A study on

CUSTOMER’S EXPECTATIONS & SATISFACTION

from URBAN CLAP

SUBMITTED BY; SUBMITTED TO;

Km.RADHA SHUKLA Dr.SHALINI SHUKLA

IMBA 2ND YEAR CO-ORDINATOR
1180675026

BABU BANARSI DAS UNIVERSITY AYODHYA ROAD,

LUCKNOW (SESSION: 2019-20)
www.bbdu.ac.in

1
 INDEX

S.no. TOPIC Page

No.
1 Declaration...................................................................................... 1
2 Acknowledgement.......................................................................... 2
3 Introduction..................................................................................... 3
4 Literature View................................................................................ 4~10
5 Problem Identification...................................................................... 11~14
6 Research Objectives......................................................................... 15
7 Research Methodology..................................................................... 16~23
8 Data Analysis.................................................................................... 24~27
9 Result and Discussion....................................................................... 28~30
10 Recommendation & 31~35
Suggestion..................................................................................
11 Conclusion....................................................................................... 36
12 References........................................................................................ 37

2
 DECLARATION

I Km. RADHA SHUKLA Roll no. 1180675026

student of IMBA 2nd YEAR of BABU BANARSI

DAS UNIVERSITY, hereby declare that the Field
Report “A STUDY ON CUSTOMER’S
EXPECTATIONS AND SATISFACTION FROM
URBAN CLAP

is as original and authenticated work done by me.

I further declare that it has not been submitted

elsewhere by any other person in any of the institutes
for the award of any degree.

Date..................................

Place................................... SIGNATURE

3
 ACKNOWLEDGEMENT
It gives me immense pleasure to be associated with this
project. The project was a joyous learning process. The
presentation of the report in the way required has been
made possible by the way of contribution of various people.
First of all I would like to express my gratitude to DR
SHALINI SHUKLA for her kind help and encouragement.
I am very thankful to her advice, assistance, and constant
support throughout the preparation of this report. I would
like to thank my beloved teachers for their support and
confidence in me. I would also like to express my deep
gratitude to all the respondents whose response was of most
importance for the project.

SUBMITTED BY:

RADHA SHUKLA

4
 02

5
 INTRODUCTION
UrbanClap is a leading online marketplace for local services such as repair & maintenance, home
cleaning, homecare & design, pest control, packers & movers, business services, event
management, weddings & party management, health & wellness, salon, etc.UrbanClap was founded
in 2014 and it is headquartered in Gurugram.

Urban Clap is a platform to make our urban lives more fulfilling to solve our needs in a clap.Hence
the name,UrbanClap. UrbanClap enables users find any service professional like a plumber, a
wedding photographer, a yoga teacher, or an interior designer.

UrbanClap is a startup with the basic idea that someone sitting at home can hire help for a varied
range of jobs.

The company is a community of professionals providing their services to whomever it may concern.

UrbanClap is a way to change how members of the armed forces get employment which is paid
quickly. The application is available on smartphones, and it connects the specialists with the users.

The company was started by Varun Khaitan, Abhiraj Bhal, and Raghav Chandra in 2014.

Varun and Abhiraj studied together at IIT Kanpur. They shifted to the US, in 2009, to work. Khaitan
worked at Qualcomm and the Boston Consulting Group and returned to India in 2013. Surprisingly,
Abhiraj also came back at the same time.

The two college friends founded Cinema Box in 2014. This allowed travellers to stream movies on a
bus, train, or aeroplane with the aid of Wi – fi.

A familiar friend introduced them to the third co-founder, Raghav. He was a computer science and
engineering graduate from the University of California. He worked at Twitter for a bit and shifted
back to India in 2013.

The craving to open an online store made the three friends.

In August – September 2014, the three co-founded UrbanClap by putting in a total of 10 lakh.

UrbanClap connected customers to the suppliers through a quick and easy mobile application.The
company now provides services in eight Indian cities. They have around 60,000 professionals. Five
thousand five hundred requests are fulfilled every day.

About UrbanClap:

UrbanClap is an online platform to find the best professionals in different services that one can need
6
 on day to day basis. The platforms connect professionals like architects, wedding photographers,
yoga teachers, educational counselors or lawyers etc to its users. UrbanClap was founded in
October 2014 based in New Delhi.
UrbanClap Founders:UrbanClap was founded by Varun Khaitan, Abhiraj Bhal, and Raghav
Chandra.

7
 LITERATURE REVIEW

Service Quality- Service quality, customer satisfaction and customer value is a main concern in
all sectors including personal care also.

High level of Customer satisfaction is one of the important consequences of marketing activity,
“satisfaction is the consumer accomplishment response. It’s just a judgment that a product or service
feature, or the product or service itself, provides a pleasure able level of consumption – related
fulfilment”.

Guthrie, M. & Jung J. (2012) in their study women’s perceptions on home services of personal care
involves lot of trust and professionalism. As we move towards a time- poor world, where women
shoulder as many responsibilities at the workplace as at home, the whole concept of a salon where
you have to wait for ages before you can get your turn, is obsolete.Besides food &health, providing
beauty services at doorstep are plugged as one of the biggest opportunity. Professional women lead
busy lines some tend to prefer availing of such servies at home.

Likewise Urban clap, one more promising start-ups like Belita (found in 2010)does about 1,300
orders in a month(as per the survey and research done by Jai Vardhan in Sep2015).

Jai Vardhan’s one more research says that (Getlook) which is a creation of IIT-KGP graduates
Gaurav Maheshwari and Ronak Sharda, that Get Look provides the beauty services at the
customer’s doorstep within two hours.

By these findings we can say that providing quality beauty care services at doorstep is a boon for
female working professionals as well as for housewives.

UrbanClap is now Urban Company

Today, UrbanClap announced the creation of its new brand, Urban Company. The new
umbrella brand captures the company’s ambition to be a horizontal gig marketplace, with a
global footprint and leadership position across service categories, Beauty & Wellness and
Home Repairs & Maintenance.

UrbanClap was launched in Delhi in November 2014 with a handful of service professionals. Over
the past 5 years, it has expanded to 4 countries (India, Australia, Singapore and the UAE), built a
fleet of 25,000+ trained professionals and served over 5 million households.
8
 Looking towards the future, the company is clear about its vision – To empower millions of
professionals world-wide deliver services at home like never experienced before.

With the new brand, Urban Company takes a step closer towards this vision. The new brand
encapsulates the company’s strategy to offer multiple types of services at home:

1. Urban Beauty: Salon and makeup services for women at home

2. Urban Spa: Massage therapy for men and women at home

3. Urban Grooming: Haircut and grooming services for men and kids at home

4. Urban Repairs: Electricians, plumbers, carpenters, AC and appliance repair

5. Urban Cleaning: Regular and deep home cleaning solutions

6. Urban Painting: Professional home painting services

7. Other services, such as fitness and yoga at home and pest control

“It was also important for us to have a brand which is globally acceptable. From the
neighbourhoods of Darling Harbour in Sydney to the condominiums of Gurgaon, Urban Company
is a simple name with universal appeal. What remains unchanged is our commitment to offer
reliable and affordable services at home.

