Pizza Hut India: Increasing Customer Coverage and Delivering Pizzas on Time

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A subsidiary of United States-headquartered corporation Yum! Brands, Pizza Hut prides itself on serving more pizzas than any other pizza business. Founded in 1958, Pizza Hut operates 18,000 restaurants in over 100 countries. In the Indian subcontinent, Pizza Hut and franchise partners Devyani International and Sapphire Foods India operate more than 500 pizza restaurants, including 430 in India itself.
Yum! Brands aims to increase the number of Pizza Hut restaurants in India to 700 by 2022 and has nominated the country as one of the keys to its future growth. The business also operates the KFC and Taco Bell brands in India.
“Globally we are the number one pizza chain in the world based on store count and we aim to be the single biggest pizza brand in India,” says Prashant Gaur, Chief Brand and Customer Officer, Pizza Hut India Subcontinent.
Google Cloud Results
- Maximizes customer coverage and helps ensure riders deliver pizzas to customers within required timeframes
- Onboards new stores to delivery in half a day, rather than the one month required previously
- Meets tech-savvy customer demands to interact across new social media messaging channels
- Launch of live tracking delivers superior customer experience, driving positive word of mouth and repeat business
Pizza Hut launched initially in the country in the late 1990s as a dine-in restaurant brand. However, with changing customer needs, Pizza Hut soon included delivery and takeaway to provide customers with the best tasting pizzas whenever and wherever they wanted them. “Pizza is always at the center of the experience, whether through delivery, dine-in, or takeaway,” says Gaur. “Convenience is key in allowing people to access our products.”
Manual processes
While the business had long shifted into a model that featured delivery and takeaway options, it still used some manual processes. For example, some restaurants used manual listings of customer addresses to manage delivery, which ended up excluding some customers and compromising the brand. In other cases it could take the business up to a week to create a trade zone – a delivery zone assigned to a restaurant – for each new outlet, delaying the commencement of delivery services and costing the business money.
In addition, Pizza Hut India identified an opportunity to more closely track whether pizzas were being delivered within targeted timeframes.
“In some cases, we were using a manual, self-reporting mechanism that provided information about the number of orders that reached consumers less than 30 minutes after an order was placed,” explains Ashish Agarwal, Director, Technology and eCommerce, Pizza Hut India Subcontinent. “We wanted to objectively track and verify delivery times.”
Manual order tracking and execution also limited the number of orders that could be processed effectively during demand peaks. Further, customers could not monitor the status of their pizza orders, including estimated time of arrival.
“Millennial consumers expect products and services to be available when and where they want them. Our focus is to retain the heritage of the brand, which is the dine-in environment, legendary service, and great assets in terms of our stores, while responding to this demand,” adds Gaur.
Pizza Hut India also needed improved analytics in order to identify where the best returns could be achieved by opening new restaurants; how to improve the customer experience; and operate more efficiently.
The business decided to implement a transformation program underpinned by two imperatives: the need to deliver operational efficiencies and scale faster by accelerating the opening of new stores, and the need to give consumers the option of connecting with the brand using the most convenient channel.
A ground-breaking initiative
Pizza Hut India evaluated potential technology partners that could help deliver the program and decided to partner with digital consulting services company MediaAgility, and use Google Maps Platform and Google Cloud Platform services.
“Our journey with MediaAgility and Google incorporated two key initiatives that had a specific impact on our brand and consumers,” says Gaur. “The first of these initiatives was the launch of a feature that enabled consumers and our business to track delivery riders in real time.”
This initiative was ground-breaking for a business that had, until recent years, focused on establishing itself as a restaurant brand. However, with delivery an increasingly important part of its revenue mix, Pizza Hut India decided to build customer engagement through the channel. “By allowing customers to track delivery riders in real time, we could improve engagement – but more importantly give them control,” says Gaur.
During the evaluation, MediaAgility demonstrated Google Maps Platform to Pizza Hut India. “We loved Google Maps Platform as its accuracy and value was proven by consumers using Google Maps for their day-to-day needs,” says Agarwal.
