Create three folders

Files

Fb Images

App Screenshots

Every student to create folder called <rollno_fbpage name> within FB images folder

Every student to create folder called <rollno_appimages> within App images folder

Files to be uploaded in the specified format

Store using official Email on Google Drive

Share with
Email ID to Class
shareRepresentative & me ,
- siddheshj@gmail.com
adwitirajb_tta@iimcal.ac.in
Filename: PGPDSMM_<name>-<rollNo>-<Case
study>
Images and screenshots should also be within the
excel sheet so that I can evaluate easily
Deadline for the individual assignment is
Deadline is September 24, 2020 at 21:59:59
Name Twinkle Choudhary

Roll No 0398/56

Case Study Paytm App Name

Case study URL https://paytm.com/ App link (Play sto
https://www.facebook.com/Paytm/ App link (app sto
Introductory comments - Facts & Figures
Paytm is an Indian e-commerce payment system and financial technology company, based in Noida, U
currently available in 11 Indian languages and offers online use-cases like mobile recharges, utility bill p
events bookings as well as in-store payments at grocery stores, fruits and vegetable shops, restaurants
educational institutions with the Paytm QR code. As per the company, over 7 million merchants across
payments directly into their bank account. The company also uses advertisements and paid promotion
Paytm, One97 Communications’ flagship brand, is the pioneer in the online payments space in India &
mobile commerce platform in the country. Paytm promises a smooth & comfortable shopping experie

When did the Page get popular - Look at Alexa , look at comments, look at Youtube, look at Facebo
This site ranks: #1,500 in global internet engagement. Bounce rate of 27.1% which is poor as it indicate
the website without even exploring the offers. Daily page view per visitor is 3.94 and daily time is 5:11

The Key reasons for the Page's continued popularity even today
Paytm has been moderately successful due to it's relative first mover advantage and brand endorseme
and brand has led to constant flow of organic traffic as well as marketing activities are atrracting new c
combined with heavy brand marketing has led to their continued popularity

How has the Page helped the Brand overall?

Majority of the customers & ideal scenario for Paytm is customers downloading their applications in or
interaction & customer experience. Still a good number of customers would prefer webpage/browser
orders. Here the page emulates a very application like feel only downfall being the loading time and le
This page has pop-ups guiding customers to see the cashback offers. In a scenario customer prefers th
clear navigation style & all the features provided in application.

Future plans and how will the page grow in future?

Paytm has invested in Facebook campaigns & exciting cashback offers as well. This drives the traffic to
difference between the webpage and the app tools thus, it is hard to decipher their strategy but the do
to their brand endorsements the growth seems to be good.
 Paytm has invested in Facebook campaigns & exciting cashback offers as well. This drives the traffic to
difference between the webpage and the app tools thus, it is hard to decipher their strategy but the do
to their brand endorsements the growth seems to be good.

SECTION 2 - APP
Introductory comments - Facts & Figures
Play store- 4.4/5 rating. 7M reviews. Editor's choice. Rated for 3+. 100M+ downloads | App store- 4.7/
| Ranked no. 6 in financial services platform in india.

When did the APP get popular - Look at appannie rankings or rank history on google / apple
The popolarity of Paytm was boosted by the government's decision of demonetization. It forced peopl
or digital payment method. This helped paytm to further consolidate their position in the domain od e
registered user base grew from 11.8 millions in august 2014 to 104 million in august 2015.

The Key reasons for the App's continued popularity even today
App Store: They are featured in Top Free applications section (no.32), In finance, digital payment and U
reach based social marketing campaigns & contests have helped it stay high in app store rankings Rank
category

Your evaluation on how usable the app is and how can you improve usability of the app
The user experience of the application is simple & intuitive. There are definitely tweaks & improvemen
updating the app every two week is really tiring. The app crashes if you try to filter transactions, if you
search button, the app closes automatically too. the customer service is quite cumbersome. I mean yo
reset a password, it’s like a traditional banking system from which the world has moved on. There are
customer care were rude or didn't respond at all.The customer care service needs to be friendly and e
features and design various apps accordingly, now that people are aware that paytm has so many feat
applications as per their need which would save time and resources as data but keep compatible user

Future plans and how will the app grow in future?

