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

Reduction in efforts spent on Agent Training

Reduction in Average Call Handling Time (AHT)

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.