9
 This is enabled by working closely with our service partners, helping them with upskilling,
financing, insurance, product procurement etc., and transforming them into micro-service
entrepreneurs,” said Abhiraj Bhal, Co-Founder, Urban Company.

About Urban Company:

Founded in Nov 2014, Urban Company (formerly UrbanClap) is India and the UAE’s largest home
services company. The company offers services such as beauty and spa at home,cleaning, plumbing,
carpentry, appliance repair, painting, etc. through its mobile app and website. It operates in 14 cities
in India (including Ahmedabad, Bengaluru, Chandigarh, Chennai, Delhi NCR, Hyderabad, Jaipur,
Kolkata, Mumbai, Pune, Ludhiana, Lucknow, Vadodara and Visakhapatnam) and 4 international
markets (Dubai, Abu Dhabi, Sydney, Singapore). It has a partner network of over 25,000 hand-
picked service professionals, who are provided financing, training, and product or consumables
support. This full-stack approach helps the company live up to its promise of delivering high-quality,
delightful services at home.

10
 UrbanClap Signs Up Unicommerce for Faster Service Operations

UrbanClap, India’s leading home services marketplace, signed up with the leading e-
commerce and supply chain enablement platform Unicommerce, for warehouse management
to manage the supply chain for goods being delivered to their service partners.UrbanClap
enables consumers to hire premium service professionals, from beauticians and masseurs to
appliance technicians, carpenters, yoga trainers and more. The company has a partner network of
more than 20,000 micro-entrepreneurs who are provided product and consumables support. It has
signed up Unicommerce to streamline supply chain and logistics over a network of 4 warehouses
and 12 city stores.

Unicommerce’s warehouse management solution will enable UrbanClap to manage its warehouse
operations seamlessly. All workflows including returns, item-based picking, logistics management
etc. can be managed through an intuitive app, which can be easily adopted by the entire warehouse
staff.

The app will ensure faster operations leading to improved service levels for UrbanClap. It will also
allow UrbanClap to track inventory ensuring smoother operations.

“We are now seeing increased e-commerce penetration across not only products but also services,
and thus we are ensuring that our solutions are robust and flexible to adapt to new use cases. We
already have a very scalable platform which is used to process more than 120 million shipments
every year, and thus we want to ensure that such a scalable platform can be seamlessly deployed
across new industries and paradigms.” says, Kapil Makhija, CEO, Unicommerce.

11
 Abhiraj Bhal, CEO of UrbanClap, said, “As we scale up our operations, it is important to invest in
the right technology partners. With a robust and scalable solution like Unicommerce as our
warehouse management solution, we are confident our supply chain operations will become more
seamless.”

About Unicommerce

Established in 2012, Unicommerce is the Indian market leader in e-commerce enablement software
for multi-channel, warehouse management, and omnichannel services.

Unicommerce has emerged as one of the most preferred middleware solutions as it serves over
10,000 registered customers across India, Middle East, South East Asia and South Asia with an
average relationship of 3+ years with enterprise customers. Some of its key clientele includes
Forever New, Chumbak, Liberty Shoes, Kaff, GNC, Metro Shoes, Aks Clothing, Brand
Studio among many others. Its platform is also seamlessly integrated with more than
100 partners across marketplaces, logistics providers and ERP systems. Few of the key platform
partners of Unicommerce are Amazon, Flipkart, Myntra, Shopify, Magento, Delhivery, FedEx, Blue
Dart, DTDC, SAP, Oracle, Tally, Microsoft Dynamics Navision, among many others.

Urban Company strengthens safety protocol using Microsoft Azure Cognitive

Services

PRESS RELEASE

National, 2 March 2019: Urban Company (formerly UrbanClap), India’s leading home services
marketplace, announced that it will strengthen the safety protocol on its platform using Microsoft
Azure Cognitive Services.

With technology playing an increasingly critical role in every aspect of business, companies
recognize the need to accelerate the development of digital solutions keeping in mind the safety
aspect to ensure they remain on the competitive front.

12
 Using cutting edge technology, this solution aims to assist the identity verification of professionals.
The key parameters focused on are zero impersonation, professional experience and data security.
Azure Cognitive Services has enabled Urban Company to tap into high-quality domain-specific AI
models and API service that has been developed with the aim of bringing AI within the reach of
every developer.“At Urban Company, safety is at the centerstage for us. And as we aim to deliver
more than 10 million jobs per month by 2022 in 30+ cities across multiple countries it is important
to invest in the right technology that can match our growth”, said Abhiraj Bhal, Co- founder, Urban
Company. “This solution using Microsoft Azure Cognitive Services will benefit consumers the
most. It will help us set an automated facial recognition pattern and set a new benchmark for safety
standards”.Sangeeta Bavi, Director – Startups, Microsoft India, said: “Microsoft Azure Cognitive
Services enables our partners to accelerate their growth and boost innovation at scale. Urban
Company’s solution promises to enable not just a secure and smooth customer experience, but also
furthers the foundation of trust for enterprises.”

The solution comes into play when a professional reaches the customer’s house and clicks a selfie
before starting the job. This selfie check is done to ensure that the professional present at the
customer’s house is the same as the one to whom the job had been assigned to on the app. Once the
software confirms the identity, the professional can start work, if not then the Trust & Safety team
will initiate necessary action. This solution aims to assist in the identity verification of
professionals, with zero impersonation being a key parameter.

13
 Further, in this self-learning solution, images are added to a professional’s profile over time so that
the profile remains upto date, aspects such as weight gain, weight loss, change in facial hair (beard
or clean-shaven), hair color, among others are taken into account.

Urban Company has in place a 10-pronged safety mechanism to ensure maximum customer safety
including OTP and selfie checks with strong technological backing. The company also adheres to a
strict onboarding process, which includes a thorough background verification process of
professionals and a rigorous training module following industry standards. A comprehensive
assessment ensures a safe and world- class service experience for customers.

UrbanClap rebrands itself as Urban Company to focus on horizontal gig

marketplace

Launched in 2014 in Delhi, the startup has expanded its operations to 17 Indian cities.

The seven verticals comprise services such as beauty, spa, grooming, repairs, cleaning, painting, and
fitness and yoga, that are offered through its mobile app and website.In a rebranding exercise, home
services startup UrbanClap on Thursday said it will now be known as Urban Company as it
repositions itself into seven key verticals capturing the company’s ambition to become a horizontal
gig marketplace and expand its global footprint to Australia and Singapore.“We now have a bouquet
of services so it was important to have a mother brand or an umbrella brand which can house all
these sub brands. Urban Company will be our brand forever for all markets and geographies now,"
said Abhiraj Bhal, co-founder and CEO Urban Company in an interview to Mint.

14
 PROBLEM IDENTIFICATION
Not able to procure a service professional is a common household problem. Homegrown online
marketplace for services,Urbanclap,is solving this problem by
organisingthefragmentedservicesector..

With close to 20,000 service professionals -- including beauticians, carpenters, electricians, etc --
Urbanclap makes about 650,000 transactions per month across 14 cities in India.

Technology is enabling the company to deliver real experience to customers while creating
employment opportunities for service professionals.