Paytm started with facilitating transactions between two parties bringing people into their fold as cust
customers in their user base, they look at diversifying into other business opportunities having synergy
model and thus, they become aggregator of sorts for selling stuff to people online, moving away from
also becoming end point for such transactions. Now as to what they can possibly do for fueling further
following:
Analyze the transactional history (both quantum and type) to provide customers with pre-approved cu
a partnership with ICICI Bank for the same)
 Case study | Social Media

Paytm
https://play.google.com/store/apps/details?id=net.one97.paytm&hl=en_IN Evaluation
https://apps.apple.com/in/app/paytm-upi-payments-recharge/id473941634
Mod1 Mod2 Instructor
al technology company, based in Noida, Uttar Pradesh, India. Paytm is
use-cases like mobile recharges, utility bill payments, travel, movies, and
es, fruits and vegetable shops, restaurants, parking, tolls, pharmacies and
company, over 7 million merchants across India use this QR code to accept
o uses advertisements and paid promotional content to generate revenues.
er in the online payments space in India & is the largest marketplace &
a smooth & comfortable shopping experience to its 80 million customers

s, look at Youtube, look at Facebook stats

e rate of 27.1% which is poor as it indicated potential customers are leaving
ew per visitor is 3.94 and daily time is 5:11. 96.7% of visitors are from India.

st mover advantage and brand endorsement. The success of business model

as marketing activities are atrracting new customers. The initial momentum
nued popularity

omers downloading their applications in order to control the points of

ustomers would prefer webpage/browser to make the transaction or place
nly downfall being the loading time and less icons to explore in one screen.
k offers. In a scenario customer prefers the online page then this page has
on.

ack offers as well. This drives the traffic to their webpage. There isn’t much
s hard to decipher their strategy but the domain authority is good & thanks
 or 3+. 100M+ downloads | App store- 4.7/5 2.5 ratings. Ranked 3 in finance.

k history on google / apple

ecision of demonetization. It forced people to switch to either plastic money
nsolidate their position in the domain od e-payment applications. Paytm's
to 104 million in august 2015.

n (no.32), In finance, digital payment and UPI. At the same time the employ
ped it stay high in app store rankings Ranked 3rd in app store for finance

ve usability of the app

There are definitely tweaks & improvements required though. The hassle of
shes if you try to filter transactions, if you want to search by clicking the
mer service is quite cumbersome. I mean you need to call customer service to
which the world has moved on. There are many instances when the
mer care service needs to be friendly and easily accessible. Segregate the
ple are aware that paytm has so many features they can install various
sources as data but keep compatible user interface.

rties bringing people into their fold as customers. Now with sizeable
ther business opportunities having synergy with their current business
stuff to people online, moving away from just facilitating transactions to
hat they can possibly do for fueling further growth, they might do the

o provide customers with pre-approved customized loans (they did get into
Instructions to Students

1 Store using official Email on Google Drive

2 Share with
Email ID to Class
shareRepresentative & me
- joglekars2009@email.iimcal.ac.in
3 and soulina_tta@iimcal.ac.in
Filename: PGPDSMM_<name>-<rollNo>-<Case
4 study>
Images and screenshots should also be within the
5 excel sheet so that I can evaluate easily
6 Deadline is January 20, 2019 23:59:59
 Quotes / Sources about Comments on the page
Comment Source
1 we trust paytm and its servicesUser- Shivani Jha
2 I love Paytm! IT will come soonUser-Himanshu
in PlayStore. PaytmKarmakar
totally secure application!! I trust you
3 Hi! Thanks for sharingPaytm your valuable feedback. Continue enjoying Paytm! #PaytmKaro
4 Please don't share the details Paytm

Feed No Date Time Feed detail

Facebook

1 9/15/2020 04:17:00 PM Say "hau" to travel and "nakko" to risks! 🚇Book your Metro Travel on Paytm 📱
The dilemma of a being an engineer. 😉
2 9/15/2020 15:29:00 Happy #EngineersDay!
3 9/15/2020 11:46 We are excited to announce Master Blaster Sachin Tendulkar as the Brand Ambassad
Sachin... SACHIN! 😍
4 9/15/2020 10:43 Paytm First Games

The next #webinar of our Paytm - Buld for India initiative

aims to familiarize budding startups with the best funding
practices.
And who better to talk on the subject than Rajan Anandan!
5 9/14/2020 12:16 Dr
Register now:
Roshan https://bit.ly/3bXIsPv
Radhakrishnan says that we need to use the internet responsibly.
6 9/13/2020 3:27 In times of corona, as it is, everyone is stressed and there is enough bad news
7 9/12/2020 21:38 One card for
– Pushkar all your needs as a student!
Rawat
8 9/11/2020 16:56 #PeopleOfPaytm
Get your vehicle insured instantly with Paytm Insurance!
Compare online and choose the best policy now!
9 9/10/2020 13:50 Open to compare: https://m.paytm.me/carinsure
10 9/10/2020 19:47 It pays to pay using Paytm! #7pe700

Avoid late fee charges!

