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About MakeMyTrip.com

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.

Highlights

50%

Reduction in efforts spent on Agent Training

50%

Reduction in Average Call Handling Time (AHT)

NPS

Double digit improvement

Modules Used

  • 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

Visibility into customer interactions across channels
Respond faster to large volume of customer queries
Disparate cumminucation channels, no unified view of customer and their interactions
Challenges in agent training, and agent productivity
End-to-End Customer life cycle management
Time taken for launching new campaigns

Virtuos Approach

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.

MakeMyTrip Casestudy Image Source: MakeMyTrip.com
Video Source: Youtube

Words of mouth - Chief Technology Officer, MakeMyTrip.com

RightNow CRM implemented by Virtuos has helped us in managing our Customer Experiences better.

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