“We are solving the problem of the services sector by organising it but what makes us a pure tech
company is the way we are doing it,”

The services sector is highly complex and it is a challenge to build and operate a platform that has
various market categories working seamlessly on it.

“It's a lot more complex, you have multiple categories and every service is different. For example,
the pricing of various services is unknown and it is a challenge for us to pull the right prices for
customers. This is a constant evolution journey which requires internal teams to be heavy on
modelling and designing systems really well. We build all the technology needed in-house through
our team of 100 engineers,”.

To ensure everything works like a well-oiled machine, Chandra has created large-scale tech
ecosystems, instead of separate systems for various business components, to take care of various
business capabilities including inventory, training, fulfilment, matchmaking, growth, pricing, and
finance.

For example, there is a big data system that handles all the company’s inventory-- cosmetics, spare
parts, tools -- which professionals purchase from Urbanclap. There are prediction engines which
predict the amount of cosmetics/spare parts a professional typically consumes. With that insight, the
company notifies the service professionals to purchase products.

“With a large number of data points, it becomes impossible for humans to configure the system
themselves. Every system, therefore, has a certain degree of intelligence and leverages machine
learning

15
 The company provides market access to professionals --- the process of matching customers --
using prediction engines.

16
 Matchmaking between service providers and customers

Unlike ordering food or taxi, UrbanClap gets demands from customers to avail services in the future.

“The crux of the problem is how do we predict and understand when a customer wants to get a
certain job done and match that with the professional’s expectations. After a customer books a
service, the company needs to make sure the service is offered in accordance with the customer's
desired date and time,” avers Chandra.

The systems have to consume hundreds of data points from the professional’s side for the prediction
to go right. In some cases, the partner could take leave or fall sick at the given time of service.
Urbanclap does pattern analysis on numerous things like timings (hours which a specific professional
typically works each day) and the overall rating that a partner has.

“These are Big Data systems take a lot of input data from customer and partner history. We compute
and then drive the engine of partners and customers towards optimisation so that the partner earning
gets maximised and customers get good services.

How Urbanclap CTO is overcoming challenges of services sector

Not able to procure a service professional is a common household problem. Homegrown online
marketplace for services, Urbanclap, is solving this problem by organising the fragmentedservices
sector.

With close to 20,000 service professionals -- including beauticians, carpenters, electricians, etc --
Urbanclap makes about 650,000 transactions per month across 14 cities in India.

According to Chandra,technology is enabling the company to deliver real experience to customers

while creating employment opportunities for service professionals.

“We are solving the problem of the services sector by organising it but what makes us a pure tech
company is the way we are doing it,” he says.

Technology driving business

Chandra says the services sector is highly complex and it is a challenge to build and operate a
platform that has various market categories working seamlessly on it.

“It's a lot more complex, you have multiple categories and every service is different. For example,

17
 the pricing of various services is unknown and it is a challenge for us to pull the right prices for
customers. This is a constant evolution journey which requires internal teams to be heavy on
modelling and designing systems really well. We build all the technology needed in-house
through our team of 100 engineers,” he says.

To ensure everything works like a well-oiled machine, Chandra has created large-scale tech
ecosystems, instead of separate systems for various business components, to take care of various
business capabilities including inventory, training, fulfilment, matchmaking, growth, pricing, and
finance.

For example, there is a big data system that handles all the company’s inventory-- cosmetics, spare
parts, tools -- which professionals purchase from Urbanclap.

There are prediction engines which predict the amount of cosmetics/spare parts a professional
typically consumes. With that insight, the company notifies the service professionals to purchase
products.

“With a large number of data points, it becomes impossible for humans to configure the system
themselves. Every system, therefore, has a certain degree of intelligence and leverages machine
learning.

The company provides market access to professionals --- the process of matching customers -- using
prediction engines.

18
 Ensuring the safety of customers and professionals
To ensure the safety of both service professionals and customers, Urbanclap does stringent checks
like background and identity checks on any partners which comes on board.

“This helped us build credibility on the identity of any professional. Then we spend a fair bit of
time assessing their quality and skill sets,” he says.

According to Chandra, the company has a very higher rate of rejection when it comes to enrolling
professionals with, on an average, only two out of five partners getting selected.

“Whenever a professional reaches a customer’s house, we do various checks to ensure that the right
person is entering someone’s house. For verification, professionals need to share selfies before
entering the house and the company also maps the location of the personnel,” Chandra reveals.

The company has also deployed an SOS feature in the app for the safety of service professionals. If
a partner is in trouble, the company can send response teams to help him out.

Urbanclap also allows professionals to give rating to customers. “This also helps us identify over
time, which customers are not of the right kind and then we would work to solve that partner not get
those customers,” says Chandra.

The road ahead

Urbanclap aims to enrol 1 million service professionals within the next five years. Chandra believes
to achieve such a feat, a lot of automation is needed.

“Technology is the only true investment from a long-term perspective. Going forward, we will be
scaling the engineering team, and will be focusing heavily on driving automation and data decision
making,” he adds.

Online retailer UrbanClap will scale operations through its core beauty and home businesses,
The Economic Times reported. It will also expand market presence in the

UAE, Australia and Singapore, and improve services via extended skilling programmes.

The beauty and home businesses contribute 40 percent of UrbanClap’s revenues and will be scaled up
via home service luxury salons (orders averaging Rs 2,000). The target is to revenues above Rs 250
crore for FY20, UrbanClap co-founder Abhiraj Bhal told ET.

The non-core wedding and photography services will be shut, he added. Moneycontrol could not
independently verify the story.

19
For its market expansion, the start-up is eyeing growth across 30 cities in the country and globally in
the UAE, Australia and Singapore. Bhal added that the market size of these three international markets
combined was equivalent to India.

The company will closely manage and monitor the quality of its supply and build a marketplace which
provides suppliers facilities such as credit, training, procurement, technology and insurance, Bhal told
the paper.

He added that the start-up would undertake a large scale skilling infrastructure programme across
categories over the next four to five years.

UrbanClap has also partnered with the National Skill Development Corporation (NSDC) and signed a
memorandum of understanding (MoU) with the Ministry of Housing and Urban Development for
external skill development.

The move towards wide skilling is significant as investors have noted that India’s services sector
requires up-skilling and training to be successful.

20
 RESEARCH OBJECTIVES
1. Urban Clap is an app – based service marketplace that connects customer to service
professional.The purpose of this Research Paper is to understand what is the
expectation of customer from Urban Clap with respect to Beauty Services and their
satisfaction from such services.

2. The objective of UrbanClap is to go a step further and enable users to find and hire
the right professional for all their needs. When choice is not a priority (e.g.
carpenters, plumbers) customers can go ahead and book a service on the app, and the
professional will show up at the pre-appointed time.

3. To understand the customer expectation and satisfaction from Urban Clap (beauty
services) with reference to Gomti Nagar,Lucknow .