Pizza Hut India conducted brainstorming sessions with MediaAgility and its franchise partners to develop its strategy and complete the implementation. The business then completed several proofs of concept to determine how best to deploy and adapt the technology to some operational processes. “We submitted some data points to our franchise partners and our Pizza Hut brand operations team, and they determined which option to adopt,” says Agarwal.
Google Maps Platform powers delivery
MediaAgility, Pizza Hut India, and the franchise partners then completed a three-month implementation that included onboarding all existing restaurants and new restaurants to the delivery platform based on Google Maps Platform and on Google Cloud Platform.
Pizza Hut India now uses Distance Matrix API through Google Maps Platform to provide travel time and distance based on recommended routes between origins and destinations. This service helps provide delivery riders’ estimated time of arrival to customers.
Directions Service calculates directions by communicating with the Google Maps API Directions Service, which receives direction requests and returns efficient paths based on travel time and factors such as distance and number of turns. This service provides a view of the delivery rider’s position relative to the customer’s location.
Through the Nearest Roads service included in Roads API, Pizza Hut India obtains individual road segments for given GPS coordinates, while Snap to Roads provides the best-fit road geometry for given GPS coordinates.
The business employs Maps Javascript API to customize maps with dedicated content and imagery for websites and mobile devices – showing a map view to store managers and customers – and uses Maps SDK for Android to add maps based on Google Maps to its applications.
Google Cloud Platform runs the delivery platform
Pizza Hut India is running its delivery platform on a Google Cloud Platform architecture that comprises App Engine to run its web applications; virtual machine instances provided through Compute Engine; Cloud Datastore to run a NoSQL document database; Firebase to develop and run its mobile applications; Cloud Storage to store data; and a BigQuery analytics data warehouse.
Realizing goals
With Google Maps Platform and Google Cloud Platform, Pizza Hut India and its franchise partners are realizing the goals of the transformation program.
Rather than take up to seven days to manually map trade zones for stores, Pizza Hut India uses Google Maps Platform to create and update them as required. “After we started working with MediaAgility and Google, we digitized those maps and created trade zones – zones within which Pizza Hut India restaurants will deliver – based on estimated travel times during the busiest time of the week,” says Gaur. “This minimizes the risk of late deliveries.
“The other benefit was reduced time to activate new stores,” he adds. “If you are launching 100 stores per year, this becomes a big, big task. Now we can bring new stores into the market much more quickly.”
With MediaAgility and Google Maps Platform, the business can also help ensure newly built establishments – such as blocks of flats – are captured within trade zones, allowing stores to deliver to residents.
Delivery accounts for increased transactions
Pizza Hut India now automatically allocate orders to delivery riders using a rider tracking application on their mobile phones. When a rider starts his or her journey, Google Maps Platform enables point-by-point tracking by consumers and store managers. The Pizza Hut India delivery operations team monitors delivery performance through a real-time dashboard.
Pizza Hut India is meeting customer expectations of live, map-based streaming of delivery status on their devices – enhancing customer experience and loyalty, and adding accountability to the process. The business is reaping the rewards of its investment, with delivery now a large slice of its overall offering. “We have taken significant strides in the past three to four years to change our customers’ online ordering experience, and the last-mile delivery experience to the customers’ homes,” says Gaur.
Launching delivery tracking has also had a dramatic impact on Pizza Hut India’s internal key performance indicators. “The proportion of calls to our call center that are following up on an order, as opposed to placing an order, has fallen dramatically,” says Gaur.
Advanced analytics
Further, Pizza Hut India is running advanced analysis of data in the BigQuery data warehouse, enabling the business to determine which restaurants are doing well, which deliveries may be delayed, and what locations are most promising to open a new store. These insights enable the business to boost productivity, expand effectively, and operate more efficiently.
The business can now onboard new stores to delivery in half a day, rather than the month required previously. “The process enabled by Google Cloud and MediaAgility is also delivering significant operational cost savings as well as helping us open and grow new stores quickly,” says Agarwal.
