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Shaping the future of food delivery in Oman

Vaseline 2 months ago

Talabat: Shaping the future of food delivery in Oman

Muscat grape – Since entering the Omani market in 2012, Talabat has experienced tremendous growth and played a crucial role in reshaping the sultanate’s restaurant and food delivery landscape. Talabat Oman is the winner of Oman’s Most Trusted Brand Award 2023 in the Home Delivery (Food) category for the second year in a row. In an exclusive interview with Muscat dailyStéphane Berton, Managing Director of Talabat Oman, discusses the factors shaping Talabat’s success in Oman and its role in reshaping the country’s restaurant landscape. He also delves into Talabat’s innovative use of technology, including drone delivery and AI, to improve user experiences and stay ahead of industry trends.

Talabat has once again won Oman’s Most Trusted Brand Award in the Home Delivery (Food) category. What are some key factors that have contributed to Talabat Oman becoming the most trusted brand in the country?

When we entered the Oman market, our goal was to use our technology to revolutionize food culture. Winning Oman’s Most Trusted Brand Award 2023 in the Home Delivery (Food) category for the second year is not just our achievement; it is a reflection of the deep trust our community places in us. We started our journey in Oman over a decade ago in 2012 and our goal is not only to meet daily needs, but also to provide opportunities and growth for the ecosystem in which we operate.

Can you provide an overview of Talabat’s growth and performance since its introduction to the Omani market?

Since entering the Omani market in 2012, Talabat has grown tremendously and has also played a crucial role in reshaping the restaurant landscape, increasing convenience for our customers and strengthening local businesses, in line with Oman Vision 2040. Our expansion and diverse range of services makes a significant contribution to Oman’s national economy.

Our extensive partner network includes more than 6,000 restaurants and shops, including major international brands and local companies, in addition to more than 1,500 SMEs. We currently operate in Sur, Ibra, Ibri, Seeb, Bahla, Barka, Jalan, Nizwa, Salalah, Sinaw, Sohar, Al Amerat, Braimi and Bausher, with plans to expand even further. As part of our commitment to sustainability, we are also introducing e-bikes to reduce CO2 emissions in the Sultanate. In addition, we have worked with the Environment Authority to promote and supply wild trees through the app to increase green landscapes in Oman.

How does Talabat ensure customer satisfaction and loyalty in the Omani market?

We actively seek feedback from our customers and partners through focus groups and surveys. Their insights are invaluable in identifying pain points, understanding evolving preferences, and driving necessary improvements. We are the platform for daily deliveries in the MENA region. We’re all about making life easier with our reliable and convenient solutions, simplifying our customers’ lives so they can focus on what really matters to them.

How does Talabat Oman maintain strong relationships with its partner restaurants and ensure food safety and quality for customers?

Fostering robust relationships with our partner restaurants is a priority, achieved by offering them access to a comprehensive suite of features. Talabat uses data. These include advanced payment management systems, promotional support and dedicated marketing spend, all supported by our advanced technology infrastructure. This ensures that activities remain transparent and that trust and cooperation are created. These tools and resources are designed not only to grow our partners’ businesses, but also to ensure seamless integration of food safety and quality standards across the board.

Working closely with our partners, we implement strict food safety protocols, ensuring that all offerings meet our high standards, ensuring customer confidence and satisfaction.

How has Talabat adapted its strategies to meet the unique needs and food preferences of the Omani market?

Through a deep understanding of local tastes and cultural nuances, we ensure that our offerings reflect Oman’s unique preferences and tailor our strategies accordingly.

How has Talabat integrated local Omani culture, traditions and preferences into its brand identity and customer experience?

During our 12 years of experience in Oman, we have learned what our ecosystem needs. Talabat has been working to integrate Omani culture into our brand and customer experience. Our services and menus celebrate authentic Omani cuisine, while our local initiatives reflect the community’s values ​​and traditions. We strive to be a valued member of the community and embrace and enhance Oman’s cultural heritage and vibrancy. We drive positive change by giving back to the communities we serve, and we strive for sustainability by minimizing our environmental footprint.

We focus on using our platform as a Tech4Good platform, both regionally and in Oman. Our customers can financially support local and regional charities through our ‘give back’ section in our app. Talabat Oman has connected nine non-governmental and charitable organizations to its platform since 2020. We also work with small and medium-sized businesses by supporting and promoting local eateries.

How does Talabat Oman ensure its platform remains user-friendly and accessible to a diverse customer base?

Our platform features an intuitive design and navigation, suitable for users of all technology skills. We collect feedback to continuously improve and address evolving needs so that our platform is welcoming, inclusive, and accessible to all.

What are your plans for leveraging new technologies, such as robotics, drones and AI, in the Omani market?

Talabat is first and foremost a technology platform and when a new technology comes out, we always look at how we can improve the lives of our customers, passengers and restaurants. We have a team working to find solutions that keep us at the forefront of innovation. The team is continuously working on how we can drive a step change in the customer experience with technology.

For example, Talabat Oman has introduced drone delivery in some hard-to-reach areas. Talabat’s tDrone is the region’s first sustainable commercial food delivery via drones and was developed with the aim of bringing food delivery to previously hard-to-reach or isolated areas via the Talabat app. Moreover, Talabat AI is a ChatGPT-powered artificial intelligence shopping assistant first introduced in the UAE for ‘Talabat pro’ subscribers. We introduced this feature to allow customers to search for recipes and identify ingredients to order on Talabat Mart. This ultimately simplifies and improves the customer’s shopping experience. Initially launched in the UAE, there are plans to expand ‘Talabat AI’ to Kuwait and then Oman, ensuring every market gets an optimized version.

What are the latest emerging trends and innovations in the food delivery industry, and how does Talabat stay ahead?

We stay ahead by investing in personalized experiences, forming strategic partnerships and innovating together with our partners. By adapting to changing consumer behavior, we stay ahead.