21
 RESEARCH METHODOLOGY

The present Research study is exploratory in nature as we want to know the Expectation level
&Satisfaction level of consumers in beauty services of Urban Clap. Sample Size: The study includes a
survey of users of Urban Clap in area Wakad, Pune. Simple Random Sampling was used to collect the
data. To achieve the objective, a structured questionnaire was distributed among 150 respondents &145
filled questionnaires were received. The data for the study were collected from March 2018-April-
2018. Measures: The study aims at finding the perceived expectation and satisfaction level of
customers especially in beauty services of Urban Clap in terms of Quality service, Value for money,
professional approach and customer’s feedback.

UrbanClap Fundings:

The company has raised a total sum of 57 million dollars from 7 investors in 5 different round of
funding.

The company raised the seed capital of 1.6 million dollars from SAIF Partners, Accel Partners, Kunal
Bahl, Rohit Bansal.

In June 2015 the first round of funding was held and the company raised 10 million dollars from SAIF
Partners and, Accel Partners. In November 2015 in the second round of funding UrbanClap raised
around 25 million Dollars from Bessemer Venture Partners, Accel Partners, SAIF Partners.

In July 2017 the company raised another 21 million dollars in Series C round of Funding led by Vy
Capital and other investors were Bessemer Venture Partners, Accel Partners, SAIF Partners.

UrbanClap Business Model:

UrbanClap is working on a simple business model. It provides most suited professionals to your day to
day need for example;electricians, home cleaning, photographers, interior designers or yoga instructors
etc. This is done through an automated match-making algorithm, which the team is investing heavily to
continue perfecting.

UrbanClap also does a background check and police verification for all its partnered professional for
safety purposes.

UrbanClap Revenue Model:

UrbanClap has two type of revenue model.

1. For fixed charge services like plumbing, electrician or home cleaning UrbanClap accept the
payment directly from the UrbanClap App and later they transfer the amount to hired
professional after deducting their commission.
22
 2. For services like photographers, interior designers or yoga instructors, where charges are not
fixed UrbanClap charges the professionals for lead generation and sponsored listing.

Interesting Facts associated with UrbanClap Business Model

The company has accomplished applauding success in the few years of it starting as an organization. A
few fun facts of the business model of UrbanClap:

• Launching Date: October 2014

• Founders: Varun Khaitan, Abhiraj Bhal, Raghav Chandra 16

• Headquarters: Gurgaon, India

• Brand Statement: Get instant access to reliable, certified and affordable service

• Number of services: > 100

• User base: > 3 billion

• Employed professionals: > 50,000

• Company valuation: $480 billion

• Monthly order average: 4,50,000

• A few names in the list before UrbanClap was finalized: Prowaala, ProTrumpet, Joystation,
WorthyFit

• Ratan Tata, former chairman of Tata Sons Ltd, invested an undisclosed amount in the company
in 2015.

• 75% of supplier applications are rejected to maintain a quality check

• Abhiraj Bhal – Operations and service provider onboarding

• Raghav Chandra – Technology and product developer

• Varun Khaitan – Marketing and product growth

These differences make the business model of the UrbanClap tick.

23
Business Model of Urbanclap and How does Urbanclap make money?

The business model of UrbanClap revolves around connecting service providers

with the service seekers.

UrbanClap is an online platform that allows people to find professionals to help them with daily
services. These services can range from home cleaning, educational tutors, and engineers to
photographers, lawyers, and much more.

In this post, we will be diving deep into the Business Model of UrbanClap and understand how they
channelize their functions and make money.

So, without any further ado, let us get started right away-

Introduction to the Business Model of UrbanClap

UrbanClap Business Model is a startup with the basic idea that someone sitting at home can hire help
for a varied range of jobs.

The company is a community of professionals providing their services to whomever it may concern.
The business model of UrbanClap is a way to change how members of the armed forces
get employment which is paid quickly. The application is available on smartphones, and
it connects the specialists with the users.

Many hurdles have been overcome in recent years, and the company has become one of the fastest-
growing startups.

Striking History of UrbanClap Business Model

The company was started by Varun Khaitan, Abhiraj Bhal, and Raghav Chandra in 2014.

Varun and Abhiraj studied together at IIT Kanpur. They shifted to the US, in 2009, to work. Khaitan
worked at Qualcomm and the Boston Consulting Group and returned to India in 2013. Surprisingly,

24
Abhiraj also came back at the same time.

The two college friends founded Cinema Box in 2014. This allowed travellers to stream movies on a
bus, train, or aeroplane with the aid of Wi – fi.A familiar friend introduced them to the third co-
founder, Raghav. He was a computer science and engineering graduate from the University of
California. He worked at Twitter for a bit and shifted back to India in 2013.

The craving to open an online store made the three friends.

In August – September 2014, the three co-founded UrbanClap by putting in a total of 10 lakh.

The business model of UrbanClap connected customers to the suppliers through a quick and easy
mobile application.

The company now provides services in eight Indian cities. They have around 60,000 professionals.
Five thousand five hundred requests are fulfilled every day.

Founding and Funding of the Business Model of Urban Clap

The organization was founded as a need to bridge the gap between service providers and service
receivers. They mostly wanted to take the concept of Yellow Pages and convert it into an online
format.

The company began as a search and discovery platform but has now become a belvedere for providing
services, training individuals, and maintaining quality control.The company raised a total of $57
million for seven investors in 5 funding rounds.The seed capital raised $1.6 million from SAIF
Partners, Accel Partners, Kunal Bahl, and Rohit Bansal.

25
Two – Fold Business Model of UrbanClap

You can hire electricians, yoga trainers, lawyers, engineers, chartered accountants,
beauticians, photographers, interior designers, etc.
They use an automated matchmaking algorithm that they continue to perfect through
heavy investing.

To ensure that the business model of UrbanClap is safe for you, they do a background
check and police verification for all the partnered professionals.

The business model of UrbanClap is as follows:

1) Fixed Charged Services

For plumbing, electrician work or home cleaning the company accepts the money from
the app and then pays the hired help their dues.

They cut a specific commission from the funds received.

2) Services without Fixed Charges

The organization charges the experts for lead generation and sponsored listing.

The users do not pay immediately. They get to know the service. The professional pay a
fee to accept the request. If the expert can convince the user to buy the service, then
monetizing is successful.

The user is given five options from which he can choose his most comfortable option. If
the profile of the service provider is not viewed, he gets paid credit. If the algorithm is
good, the user has to do less work.
26
The business model of UrbanClap has achieved astounding success in the past few
years. The app recently started using AI (Artificial Intelligence) for the data. It helps
them assess the users’ needs better.

Not only do they understand the user’s needs and allocate resources, but they also track
the entire process simultaneously.The three founders have combined Machine Learning
and AI-backed processes to codify the way decisions are made. The company is
handling all the departments in a smooth, efficient manner so that a user at home can
receive high-quality services.If the organization continues as the present, the business
model of UrbanClap will turn into an aspiring achievement.
Interesting Facts associated with UrbanClap Business Model
The company has accomplished applauding success in the few years of it starting as an organization. A
few fun facts of the business model of UrbanClap:
• Launching Date: October 2014
• Founders: Varun Khaitan, Abhiraj Bhal, Raghav Chandra
• Headquarters: Gurgaon, India
• Brand Statement: Get instant access to reliable, certified and affordable service
• Number of services: > 100
• User base: > 3 billion
• Employed professionals: > 50,000
• Company valuation: $480 billion
• Monthly order average: 4,50,000
• A few names in the list before UrbanClap was finalized: Prowaala, ProTrumpet, Joystation,
WorthyFit
• Ratan Tata, former chairman of Tata Sons Ltd, invested an undisclosed amount in the company
in 2015.
• 75% of supplier applications are rejected to maintain a quality check
• Abhiraj Bhal –Operations and service provider onboarding
• Raghav Chandra – Technology and product developer
• Varun Khaitan – Marketing and product growth

27
These differences make the business model of the UrbanClap tick. Geographical Presence of
UrbanClap

The organization made its presence in 8 cities in a matter of one year.