“MediaAgility acted as our development partner across the project, helping us deploy everything from zones to rider tracking,” he says. “It’s been with us from the strategy discussion through the implementation and stabilization phases.”
Chatbot in development
MediaAgility has also helped Pizza Hut India create a chatbot using the Dialogflow development suite for creating conversational interfaces. “This project is about giving millennials and other customers one more channel to reach out and connect to the brand,” explains Agarwal.
Pizza Hut India is now ideally placed to continue growing and position itself as a brand of choice for tech-savvy consumers. “We’re extremely pleased with the contribution of all the parties involved in this project and look forward to continue transforming our business to meet the demands of the digital age,” says Agarwal.
While Gaur acknowledges it is difficult to predict change over the next two to five years, he believes delivery is likely to become more prominent in Pizza Hut India’s combination of offerings. “When we began our online journey in 2016, we predicted delivery would be about 25 percent of the mix by 2020,” he says. “With Google and MediaAgility, I think it will keep growing.”
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Building Globally Scalable Services with Istio and ASM
Building distributed applications is hard! Building globally scalable distributed applications is harder. Maintaining and growing these services as your business grows is even harder.
Learn how to create a globally scalable platform for your business on Google Cloud using service meshes. See how to build a platform on Google Cloud from the ground up.
Manage Packages Using Artifact Registry in Google Cloud Functions with Private Dependencies

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Late last year, we announced that Artifact Registry was going GA, allowing GCP customers to manage their packages within the same platform as they were being deployed. In this blogpost, we want to show you how to do exactly that with a private dependency.
Private dependencies allow your packages to be shared with only a select group of viewers. If your codebase is already private, a private dependency can help modularize functionality using the same methodologies you use in your open source projects. Furthermore, you can experimentally develop your private dependency without breaking your overall codebase by pinning the version of the dependency on a working release. It can also provide necessary and durable abstraction if multiple projects depend on the same functionality. It does so by allowing multiple teams access to up-to-date and tested code rather than relying on copying and pasting fragmented code snippets.
With Artifact Registry, you can now wire together your serverless processes with your private dependencies without ever leaving Google Cloud Platform. This blogpost will discuss one example of how you can host your private dependency and later deploy to a serverless host like Google Cloud Functions using Cloud Build to automate the deployment.
Before getting started, take a look at the sample code here to copy and follow along.
Creating a package
Let’s walk through deploying a Google Cloud Function with a simple private dependency written in Node. Our example dependency will return the input given in unicode. It’s index.js file will look like this:
const unicode = require('to-unicode');// This function returns the input in unicode.module.exports = (input) => {return unicode(input);};
First, you’ll want to prepare your package to upload to Artifact Registry. For Node, this package should have a package.json file, which should dictate the entry point and information about the package. You can create a simple one like the one below by running the command npm init -y.
For the name of the package you should specify your scope. A scope allows you to group packages, which is helpful if you want to publish a private package; alternatively, publishing without a scope would make the repository public by default. In this blogpost, we’re going to use the scope @example, but you should name it after your private dependency’s group (i.e., your company, team or project).
{"name": "@example/blog-repo","version": "1.0.0","description": "A sample repository for blogpost demonstration purposes.","main": "index.js","scripts": {"test": "echo \"Error: no test specified\" && exit 1","artifactregistry-login": "npx google-artifactregistry-auth"},"author": "Blogpost Authors","license": "ISC","devDependencies": {"google-artifactregistry-auth": "^2.1.0"},"dependencies": {"to-unicode": "^1.0.2"}}
Another important detail in this file is that the devDependencies property contains the dependency for authenticating to the google artifact registry. To authenticate, you will use the command in the scripts section later in this tutorial.
