we're some of the most advanced uh e-grocity uh technology companies uh who actually have a kitchen and hot food blog activated in our systems

uh I can see yes thank you as well uh rakis for your uh questions and yeah yeah I think the guys are asking uh here saying that they would love to connect again so we would love to connect with every single one of you and stay in touch and hear your comments and uh feel free to post the comments send the messages and we would like to engage and interact and we will be posting more valuable uh sharing more valuable materials we will be running more webinars and if you want one to learn more about

some particular subject please please send us the direct message the comment that really helps us to uh adjust our strategy so that we can build a better products for the grocery operators all around the world and who are providing then the better service to the customers all around the world uh as well as we of course want to share the knowledge and if it helps you uh in your business that makes us our hearts warm that our knowledge actually helped you to achieve something in uh in your business we are doing together a great thing

I guess so we're like on the on the same side with you with everybody who is listening us so yes share with us your ideas uh share with us your challenges we can just talk to each other and help each other that's great we are developing this e-grossery together so thank you so much for your time it was a pleasure talking to you at least virtually and we'd love to talk to you in person brilliant okay thank you very much uh for uh everyone who joined um thank you for your uh questions and uh looking

forward to see you again soon