• Delhi

• Hyderabad

• Mumbai

• Chennai

• Pune

• Bengaluru

• Kolkata

• Ahmedabad

They plan on spreading to Jaipur ,Lucknow and Chandigarh.

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UrbanClap Business Model Design
Key Activities

• Simplifying the complicated user experience with technologies like AI and ML

• Pricing controls scheduling

• Personalizing the UX on the platform

• Marketing services

• Reaching to Tier 2 cities

Cost Structure

• Salaries of employees

• Technological infrastructure

• Marketing expenditure

Key Resources

• Engaging Website

• Healthy Mobile Application

Customer Relationships

• Social Media

• Customer support

• Reviews and ratings

Revenue Streams- How UrbanClap Makes Money

There are three ways incorporated in the business model of UrbanClap that help the company make
good money-

1) Commission

In this, customers book service-providers from the UrbanClap platform, and for that service, they pay a

29
fix amount either COD or digital payments. From the payment to the service provider, there is a
commission for UrbanClap as well.

2) Reverse auction

A service provider using UrbanClap can pay a fixed amount for promoting their services on
UrbanClap. In exchange for this money, UrbanClap team helps service provider in lead generation and
conversions.

3) Advertisements

Businesses, manufacturers, and services use the UrbanClap platform to run their advertisements in
exchange for advertising fee to the company.

Working of the Urban Clap Business Model

1) Service Receiver End

• Through the app, users can go through a list of services depending on their requirements and
choose the appropriate one.

• The business model of UrbanClap promotes the user to choose a particular service; they can
select one package from a list of options. The choice is usually made on a budget of the user.

• Once the package is selected, the user chooses a date and time for the appointment.

• The application allows the users to check the service provider and his qualities. The presence
can be guaranteed by visiting the profile of visitors.

• Payments are made by advance payments or COD (Cash On Delivery).

• The users rate and review the services.

2) Service Provider End

• The app has a two-folded function – one for the user and one for the professional

• When a service is requested, the professionals in that area get a notification. They can either
accept or deny.

• The business model of UrbanClap is designed in such a way that the professionals can analyze

30
 their work commitments and accept or deny the service request accordingly.

• If the request is accepted, the user and provider get notifications to confirm the booking.

• If due to some emergency professionals back out, they are charged.

Financials of 2019

The business model of UrbanClap has recorded operating revenue of INR 116 crore which is 150% up
compared to 2018.The operating loss increased by 26%, that is, from INR 57 crore to INR 72 crore.

The company reported that it served 6,20,000 service orders in April. The annual value of these
transactions was around INR 1,000 crore. They recorded around 3.3 billion service orders in 2019,
which is much higher than the 400 million in 2018.

31
Vision and Mission

The business model of UrbanClap is based on a robust strategic vision and mission. These statements
help the workers to strive for perfection.

The co-founder Abhiraj Bhal, said, “Our vision is to empower millions of professionals to deliver
services at home like never experienced before.

In the last financial year, we took great strides towards that mission, improving our capabilities in the
selection, onboarding, training, and certification of service professionals.

Additionally, we also invested in areas like product procurement, technology, and financing,
establishing our market leadership.

DATA ANALYSIS

Key Data problems we are solving

Matching the right professional for each customer request (match making)

32
Quantifying how many requests were lost based on drop in conversion due to unavailable slots. Use
this data for onboarding providers at hyper local level (capacity planning)

Using various signals to find out fraud / disintermediation on the platform (Fraud detection)

Customer Segmentation. Computing state of customer after each interaction.Use customer segment for
home screen personalization and campaigns (personalization) Not taking those requests where we have
predicted that no partner is going to respond. Stopping bad customer experience as a result (customer
experience)

Identifying providers who are going to get churned and try to retain them (partner retention)

UrbanClap is as follows :

Strengths: UrbanClap is a one stop goal for all urban way of life administrations. Clients can
look over a lac trustworthy experts to deal with all needs; home, occasions, leisure activities
and it’s only the tip of the iceberg, with benefit certification and protection. The organization
basically means to interface clients with all administration experts in each of the fields
(Bertram and Rehdanz, 2015). UrbanClap’s global rank in the internet and telecom sector is 59,843 and
country rank is 3,333. The company gains 3.66% of web traffic from referrals, 72.09% from search,
1.83% from social media and 0.05% from display ads. A SWOT analysis of the company is as
follows –

1. Wide spectrum of services to pick from

2. Easy on pockets

3. Excellent professional service

4. Ideal for last minute prerequisites

5. Direct association between the experts and clients

6. Services available at home, work place or any picked scene of the customer

7. Service accessible on android application and website as well

8. Verified vendors

9. Needs catered as per individual decisions and winnowed by humans and not Machines

10. Foolproof business model 11.Amicable and excellent administration 12.Fresh and
budding team

33
Weaknesses:

1. Long arrangement system

2. Extensive number of compliance measures

3. Absence of administration

4. No record of the dealing in UrbanClap database

5. No bills

6. No reliability

7. Security issues emerge as couple of specialists to go into a client’s home are not checked by police

8. In-house unprofessionalism

Opportunities:

1. Increment in the nature of administration

2. Increment in the time of conveyance

3. Expansion in more innovative services

4. Esteem employees to expand profitability

5. Investigate more up to date advertises

6. Speedier development of scope territory

7. Bridge the gap between top administration and partner level representatives

8. More experienced and developed individuals in the senior administration

9. Ever growing market potential

34
Threats:

1.Ever growing in house as well as external competition 2.Diminishing business sector demand

3. Money related misfortune

4. Increment in the showcasing costs and special rebates

5. Increment in use on pay rates, staff welfare costs and worker remuneration 6.Dynamic nature of the
business

7. Change in government policies

8. Lack of demand because of client lifestyle changes 9.Value wars between contenders

Since its commencement, UrbanClap has been helping buyers all through the
nation to get to solid administrations at one touch. The organization is one of the biggest
administration commercial centres in India with active operation in Pune, Mumbai, Delhi, Chennai
and Bangaluru. The target market is mobile based. Any individual utilizing a web associated cell
phone can have the capacity to get to and an administration arrangement proficient by means of
UrbanClap.