Uploading the package to Artifact Registry & setting up authentication
Follow the instructions on these guides for creating an npm package repository on Artifact Registry, without configuring npm or pushing the repository. Next, you’ll want to configure the .npmrc file. To do so, simply add an empty file titled .npmrc, which should live at the base of your repository. To configure this file to deploy to the registry you just created, run the following command, and add the output to the .npmrc file. (Note: you may need to install the Google Cloud SDK before running the command.)
gcloud alpha artifacts print-settings npm –scope=@example
—repository=blog-repo —location=”us-central1”
Copy that output into your .npmrc file. Ultimately, it should look like this, substituting <projectId> for your Google Cloud Platform project ID.
@example:registry=https://us-central1-npm.pkg.dev/<projectId>/blog-repo///us-central1-npm.pkg.dev/<projectId>/blog-repo/:_authToken=""//us-central1-npm.pkg.dev/<projectId>/blog-repo/:always-auth=true
Then, you can push the package to the artifact repository. To do so, run this command (ensuring that you’ve copied the scripts portion from the package.json file above):
npm run artifactregistry-login <path to your .npmrc file>
This command allows you to refresh your access token when pushing your repository.
Then, simply publish by running:
npm publish
You can confirm you’ve deployed your library by searching for the repo in Artifact Registry in your Google Cloud Platform dashboard.
Setting up your Google Cloud Function
Once you have set up a repository in Artifact Registry, you can start to build your applications on top of it. Take a simple serverless example, like a Google Cloud Function:
const unicode = require('@example/blog-repo');const escapeHtml = require('escape-html');exports.mygcf= (req, res) => {res.send(`Hello ${escapeHtml(unicode(req.query.name || req.body.name || 'World'))}!`);};
This simple Cloud Function uses our private dependency to print out “Hello World” to the specified URL in unicode (it actually uses the same example in this tutorial). But how will Cloud Function successfully pull the private dependency? By using the .npmrc file you created in your original repository.
To see it in action, follow instructions for creating a simple Google Cloud Function. You can follow the tutorial exactly, ensuring that the following three key elements are in your function:
- When you create the index.js file (as done in the tutorial), it should live at the base of the repository, and should use the private dependency you’ve set up in artifact registry (like the example above),
- Its package.json should list:
- Your dependency with the version as listed in Artifact Registry
- A script to authenticate with artifact registry (just as for your dependency)
{"name": "mygcf","version": "1.0.0","description": "","main": "index.js","scripts": {"test": "echo \"Error: no test specified\" && exit 1","artifactregistry-login": "npx google-artifactregistry-auth .npmrc"},"author": "","license": "ISC","dependencies": {"escape-html": "^1.0.3","@example/blog-repo": "1.0.0","ini":: "^2.0.0"}}
- And, most importantly, you should copy over your
.nmprcfile to the base of this Google Cloud Function to authenticate your npmrc token.
Then, you can deploy the function using the following command:
gcloud functions deploy mygcf --runtime nodejs12 --trigger-http --allow-unauthenticated
To see it in action, simply follow the http trigger link (from the tutorial) and check out your input in unicode.
Automate and protect your Cloud Function
The command above will deploy the function, but it does so by exposing your token in your .npmrc file, and by forcing you to manually re-authenticate each time you redeploy the function. To automate the redeployment of the function in a safe manner, you can add a cloudbuild.yaml file to the root of your Cloud Function package.
