Tata: Tata Neu $2 billion revamp: CEO explains how the investment has paid off for the super app – Times of India

Tata Sons has invested more than $2 billion in its super app Tata Neu. The app claims to have seen a surge in business after it was reworked before the recently-concluded Indian Premier League (IPL). In an interview with Economic Times (ET), Tata Digital CEO Pratik Pal told that the company is looking at turning profitable in a three-to-five-year timeframe.
Changes made to the revamped app
The app which was launched in April 2022 was redesigned by Tata Group before IPL 2023. The revamp saw some of the app’s key features like the navigation interface and payment systems getting a refresh. Pal said that this has resulted in its “best growth phase on all counts, including revenue.” Pal was appointed as Tata Digital CEO in 2019. Earlier, he was with Tata Consultancy Services (TCS) for more than 27 years and held several key leadership positions.
“End-to-end consumer experiences matter and that is a big roadmap for us. Our omnichannel experience has to be the best in class because of our assets and consumer touchpoints. We are now working on a road map to widen our omnichannel platform and offer more consumer choices by adding new products and categories that the Tata universe may not have,” Pal noted.
Smoothing rough patches
The company also had to address complaints about glitches, poor user experience and payment issues in the app soon after the official launch in 2022.
“We worked during the last eight months on making the app experience best in class… and we expanded consumer offerings and launched multiple financial services. Consumers have reacted positively to the new version with a rating of 4.2 and all the app parameters are currently at par with industry benchmarks. We… have drawn a strong roadmap towards innovating on customer experience,” Pal noted.
Initially, the app was launched with three broad categories. It included electronics, grocery and e-pharmacy. Later on, Air Asia, Indian Hotels and other companies like Titan, Tanishq as well as Westside came on board. For financial services, the company launched the Tata Neu HDFC card in November. The app also bundles loyalty programmes of Titan, Tanishq and Westside with the NeuPass. Apart from loans and insurances, the app also allows users to make United Payments Interface (UPI) transactions and bill payments.

“We are looking at widening offerings and expanding horizons to weave together similar products,” Pal said. New products may include niche categories such as adventure travel. The company is also planning to combine the 1mg medicine delivery platform along with fitness and insurance in a subscription model into the app. This will provide users with consumer health, insurance, fitness and medicines in one app.
“We have these assets which we stitch together for the consumer. Take weddings for example—70-80% of wedding needs are taken care of under Tata brands Tanishq, Indian Hotels, flights (Air India, Vistara), apparel (Westside), which the super app stitches together as a one-stop solution,” Pal added.