The organization trusts more on developing with a fragile harmony amongst free
market activity at each and every development arrangement. It is, hence, the motivation behind
UrbanClap to realize and master just the client interests with an emphasis on legitimate financial
aspects. The company delivers fast and trustworthy professional services according to its own
competitors (Hatak et al., 2014). The group makes consistent development motors after learning and
knowing the expansive client base forms. The drawn clients are requested to be the organization’s
envoys. Today, Facebook, Google search, and Instagram are the most imperative online networking
stages helping the organization to offer the motivation. The best disconnected or on location
promoting procedures the organization has utilized included the starting of water spillage repair
in Pune and Mumbai amid the water lack in the two urban areas. Localities truly reacted in a positive
way (Ramkumar et al., 2016). Moreover, the free control amid the post Chennai floods additionally
35
did the organization’s good name a hike.

UrbanClap identifies it to be propelling to concentrate on the specialty

administrations to separate the administrations from standard web based business players. The
incentive of the endeavours, causes it raise supports effortlessly and furthermore helps in client
obtaining as it by and large tries to illuminate the difficulties looked by individuals every day
(Bocken, 2015). The helps provided by UrbanClap are more helpful in the urban regions, the scope
being extremely solid and it has worked for the organization.

The basic part of this industry is to offer a convincing and easy to understand
involvement, for the most part determined by accommodation, wealth of data and cost viability. The
organization is employing over every significant division along the lines, while it is vital to have
the correct foundation and capabilities, it’s totally essential to enlist persuaded determined
workers, in order to line up with the organization’s long haul objectives, culture and qualities
(Kachersky and Carnevale, 2015). UrbanClap utilizes innovation and keen procedures to structure the
exceedingly disorderly administrations advertise in India. It tries to make enlisting an
administration proficient as simple and direct as purchasing an item from a best web based
business commercial centre.

36
 RESULT AND DISCUSSION
UrbanClap dominates the on-demand services ecosystem in India, but maintaining the lead will be a
task amid competition from LocalOye and Amazon-backed Housejoy. New Delhi: It was 2013. Two
college friends, Abhiraj Bhal and Varun Khaitan, decided to quit their jobs at the US office of Boston
Consulting Group (BCG) to find a place in the then rising wave of Indian start-ups. The decision took
their families by surprise. After all, they were yet to find an answer to the most important question—
“What was the start-up idea?"

But though the “what" and “how" were yet to be discovered, Bhal and Khaitan were convinced they
were ready to take the plunge. “The idea was to build an enduring business, no matter what it takes,"
recalls Bhal with a wide smile.

“We spent several weekends during our stint at BCG, just discussing what kind of business we could
start…these conversations went on for two years until one day we told ourselves either we should act
on it or just face the brutal reality that we don’t have the guts," he says.

In the summer of 2013, Bhal and Khaitan returned to India and launched their first venture,
Cinemabox, that made entertainment devices for buses, trains and planes.

Around the same time, Raghav Chandra, who would later join Bhal and Khaitan’s venture as the third
co-founder leading technology, was building Buggi.in—a mobile application to book on-demand
autorickshaws.

A computer science graduate from the University of California, Berkeley, Chandra previously worked
with Twitter. He had also moved to India in 2013 to become a part of the growing club of
entrepreneurs in the country.

By May 2014, both Cinemabox and Buggi had to shut shop after operating for six and eight months,
respectively. “We (Bhal and Khaitan) felt that there was not a very large market opportunity and the
profit pool that we were chasing was very limited. We decided to shut the company down," explains
Bhal.

But the entrepreneurial spirit was very much alive.

“Even though our first start-up failed, we were really rock solid in our commitment (to start a
business). We were not affected by the decision to shut the first start-up. We moved on to the next
start-up real quick," says Bhal.

While Bhal and Khaitan wanted a tech co-founder, in another part of the world Chandra was looking
for a business co-founder. A mutual friend brought them together.

The three of them pooled in Rs10 lakh each to set up UrbanClap, which was incorporated in December
37
2014.

The idea was to redefine how local services and servicemen were being hired in India. The founders
saw opportunity in the broken system of how the country connected with various service providers.

To search for an electrician or a plumber, people had to ask friends and neighbours or flip through
yellow pages.

“Our personal experiences made us realize that even in 2014, hiring local service providers was
actually extremely hard and difficult—whether it is a reliable plumber or a reliable yoga trainer or a
reliable wedding photographer," says Bhal.

This realization led to the formation of UrbanClap, which would soon become India’s largest online
services platform.

The name UrbanClap wasn’t the first choice of the founders, who almost spent Rs2 lakh to buy the
domain Prohunt.com. Among names such as Prowaala, Ovalslate, Worthyfit, Prodiary, Protrumpet,
Joystation, Servemonk, UrbanClap emerged the winner.

The company began with a vision of going beyond being a mere search and discovery platform by
building a business model that encompasses on-boarding service providers, training them, managing
quality control while at the same time giving users the assurance of standardized services and prices on
a platform where they could make payments and write reviews.

Bhal says that online versions of directories such as Yellow Pages were created even with the first
wave of the Internet. But they did not fundamentally re-imagine the model, relying on the customer to
do all the legwork of finding the service providers themselves.

“And consequently if you had to find a plumber two-three years back in India, then it could take you an
afternoon to find one. And if you had to find a wedding photographer or a yoga trainer, it could take
you few days. And honestly, it shouldn’t be that tough," says Bhal.

The UrbanClap founders started aggregating service providers on the one hand and building an online
platform on the other, enabling customers to request services online through their website or mobile
application.

“Essentially, as an end-to-end service delivery play, users specify the service they needed and
everything is standardized, the pricing, service and the experience," says Bhal.

UrbanClap, which currently lists 107 services, started by listing services that had a higher ticket size—
experiential categories such as wedding photographers, yoga trainers, interior designers, dieticians.

38
At the time when UrbanClap began its journey, hyperlocal firms such LocalOye and Timesaverz were
already operational. Timesaverz had raised an undisclosed amount in seed funding in 2014. Other
companies such as Housejoy, Zimmber, Taskbob, Spini and BookMeIn were also launched during
2014. These companies are among the top 10 funded hyperlocal services start-ups.

UrbanClap grew fast and soon caught the eye of investors. Within six months of building the product,
it received a seed funding commitment in January 2015. “I remember when SAIF Partners told me
(that) they would cut a cheque for us of $1 million, we were thinking wow!—are they seriously going
to do that?" says Bhal.

However, the funding didn’t come in until April. “We did sign a term sheet with SAIF in December
2014 and then Accel (formerly known as Accel Partners) came on board in January (2015), and in the
meantime Kunal (Bahl) and Rohit (Bansal) also wanted to participate, which took us some time to
finally close the round," he explains. Bahl and Bansal are founders of e-commerce firm Snapdeal.com.
29

By the end of 2015, UrbanClap had already become the most funded start-up in the hyperlocal
segment. Out of the total of $77.5 million raised in the segment across 27 rounds in 2015, UrbanClap
raised $36.6 million in three rounds, according to Tracxn, a start-up data tracker.

In December 2015, Ratan Tata, former chairman of Tata Sons Ltd, invested an undisclosed amount in
UrbanClap.

By that time, the hyperlocal segment was booming. Housejoy.in (Sarvaloka Services On Call Pvt. Ltd)
raised Rs150 crore in funding led by e-commerce giant, Amazon India in December 2015, which made
it the second most funded start-up in the segment. Housejoy is also backed by Vertex Ventures,
Qualcomm Ventures and Ru-Net Technology.