First, let’s start by creating a helper function to modify the .npmrc file. You should save the following file to the root of your Cloud Function package, and name it npmrc-parser.js:
const fs = require('fs');const ini = require('ini');function main(pathToAuthToken, pathToNpmrc) {const config = ini.parse(fs.readFileSync(pathToNpmrc, 'utf-8'));const token = config[pathToAuthToken];config[pathToAuthToken] = "${TOKEN}";fs.writeFileSync(pathToNpmrc, ini.stringify(config));console.log(token);return token;}const args = process.argv.slice(2);main(...args);
Next, let’s create the file cloud build file. To do so, copy the following file in the root of your directory, and title it cloudbuild.yaml:
steps:- name: nodeentrypoint: npmargs: ['run', 'artifactregistry-login']- name: nodeentrypoint: npmargs: ['install']- name: nodeentrypoint: /bin/bashargs:- -c- |token=$(node npmrc-parser.js ${_PATHTOTOKEN} ${_PATHTONPMRC})echo $tokenecho $token > _TOKEN- name: gcr.io/cloud-builders/gcloudentrypoint: /bin/bashargs:- -c- |gcloud functions deploy "${_FUNCTIONNAME}" \--trigger-http \--runtime nodejs12 \--allow-unauthenticated \--set-build-env-vars TOKEN="$(cat _TOKEN)"
The first two steps of the build file will authenticate your private dependency, and install all dependencies on the project. The third step will call the custom helper function we created above to prepare your .npmrc file. This function takes two arguments, pathToAuthToken, and pathToNpmrc. The pathToAuthToken is the left-hand side of the authToken assignment in your .npmrc file. It should look something like this, replacing projectId with your own project:
"//us-central1-npm.pkg.dev/<projectId>/blog-repo/:_authToken"
The pathToNpmrc would be wherever you’ve saved your .npmrc file. In this case, the value would look like so:
".npmrc"
This build step removes the token value on the file and saves it to a variable, and replaces the .npmrc file with the environment variable TOKEN. So, the Cloud Function never stores the actual token in the source code, and the .npmrc file that is saved locally looks like this:
@example:registry=https://us-central1-npm.pkg.dev/<projectId>/blog-repo/
//us-central1-npm.pkg.dev/<projectId>/blog-repo/:_authToken=””
//us-central1-npm.pkg.dev/<projectId>/blog-repo/:always-auth=true
The last step in the build file redeploys the function, replacing the environment variable in the .npmrc file with the token value we just created. To run the build steps, you can set up a trigger, or run the following command manually, replacing the variables as we’ve described above:
gcloud builds submit --config=cloudbuild.yaml \ --substitutions=_PATHTOTOKEN="<PATHTOTOKEN>",_PATHTONPMRC="<PATHTONPMRC>",_FUNCTIONNAME="<CLOUDFUNCTIONNAME>"
Before running, make sure you’ve set the appropriate permissions for your Cloud Build function.
That’s all there is to it! Once set up this way, your Google Cloud Function can pull in your private dependency from Artifact Registry without hosting on any external package managers, and without any manual deployment steps.
Automate publishing your private dependency
To speed up the deployment of your local package to Artifact Registry, you can also add a Cloud Build file to your Artifact Registry package that will trigger a publishing event when changes are saved to your package. You can follow the setup steps here, but here is a snippet of a sample cloudbuild.yaml file that would live in your private dependency:
steps:- name: gcr.io/cloud-builders/npmargs: ['run', 'artifactregistry-login']- name: gcr.io/cloud-builders/npmargs: ['publish','${_PACKAGE}']
What about other languages and runtimes?
Even though this blog post focuses on Node.js, Cloud Functions and Artifact Registry support other runtimes as well, like Python and Java. For example, with Python the steps for deploying the module to Python aren’t much more complicated than Node. Once you’ve readied your private dependency and published to Artifact Registry, you can start creating a Google Cloud Function like the one above, but in Python. Next, you will want to fetch and package these dependencies locally.

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While microservices are lauded as catalysts for speed and scale, the conversation is incomplete if it does not include APIs. Without APIs, microservices cannot be securely, reliably, and adaptably scaled across an organization or to outside partners. Moreover, because these APIs and their microservices are meant to be widely consumed and reused, it’s not enough for companies to merely create the APIs and move on. Rather, the APIs should be continually managed so the business can control how its microservices are accessed, generate insight into how they are used, and encourage reliability of its services.
As microservices grow beyond their original use cases and are being leveraged to share important functionality throughout the enterprises and even with external partners, the problem that arises is how this sharing creates challenges for teams trying to secure, monitor, understand usage of, and fully take advantage of microservices.
