Founded in 2000, MakeMyTrip Ltd. Is a leading travel-service provider that handles 47% of India’s online travel bookings, and offers offline services, such as Holiday packages, through call centers, retail outlets and franchised agencies. It provides access to all major domestic and international airlines, over 13,000 hotels and guesthouses across India and more than 1,84,000 hotels outside the country, as well as rail and bus services.
Reduction in efforts spent on Agent Training
Reduction in Average Call Handling Time (AHT)
Double digit improvement
- Integration with Hotel Inventory Calling Engine
- Contact Centre Management
- Incident Smart-routing and management
- Knowledge Management
- Agent Live Assistance
- Email marketing campaigns and Analytics
- SLAs and Escalation Management
- Social Media Integration
Challenges faced by MakeMyTrip
Virtuos implemented complete CX suite for MakeMyTrip.com including Web and Contact Centre experience on Oracle Service Cloud platform. MakeMyTrip was quickly able to derive the following benefits from the implemented solution:
- Automate Lead Assignment, Enable Efficient Call Center Operations
- Gain Actionable Insight, Launch New Products in One Week Instead of Months
- Achieve High Scalability, Support Growth at Lower Cost
The solution implemented by Virtuos resulted in enhanced customer experience and increased business revenue as it empowered the agents with the ability to instantly view customer details, view travel booking history and provide repeat customers with a more personalized service, and thereby converting more inquiries into sales.
Words of mouth - Chief Technology Officer, MakeMyTrip.com
RightNow CRM implemented by Virtuos has helped us in managing our Customer Experiences better.