In the last two years, the on-demand services sector has witnessed some consolidation. Zimmber,
founded in 2014, acquired Dhulai, a laundry services firm, in 2015.

Abhiraj and Varun claim to have 1000+ highly engaged service providers through whom they connect
to 1000 professionals.

The business model of UrbanClap aims to achieve a more comfortable, faster, and more organized way
to connect the human needs to the providers of these services. The app helps to reduce the middlemen
concept.

The service receivers engage with the service providers before booking an appointment, and this allows
them to receive the aptest package depending on their needs and requirements.

39
The co-founders put together their desire and brains to come up with a unique idea of providing
services that are required by a person daily.

The business model of UrbanClap earns its money from the commission and reverse auction. This
allows satisfaction on the part of the customers and suppliers as well. It is a well – thought out idea
with constant improvement for the betterment of users.

The organization helps the urban population to complete various chores through a secure mobile
application or website.

It is the millennial version of Yellow Pages and is going to reach applauding heights.

40
 RECOMMENDATION AND SUGGESTION
Provide friendly customer service

Before you launch any new marketing campaigns, analyze your company’s culture. Start with your
customer service.

Optimizing the customer experience can help you to not only boost revenue but also acquire new
customers. Check out these statistics about friendly customer service: Recent studies showed that
customers who had a friendly interaction with a company were likely to recommend that company to
others. The majority of people who experienced unfriendly service would not recommend a brand.
Being friendly costs you nothing.

Just make sure your managers and customer service representatives are all on the same page. If you’re
dealing with customers face-to-face, you need to train your staff to smile. Be genuine. Ask the
customer how their day is going. Try to have real connections with your customers.

Even if you’re talking to people over the phone or online, the tone of your voice will convey your
attitude.

Don’t sigh or take deep breaths of frustration. Don’t be monotone or standoffish. Speak in a friendly
voice that’s welcoming and energetic.

Even smiling when you’re talking on the phone can help make the tone of your voice sound more
positive.

Employing this strategy is a no-brainer. This isn’t something you can measure, but when your existing
customers have a positive experience with your company, they’ll be happy to tell their friends and
family about it.

Before you know it, new customers will be walking through your doors. If you treat them the same
way, they’ll recommend your brand to others as well.

Respond to customer inquiries as fast as possible

Let’s continue talking about customer service. In addition to providing friendly care during daily
interactions, your support team needs to go the extra mile when customers have questions or problems.

It’s easy to get frustrated with a disgruntled customer. Even if you think they are in the wrong, treat
them with respect, and make them feel as though they are right.

Don’t make customers wait to hear back from a customer service representative. This is something you
need to keep in mind no matter where you’re conducting business.

If you have a brick-and-mortar location, don’t make your customers wait to speak to a manager. Get
41
someone right away. When taking calls over the phone, don’t put your customers on hold for too long.

Even if you’re taking customer inquiries online through your website’s platform or via email, put
emphasis on responding right away.

Customers who received a fast but ineffective response were more likely to recommend a brand than
customers who received a slow but adequate solution.

Just because you solve a customer’s problem doesn’t mean they’ll recommend you to other people if
you took too long to do it.

But if you provide a speedy response, customers are still willing to recommend your brand even if you
didn’t provide a solution.

Get Rid of These 6 Habits To Improve Your Productivity

Health often seems like an alien concept intended for people with too much time on their hands.
Practice Yoga, exercise hard, eat green, be lean, and so on. The advice is neverending. It’s more than a
little difficult to follow, thanks to us leading lives with barely a second to think. While following all
these healthy habits does help a lot, monitoring the little things we do throughout the day can be an
alternative way to take care of your health. The little habits which have become such an innate part of
our lives that we barely even notice them anymore. However, it’s these activities that will affect and
decide the nature of our health in the long term.

42
So, being your friendly neighbourhood services app, we compiled a list of 6 bad habits that you can
easily work on to lead a better life:

1) Living in the fast food lane

Is your diet largely composed of junk food? If yes, it might be time to give up the goods. We know it’s
easy to get caught up in the fun of ordering in at work like almost everyone else, or to fall victim to the
memory of the taste of a dish. While you might save time and energy on cooking something yourself,
you can end up feeling lazy and tired after.

What you can do: We’ve got some good news for you – taste does not come at the price of health.
Craving a tub full of salty fries with ketchup and iced Coke? Try carrot fries instead. Coat them with
olive oil, salt, and pepper and bake them in a super-hot oven for crispy carrot fries that can put potato
fries to shame. But if for you, like us, potatoes are simply irreplaceable well then, we won’t ask you to
give them up. But give sliced potatoes grilled in olive oil, with salt and pepper a try.You can check out
Jamie Oliver’s recipes for roasted potatoes here. Definitely not as greasy as French fries and just as
delicious. Team these with a lemonade or a glass of chilled lemon tea.

Fancy a dessert? Slice some watermelons, add salt, pepper and honey and top it off with ice-cream. All
these recipes seem like dishes that only Jamie Oliver can whip up? Don’t worry, our expert chefs can
do it for you.

Don’t have the time to plan out a week-long healthy diet for yourself? You can also sign up for a tiffin
service and get piping hot meals delivered to your desk (check out our healthy tiffin services here).

2) Staying glued to your laptop or smartphone doesn’t help

We know it’s easy to get lost in the wonderful world of your laptop or smartphone, whether it’s to
watch the latest episode of Game of Thrones (in which case, we completely understand) or work on an
Excel sheet of the latest numbers (we feel you), but staying glued to its screen for hours and hours can
be bad for you in the long term.

What you can do:

Take breaks from your device. We’re not saying don’t get work done. Get a glass of water, walk up to
a co-worker, discuss a project in person and give your eyes the much- needed respite. Look up from
your laptop occasionally and perform simple eye exercises. Every 20 minutes, blink 10 times by
closing your eyes as if falling asleep (very slowly). Or look away from your computer at least every 20
minutes and gaze at a distant object (at least 20 feet away) for at least 20 seconds. Both these exercises
can help you reduce the strain on your eyes considerably.

43
The evils of working too long on your laptop do not end here – Sitting at the same place while working
on your laptop can also affect your posture adversely (we’ve all paid the price for enjoying those
marathon sessions of Friends). An hour of Yoga in the day

44
can help you correct this. Hire certified, professional Yoga instructors on UrbanClap to help you do
this at a time and place of your choosing.

3) Say ‘yes’ less!

Saying yes to everything under the Sun may sound like the right thing to do, but it’s not. It can be
tempting to fall into the trap and we’ve been there. You’ll end up doing everything and yet feel like
you’ve not done anything at all. The worst part? You’ll spend your day embroiled in a thousand things
and will not find time for your own job.

What you can do:

Say no sometimes. Your health is your priority and second to none. So if saying yes to many mundane
tasks means that you’ll have to take work home? Simply say no. If you’re a polite person whose soul
cringes at the very thought of bluntly saying no to people, ask them to come back at a relatively less
busy time. Be a little selfish and value your own time because no one else will until you do.