In this eBook we explore how leading enterprises are facing these challenges head-on and scaling their microservices strategies. Learn how APIs make it possible for microservices to be securely, reliably, and adaptably shared, and how an API management platform enables enterprises to ensure that they maintain control over their microservices as consumption grows.
How APIs Helped PWC Open New Revenue Streams Using Existing Data

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PwC, one of the “Big Four” accounting firms, is well-known for professional services structured around auditing, insurance, tax, legal, and traditional management consulting. In Australia, the PwC Innovation and Ventures group has taken the global lead in building new, technology-based, turnkey lines of business outside of PwC’s traditional service areas. Applying its insights and knowledge base to the company’s vast amounts of existing data, PwC has uncovered new revenue models, distinct from its traditional, labor-intensive services.
Traditionally, people at PwC connected to critical data in response to scheduled tasks or crises in order to provide independent advice, often after the fact, when there’s little runway to make considered business decisions. The company wanted to move beyond the status quo, where people connected to static data and where benchmarking, deeper insights, and alerts were often an afterthought. Expertise gained from analyzing data and drawing valuable insights often was limited to individuals—it didn’t scale. PwC aimed to leap forward technologically and build utility and value for its customers through the development of a vibrant API-based ecosystem.
Innovation From Down Under
Australia is helping to lead the way at PwC from a software and development perspective. Early on, the Innovation and Ventures group decided to collaborate with PwC New Zealand, which leads the world in cloud general ledger adoption. The group represents the first with over 20% of its customer companies keeping their general ledgers in the cloud (that figure is currently around 35%), and serves as an early example of what can be achieved with APIs based on cloud general ledger data.
Accessing proprietary data (most significantly general ledger data), transforming it, and connecting it to an ecosystem of partners and clients via APIs, has quickly proved a winning formula for PwC, in the form of its Next platform, which combines multiple cloud accounting tools and integrated cloud applications in an open platform. It also includes customizable dashboards that provide a holistic view of a client’s entire portfolio, including business trends, in real time.
“By our very nature, we’re a people and services business, evolving into a data business. The biggest help that Apigee has provided in this transformation is in helping us expose core, rich data so that our people who provide services today can actually demonstrate value in the market tomorrow.”
— Trent Lund, PwC Australia
In developing the firm’s first technology products, PwC Australia’s Head of Innovation and Ventures Trent Lund was adamant that as an accounting firm, PwC never spend a dollar building something that technology professionals had already done better. That credo led Lund to select Google’s Apigee as PwC’s platform of choice for developing productized APIs.
Cloud-first Strategy
Increasingly, the datasets PwC wants to connect with are from public sources and open APIs coming from cloud providers. The Apigee toolset is perfectly positioned for Lund’s team’s focus on data connectivity—especially now that Apigee is part of Google, Lund says.
“The Apigee integration into Google is really helpful for us because we can connect in with that same ecosystem. Our team is relatively small by global standards, so we really don’t have time to try and foster multiple technology relationships,” Lund says. “We need to have deep, trusted relationships where we can get a level of sharing now and into the future, and that’s what we get with Apigee.”
PwC Australia continues to innovate and build the platform, but rather than continuing to pay for development from its local innovation fund, the platform is now funded globally so that it can be accelerated and shared across four countries. Australia, New Zealand, the United Kingdom, and the United States are simultaneously guiding the platform’s requirements and features as PwC develops with an awareness of each country’s individual regulations.
For example, compliance with the European Union’s General Data Protection Regulation (GDPR) and China’s data residency rules would be far more complicated without a single technology partner like Apigee that experiences the same global challenges as part of Google, Lund says.
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Modernize Your Security Posture for Cloud-Native Applications with Anthos
Modern security approaches have moved beyond a traditional perimeter-based security model. As many organizations seek to adopt cloud-native architectures and are deploying applications in hybrid and multi-cloud environments they demand a more flexible and extensible approach towards security.
Learn how to address security issues as early in the development and deployment life-cycle as possible—when addressing security issues can be less costly—and do so in a way that is standardized and consistent. Help keep your organization secure and compliant with Anthos.
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