Make My Trip

Make My Trip

Presented by

Isha - 92016

Kishor – 92062

Lokesh - 92063

Neelandra – 92066

Ravi – 92079

Mukul - 92066

IntroductionFounded in 2000 by Deep KalraInitially MakeMyTrip.com concentrated on the US-India travel

sector targeting primarily NRIs in US, UK and Australia travelling to India

In addition it also targets VFRs (Visiting friends & Relatives) and nationals from US, UK and Australia coming to India on vacations

Soon In a relatively short span, MakeMyTrip.com grew to emerge as a major travel website in the US to India sector

Has an approximate 4% share of the NRI market.

Awards & RecognitionsSuper brand India – 2009-10 Great Places To Work – 2009 (Industry –

Professional Services) Most Preferred/Best Travel Portal – CNBC Awaaz

2009Most Visited Travel Website – comScore – 2005-

09 Most Preferred Online Travel Agency – Travel Biz

Monitor Survey – 2008

Products & ServicesOne-stop travel shop International and Domestic - Air TicketsBus and Rail TicketsPrivate Car and Taxi Rentals Hotels BookingsHoliday Packages B 2 B

MICE (Meetings, Incentives, Conferences & Exhibitions)

Affiliate Services24 Hr customer Service

Service BlueprintB

ack

en

d

Confirmation

PhysicalEvidence

Website Tickets Phone Web Chat IVR

Customer Action

Book Ticket Customers Contact Sales

Person

Chat with the Sales Person

Follow Automated

System

Contact Person

(Invisible)Sales Representative

Service BlueprintCustomer Segment

International Travellers Inbound Travellers (NRIs & VFRs) Outbound Travellers (Indians travelling abroad)

Domestic TravellersProcess Map (from customer point of view)

Visit Website – Order the tickets or PackageGet confirmation of the purchase by emailTickets and travel details are emailed Take print of the itinerary and TicketsPhone call from MMT to reconfirm itinerary and Tickets

Contact employee actions & Technology actionsReconfirm tickets and itinerary.

Link contact activities to needed support functionsCoordination with Hotels, Car Rentals and airlines.

Business & StandardsTwo major offices – US and India90% business from US, 8-10% from India, 2% from Australia

operations.MMT operates as two entities

Make my Trip – India Make my Trip Inc – USA

Sales team consists of 3 divisions Internet Sales Corporate Sales General Sales

Online bookings and confirmation24 hr customer supportOnline web-chatToll free number

Business & StandardsFocus primarily on customer service Estimated 40% service calls for schedule changes, itinerary

confirmations or reconfirmations.All tickets & travel information are reconfirmed 72 hrs before

the departureNo individual targets but team targets to stress on good

customer service rather than dive sales and neglect customer service

Team targets are set everyday and all employees are rewarded on a achievement to induce team effort.

MMT India offers all call centre operations to MMT Inc USMMT India bills MMT Inc by transfer pricing.

Business & StandardsTo lower cost, MMT has setup an entity to source tickets

directly from airlines and eliminate consolidators feesTo increase operational efficiency and increase customer

service, it is investing in technological advancements.It is currently implementing a Customer Relationship

Management (CRM) process to track changes in customer buying and travelling habits.

Gaps in Standards & Process

Gaps in Standards & Process

Gaps in Standards & ProcessMake my Trip lacks a system which tracks consumer’s

travelling habits and repeat purchase.Is in the process of launching a CRM tool Would enable Make my trip track the traveling habits of

customersWould enable MMT to make customized travel packages

for different segments of consumers

Gaps in Standards & ProcessLacks a system which can collate customer order information

from different departmentsWould reduce the turnaround time and increase the

efficiency of service.The system should be able to track the order of each

customer Each department needs to update the status of the work for

each customer.This information could be also available online and

customer can check the status of the order themselves without call MMT reducing calling charges for MMT.

Gaps in Standards & ProcessMake my trip lacks a system customers can order packages and

do a cash on deliveryCompany needs a system where customers can use the

website as an information portalCan place orders on phone.Pay by cash or check and payments can be collected by

MMT agents from customers houses.Can be initially started in metros and can be expanded on

analyzing the response of the service

Gaps in Standards & ProcessMake my trip tracks quality by randomly listening to recorded

calls over a time of 2 weeksCompany doesn’t ask for any feedback from the customers

after the call ends – there should be an option for the customer to provide a feedback

The time difference between the call taken and quality measured is large which need to be reduced.

Gaps in Standards & ProcessMake My Trip can have better security features and refunds

policies Would induce confidence in the system and drive growth in

online purchases.Educating customers on online purchase and make them

comfortable.The company need to formulate a Recovery strategy to

increase repeat purchase.

Future ImprovementsTap the domestic market

Indians travelling abroadIndians travelling domestic (domestic holidays)

Explore new markets like AustraliaDiversify into new product like complete travel packagesHave more corporate deals, collaborate with big corporate

housesEffective IT systems to have timely customer follow-upSystem to reduce the turn-around time.

Thanks