Pay your fee with Paytm anytime, anywhere using ICICI Bank
cards and get FLAT 2% Cashback*.
11 9/9/2020 18:59 Pay now: http://m.p-y.tm/ed1s
12 9/8/2020 20:13 Never miss with a savage #desi mom!

Do you own an education business? Learn how you can grow

it by simply including online payments with Paytm.
11 Sep, Friday | 4 - 5 PM
Register now: https://bit.ly/2Zi2LCt
13 9/8/2020 18:18 ver miss with a savage #desi mom!
The insured person chooses or nominates his/her nominee
at the time of buying the policy.
14 9/8/2020 12:18 #InsuranceVocabulary
 "A book is a gift you can open again and again, and again."
Celebrating #InternationalLiteracyDay on your Paytm app
15 9/8/2020 10:27 today!
Our little brother turned 2!
And we couldn't be more proud of Paytm Money 's journey
16 9/7/2020 20:29 so far. Onward and upwards!
17 9/7/2020 16:00 Together for Tomorrow. Lo𝘃𝗶ng it today. #VodafoneIdea
18 9/6/2020 16:36 This week on Paytm Sunday Rewards - ₹40,000 Paytm Cash up for grabs!
19 9/5/2020 12:22 Thank you for the stars that put a smile on our face! #HappyTeachersDay

"Better than a 1000 days of diligent study, is 1 day with a

great teacher."
Celebrating #TeachersDay on your Paytm app homescreen
20 9/5/2020 9:59 today!
It’s time for Starbucks! ☕️
Order ahead & pick up your favourite beverage from a
21 9/4/2020 18:15 Starbucks India store near you.
22 9/4/2020 17:31 We are proud to be on the path to empowering millions of India
Insurance premiums are paid for policies that cover
healthcare, motor, home, life, and others.
23 9/4/2020 13:10 #InsuranceVocabulary

All you need to do is just add money to your Paytm Wallet

using your preferred payment method and zip through tolls
like a VIP! 🚗
24 9/3/2020 18:48 Get your Paytm FASTag today: http://m.p-y.tm/fatg13

Cashless ✔️
Contactless ✔️
Convenient ✔️✔️
25 8/31/2020 17:12 Buy Paytm #FASTag: http://m.p-y.tm/fatg13

Instagram
1 9/18/2020 Android app hata diya... 
2 9/18/2020 #paytmkaro
3 9/18/2020 Our services are fully functional on all existing apps and you can continue enjoying Paytm like b
4 9/18/2020 An update

Are you ready to play the Paytm Cricket League? #PCL 🏆

Collect player cards, create your own team & win prizes worth up to ₹5
5 9/17/2020 CRORE!
The only thing that stops the earth 🌍 from getting fried is the ozone layer.
6 9/16/2020 Let us pledge to protect it, to protect ourselves. #WorldOzoneDay
7 9/15/2020 The dilemma of a being an engineer. 
8 9/15/2020 Sachin...SACHIN! 
9 9/13/2020 Agent tha? Executive tha? KAUN THA?!
 "A book is a gift you can open again and again, and again."

Celebrating #InternationalLiteracyDay on your Paytm app

10 9/8/2020 today!
11 9/7/2020 Together for Tomorrow. Lo𝘃𝗶ng it today. #VodafoneIdea

"Better than a 1000 days of diligent study, is 1 day with a

great teacher."

Celebrating #TeachersDay on your Paytm app homescreen

12 9/5/2020 today!
13 9/4/2020 It’s time for Starbucks! ☕️Order ahead & pick up your favourite beve

Celebrating #Onam on your Paytm app homescreen today. 🌻

May everyone be blessed with peace, happiness and good

14 8/31/2020 health!
Verified
15 8/28/2020 #Morning Tip
16 8/27/2020 Congratulations #Virushka!
17 8/25/2020 Especially on month-end
For everything in the #rasoda & beyond – pay directly from
18 8/24/2020 your bank a/c with Paytm!

Ganpati Bappa... Morya! 🙏🏼

May Vignaharta help us overcome all difficulties and bless us

19 8/22/2020 with a happy & healthy life. #HappyGaneshChaturthi

Paytm – the only app that gives you the choice to pay using
Paytm Wallet, Bank Account, Debit/Credit Card or
NetBanking.