4) Going after coffee like it is THE answer to everything.

Yes, coffee might seem the cure for all maladies, no matter how simple or severe their nature. From
hangovers to headaches, late nights to long days – it seems coffee is to your life what 42 is to the
universe. You’re wrong. Coffee, like all things in life, is good in reasonable proportions. Consuming
more than 4 cups of coffee a day can cause multiple adverse effects. Think insomnia, nervousness,
irritability, upset stomach, and muscle tremors.

What you can do:Did you know coffee’s flavour is mostly due to the aroma generated when you roast
coffee beans? Keep a jar of coffee beans around and take a whiff every now and then. You avoid the
side-effects of coffee while enjoying its flavour and what more do we need? As an alternative, you
should drink lots of water – need we mention the many benefits of drinking water? If yes, read on!

45
 5) Water is the REAL deal

It’s easy to forget to drink water throughout the day – whether you’re at home or at work. It might
seem a trivial mistake to make, but unfortunately, it’s not, especially in the rising heat. Not drinking
enough water can cause dehydration, dizziness, nausea, constipation and chemical imbalance in your
body.

What you can do: Consume foods which have a lot of fluids in them. Eat juicy fruits such as
watermelons, muskmelons, cucumbers (ask our dieticians for more suggestions) and drink lots and lots
water! It refreshes you to the extent of improving your mood (even mild dehydration can make you
grumpy), prevents headaches, and keeps you focused. Most importantly, drinking a chilled glass of
water is manna from heaven when the sweltering heat is on!

46
 6) Good things DO NOT come from sleep deprivation

While this might seem like a good idea in your quest for success, staying up late and waking up early
can have adverse effects on your health in the long term. Think burnouts, migraines, perpetual
exhaustion and insomnia – none of which are particularly enjoyable. Suffering from a lack of sleep can
also lower your immunity significantly, leaving you without protection from a million and one
diseases.

What can you do:Take out a couple of hours and sketch out a rough plan for the week for yourself.
This will help you manage your time better so that you can finish work in the time that you are in the
office. Later, when you reach home, you can get a sufficient amount of sleep. Getting at least 6 hours
of sleep is conducive to improved thought processes, creative ideas and enhanced productivity!

Overall, it might seem that leading a high-power career oriented job comes at a price. We’re here to tell
you it’s not true. You can lead the life you wish to, no matter what your profession or how busy your
schedule. Go for a jog or run a marathon. Practice Yoga daily. A simple hour long Yoga session in the
morning can be enough to help you stay clearheaded the entire day and make you happy (how?). A big
breakfast, followed by consecutively smaller meals in the day can help you stay focused and put in
your best efforts during the day (read more here).

Ultimately, it’s all about how we do things that decides the quality of our lives. Our suggestion? Give
this lifestyle a try. Thousands of people are doing it every day so it can’t be all that hard.

Online home services start-ups create a new generation of entrepreneurs

Bhal is clear there is no possibility of UrbanClap getting absorbed into another ecosystem. “Our
promise is not that shallow. I think if we were in the information business, then any of these (e-
commerce companies) could disrupt us, but we are not in the information business, we are in the
service discovery and delivery business, which needs curation, quality control, training, making sure
that the person is on time, standardization, and a lot of operations," he reasons.

In addition, experts point out that hyperlocal services will not be a winner-takes all market; that among
many firms there would be one brand that would disproportionately take up a large share in the
horizontal space. But this would take time. An online marketplace in such a segment takes time to
establish itself due to the inherent lags in the process of curating and on-boarding service providers.

UrbanClap rejects as many as 75% of the supplier applications it receives to keep quality intact, says
Bhal. The company currently has 150,000 suppliers in the pipeline, of which up to 50,000 will be
accepted as service partners in the next one year.

47
UrbanClap has created a technology platform, a website and a mobile app, and has a presence in eight
cities: Ahmedabad, Bengaluru, Chennai, Delhi, Hyderabad, Kolkata, Mumbai and Pune. Thanks to the
funding it received in December, the company currently has a runaway for up to two- and-a-half years,
says Bhal.

48
 CONCLUSION

As on the basis of above data analysis it has been proven that there is a significant relationship between
customer’s expectations and satisfaction with the provided beauty services. As per the survey, it is
found that more then 65 % respondents are satisfied with the urban clap services. However to improve
more and give better services to their customer, urban clap can focus on few points such
as.International Journal of Management, Technology And Engineering.

The company should focus that downloading the urban clap app should be very easy & customer
should not have any problem to book the services from the urban clap app. After the survey it was also
found that the service provider should reach on time to provide services which will make the customer
delight .The urban clap kit which the service providers use should be having all the accessories
required to give customised service to customer.

The hygiene level of the service provider is also very important for the customer; the service provider
should be hygiene & should be very professional in the terms of services.

The urban clap representative should have the complete & proper information about the services and
products which he/she is giving to customer.

The company should take proper feedback from customer after providing services which also shows
professionalism.

Abhiraj and Varun claim to have 1000+ highly engaged service providers through whom they connect
to 1000 professionals.

The business model of UrbanClap aims to achieve a more comfortable, faster, and more organized way
to connect the human needs to the providers of these services. The app helps to reduce the middlemen
concept.

The service receivers engage with the service providers before booking an appointment, and this allows
them to receive the aptest package depending on their needs and requirements.The co-founders put
together their desire and brains to come up with a unique idea of providing services that are required by
a person daily.

The business model of UrbanClap earns its money from the commission and reverse auction.
49
This allows satisfaction on the part of the customers and suppliers as well. It is a well – thought out
idea with constant improvement for the betterment of users. The organization helps the urban
population to complete various chores through a secure mobile application or website.It is the
millennial version of Yellow Pages and is going to reach applauding heights.

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 REFERENCES

• https://www.whizsky.com/2017/09/case-study-urbanclap-funding-founder- businessmodel-
revenue/

• https://www.livemint.com/Companies/4vZ9VdSJtxULWvncJUPwTL/UrbanCl ap-
hasdisrupted-the-model-by-taking-out-the-middlema.html

• Marketing Mix of UrbanClap-By Dr Yogesh Thakur

• Urban Clap Shifts Its Marketing Focus From Digital To ATL.

• http://www.adageindia.in/marketing/cmo-strategy/urbanclap-shifts-its- marketingfocus-from-
digital-to-atl/articleshow/

• It’s A Long Road to Profitability for UrbanClap –By Nishant Sharma

• https://www.businessinsider.in/topic/UrbanClap

• https://www.entrepreneur.com/article/253053

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 ANNEXURE
Questionnaire

1) Name
……

2) Gender

…..

3) Age

a) 15 – 25

b) 25- 35

c) 35 -44

d) 45 – 55

e) 55 +

4) What service do you use at URBAN CLAP

a) Cut & Style

b) Full Highlights

c) Partial Highlights

d) Manicure/ Padicure

e) Single Process Color

If any Other mention:

………..

5) Which of the following insures your return to us?

a) Fast Service

b) Customer Satisfaction

c) Quality of products

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 6) Rate the following out of 5

a) Customer Service

b) Price

c) Conduct & behavior of our employees

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