Dunzo’s battle for scale in India’s hyperlocal delivery market

Research methodology This teaching case was created using secondary research from credible and publicly accessible sources, including company press releases, esteemed business news outlets such as The Economic Times, Mint, Business Standard and TechCrunch, as well as industry reports from RedSeer and Bain & Company. Financial and operational data were aggregated from analyst commentary, investment announcements and market research studies conducted between 2018 and 2024. No primary interviews with company executives or employees were performed; consequently, ethical clearance or participant consent was unnecessary. All names, events and figures represent verifiable information in the public domain, and no details have been obscured. The integration of these sources guaranteed precision while facilitating an analytical narrative that aligns with the learning objectives of the case. Case overview/synopsis Dunzo was established in 2015 by Kabeer Biswas and his team, becoming one of India’s foremost hyperlocal delivery platforms. Using a convenience-centric model, it guaranteed delivery of any item within an hour, swiftly appealing to urban millennials and obtaining investments from Google, Reliance Retail and other significant entities. Dunzo’s innovative integration of a gig workforce, AI-driven routing and customer-focused service facilitated swift expansion across various Indian cities. By 2022, the quick-commerce sector had become highly competitive, with well-funded competitors like Blinkit, Swiggy Instamart and Zepto using aggressive pricing and marketing strategies. Dunzo encountered rising operational expenditures, elevated customer acquisition costs and unsustainable cash depletion. The critical organizational inflection point transpired in mid-2023, as escalating debt, postponed employee remuneration and investor fatigue compelled the leadership to contemplate significant restructuring, layoffs and a transition to B2B (Business-to-Business) logistics. This case discusses Dunzo’s evolution from a WhatsApp-based errand service to a capitalized technology platform, its transition to quick commerce, the competitive environment including Porter and Swiggy Genie, and the challenges of scaling in a saturated market. Complexity academic level This case is appropriate for courses in Strategic Management, Entrepreneurship and Innovation, Operations and Supply Chain Strategy, Digital Business Models and Emerging Market Business Strategy. It is intended for graduate programs, including MBA and Executive MBA, as well as advanced undergraduate electives. The case can be presented effectively in in-person, hybrid or entirely online formats. The material has been evaluated in a PGDM course titled “Entrepreneurship and Business Plan Development” with 63 participants, resulting in significant engagement owing to its pertinent Indian startup context and real-time industry relevance.