It's your choice, #YouDecideHowYouPay.

20 8/19/2020 #WorldPhotographyDay
Planning to travel soon? Don't forget to order your Paytm
21 8/19/2020 #FASTag!

If you receive an SMS or Call to download an app for KYC,

ignore it. It is a thief trying to access your Paytm account &
steal money! Paytm KYC can never be done by downloading
22 8/18/2020 any other app.
23 8/17/2020 Dino-like vibes this month?

This week on Paytm Sunday Rewards — FREE @paytmfirst

Memberships! 🌟

24 8/16/2020 Enter now to win. (check story for link)

 How we'll miss seeing them don the Indian jersey
together.😭

25 8/15/2020 #DhoniRetires #RainaRetires

Feed type ( Photo , Video, Text, Link ) Likes/reactCommentsShares

Photo + link 144 21 6

Video 164 27 9
link 222 0 11

Photo 168 12 3

Photo 84 10 5
Video 45 14 0
photo+ link 262 74 11
photo 556 126 6

link 80 7 2
link 11k 961 83

Photo 121 43 2
Video 45k 525 8k

Photo 114 44 1

Link 80 17 0
Photo 122 30 1

Video link 88 28 2
photo + Link 6.3k 134 13
photo+ link 354 63 10
link 89 21 1

photo 159 39 1

photo 162 21 0
blog link 115 31 5

link 92 8 2

Photo 137 25 4

photo 139 102 5

Photo 8790 173

Photo 16089 369
Photo 9442 191
Photo 16429 578

Video 25227 view 107

Photo 2094 21
Video 18448 view 27
Photo 2474 18
Video 131118 vie 270
Photo 2293 42
Photo 1994 22

Photo 2511 38
Photo 1805 9

Photo 2800 53

Photo 3189 69
Video 27307 view 42
Photo 2936 40

Photo 2637 28

Video 34716 view 57

Video 44220 view 35

Photo 2206 31

Photo 3073 30
Video 32821 view 54

Photo 2498 43
Photo 13453 66
App reviews

Paste 5 positive reviews and 5 negative reviews here - Example of posting

No App Review Review Typ

The App is very Fast. And the features are very easy to use. In my area I have a
network problem and usually other payment apps disconnect the processing in
between the transaction but paytm app didn't disconnects in between of the
processing. And I think that's what I liked most about this app. Thanks for making this
1 app. I loved this app. Positive

I have TeamViewer on my phone and PayTM says I should remove it to continue

using PayTM in the latest update. TeamViewer isn't a security risk. TeamViewer
Quick Support is. Please fix the mis identification. TeamViewer is only for connecting
to other devices. Edit: Updating the text in the app to include both is not the right
way do it. There's a big difference between both the apps. Please have a look.
2 TeamViewer Quicksupport can be dangerous. Not TeamViewer Remote Control. Positive

The 'Show Payment Code' way of making payments has not been working for
sometime now. And the app has no way of reporting this. If you make reporting
general things difficult, it will unfortunately without any other choice lead to bad
reviews on the app store. I don't have any complains with the app and will be more
3 than happy to fix the review if my concern is responded to. Edit: this is fixed Positive

From Past 2 Months I have started using Paytm, PhonePe & GooglePay But now i
uninstalled PhonePe and Google Pay. I Do Seriously Love PayTm. I am very happy all
its features etc. But, As i am a Jio Sim User One fault i observed is that the all the
Recharge Plans are not available for recharging. Expert That PayTm is best for all its
services. Even i order something on PayTm Mall it shown me that i going take 5 days
4 to deliver but I got delivered next day itself. I love PayTm a Lot - PayTm Karo. Positive

Quick payment .No worry for change Always balance is available Recharge of mobile
is very quick and easy.All plans of recharge are shown My friends relatives mobiles
can be recharged which is really amazing Paytm payment can be known anytime
.adding money to vallet is very simple easy and quick.Paytm has also banking
facilities and gives facilities available for fixed deposits and higher rate of interest
being paid Such there are many many facilties are available in Paytm.paytm also
5 gives away Positive

Very useless apps. Mobile number cannot link and it's sending to fraud number. I
complain the problem but patty customer care unable to understand. Like this all the
money will empty by fraud.I tried more then 10 times to verify my mobile number
1 but not success.I used all efforts like logout.uninsta Negative

