The 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.”

— Alex Ng, Head of Commercial, Wallets and Payments, foodpanda

The 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.

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.

 

The 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%¹ 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.

3.3 %

increase in payment success rates.¹

42 %

of restaurant merchants lack a formal fraud prevention strategy.²

$ 86 B

expected online food and drink sales in the U.S. in 2023.³

foodpanda team in a meeting in a boardroom

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.

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  1. https://www.youtube.com/watch?v=IoIKILdib6s
  2. 451 Research
  3. Forrester