Whats wrong with this app recently, the new password feature is pain in itself, when
I try to set a password and re enter my password it says it doesn't match even when
its same. I have tried like 10 times already. Wth is wrong. And there is no option to
skip it too. I can't use the app because if this. Is this a newbie app that developers are
2 experimenting with these kind of jokes.! I am pissed. Negative
 I don't like the fact that they say you'll receive scratch card with cashback, and then
when you make the transaction, you get a sticker with IPL players. I bloody hate
cricket! So, where you advertise we'll be getting cashback, you should also mention it
will be in the form of an absolutely ridiculous "sticker" that you have to collect.
Mostly, kids collect stickers. But grown ass men/women use the app. So, do
3 something about it. Why are you trying to con people? Negative

I've experienced multiple glitches in latest version 1. Open passbook - taking too
long. Sometimes not opening. Specially wallet balance & history. 2. Pay - scanner not
scanning code. 3. Add money - not showing current amount in wallet. Just loading
Note: this issues i experienced after update. (something is really wrong. Either in my
phone or in app) Suggestion - can you make some space to check available balance in
4 wallet as a handy feature. I need to go to passbook every time. Negative

Customer since day one in 2013. Have seen this app from going hit to flop. There is
so much information and things going on in this app which makes this unusable
sometimes. This app should concentrate being a payment app only. All other things
can shift to browser. Which it still does but has its own mini browser. Which is
terribly slow. This app provides freaking everything. But it lacks simplicity. It used to
5 be a one click operation. Sadly the app has become so terrible that switching to gpay Negative
Review Ratings ( 1 to 5 stars)

1
1

2
Copy-Paste 5 Images here

Cover Page

Profile Pic of Page They have brand logo as profile picture

Haven't changed since 18-03-2019
comments 15k
likes 1.8k
shares 65

Top 3 Most engaged images

1 It pays to pay using Paytm! #7pe700

link https://www.facebook.com/Paytm/photos/a.150577358341177/3445845935480953
likes 11k
comments 979
share 83

2 Together for Tomorrow. Lo𝘃𝗶ng it today. #VodafoneIdea

link https://www.facebook.com/Paytm/photos/a.150577358341177/3436036993128514
likes 6.3k
comments 134
shares 13

3 Thank you for all the memories Mahendra Singh Dhoni!

link https://www.facebook.com/Paytm/photos/a.150577358341177/3365417300190484
likes 5.2k
comments 55
shares 74
 Changed on 29-07-2020
491 likes/reactions, 239
comments and 12 shares

45845935480953
36036993128514

65417300190484
How does the app solve Discovery
App has a very simple layout with all categories mentioned clearly with icons. 
Provides a simple search bar and notification window at the top right corner. A tab at the right top corner to show your profile
Easy QR scanning feature to make payments. Easy self descriptive icons at the bottom explaining the app layout with access to
Suggestions in search bar (popular searchers, seasonal searches, previous search)
Easy self descriptive icons at the bottom explaining the app layout with access to shortcuts like(categories, paytm mall, discov
Once we have made a selection we also get filtering options. (Recharge and pay bills -> Prepaid/postpaid, DTH, Electricity etc)

How does it solve Engagement

The application has a bright blue color, sky blue color and whitecolor pallet to attract user’s attention
Animated icons and the pictures capture the attention towards deals and offers. There are a lot of tabs to explore like online s
They have used gamification by offerings simple application games likes collect stickers. You can check your credit score for fre
Exciting cashback offers like 7 pe 700, reward points etc.

How does it solve Retention

Paytm Star first membership : this offers cash back, zomato gold, subscribtions to ganna plus Zee5 premium etc priority access
The exciting cashback offers using games, reward points or vouchers with every transactions attracts customers to keep using
They constantly send push notifications regarding latest offers & deals
p corner to show your profile.
he app layout with access to shortcuts like(categories, paytm mall, discover, offers & cashbacks)

tegories, paytm mall, discover, offers & cashbacks)

ostpaid, DTH, Electricity etc)

tabs to explore like online shopping, travel, loan and insurance , movies & events etc and The news feed tab providing latest news
heck your credit score for free.

premium etc priority access & offers. This hooks customers into their ecosystem by offering VIP like experience.  
cts customers to keep using the app.
providing latest news
Insert Page title and app screenshots

Format is to upload screenshots to the apps folder

Page title Paytm-Mobile Recharge, UPI Payments & Bank App

App screenshots