Virtuos has bagged the most prestigious CRM Project from MakeMyTrip — India's leading Online Travel Company. After a year-long battle with multiple Proof of Concepts (POC) and more than thirty In-Person meetings and a series of product demonstrations, the Virtuos team has landed a US$1 Million multi-year contract.
Both Virtuos and RightNow Teams have worked on the requirements and needs of MakeMyTrip, which initially shortlisted CRM Software from Microsoft, Salesforce, Siebel, and lesser-known CRMs like Pivotel and Sage.
The deal is a clear testimony of excellent solution consulting by the team members from both Virtuos and RightNow.
It’s a proud moment for Virtuos after working tirelessly on this project by waking up early at 3 AM to work with RightNow Australia Teams and staying up late until 11 PM to stay in touch with the client’s requirements. For almost six months, we barely had time to sleep. Said Venky Vijay Reddi, CEO who led the project team members. I have interacted with MMT leaders like Rajesh Magow, CFO, Chetan Oberoi, CTO, Rajnish Kapur, CIO, and Mohit Gupta, CMO, along with dozen other CRM Committee members for over nine months to clinch this deal. Finally, a couple of large scale presentations to Deep Kalra, CEO of MMT, and 50 other Managers and C-Suite from various departments.
The deal includes Cloud-based Software for a few hundred Agent Desktop licenses of Contact Center, Chat Licenses, Knowledge Management, Web-Self Service, and All the three modules – Sales, Service, Marketing. Besides, MMT has also placed the subscription order for Voice of Customer (VOC), aka Feedback Module, to conduct C-Sat Surveys.
We have excelled on every front in comparison with leading OEM Software vendors and leading Consulting companies like Deloitte, TCS, Accenture amongst several others. MMT chose to put in trust in a small company like Virtuos despite having a prior relationship with Microsoft through another vendor who implemented Dynamics ERP. MMT has visited client reference sites of RightNow in India and also spoken to a few other leading brands who have been using RightNow for their Contact center and CRM operations. MMT has also enquired about the capabilities of Virtuos by speaking with Standard Chartered Bank and GE-Healthcare.
This was one of the toughest deals we have signed, as MMT has enormous expectations from CRM by covering a dozen Lines of Business. Said Kristina Hermanns, Solution Analyst at Virtuos. Being in the industry for several years, I could somewhat understand the travel business and RightNow Software, which was used worldwide at leading brands like eBookers, Orbitz, Travelocity, etc. Said Kristina Hermanns, Solution Analyst at Virtuos.
Satisfying every C-Suite member who happens to be questioning a wide variety of subjects related to technology, functionality, best practices, travel-related integrations, It was a tough time for me and My CEO – Venky Vijay. Said Priyanka Sood, Product Marketing Analyst at Virtuos. However, our early preparations and extensive study of travel CRM needs under our CEO's guidance has helped the team. It was such a great Team spirit that we carried on for over nine months single-handedly believing in the potential of this project. I could not have imagined what would happen if we failed on this project.
I have been challenged several times by the techies at MMT as the company itself considers itself more as a tech company than as a Travel Company. Said Amarinder Singh, Solution Lead Engineer - II. I had to spend sleepless nights conducting POC at MMT. Being single, I have worked day and night on multiple CRM technologies all through these months without any distraction.
I have made a few visits to India with my team members to influence MakeMyTrip's senior leadership to trust RightNow CRM despite our vast CRM Portfolio deployed at the major brands. Said Yong Sheng Li (YS). The dedication and the team spirit Virtuos has put in this deal is impressive, and all the kudos to teams involved in this project.
MakeMyTrip was founded by Deep Kalra, an alumnus of IIM-Ahmedabad. It was launched in the US market in the year 2000 to cater to the overseas Indian community for their US to India travel needs. MakeMyTrip started Indian operations in September 2005, offering online flight tickets to Indian travellers. The company also started to focus on non-air businesses like holiday packages and hotel bookings. MakeMyTrip has its website at www.makemytrip.com
About RightNow Technologies
RightNow Technologies, Inc. (Nasdaq: RNOW) provides customer relationship management software and services. The Company offers solutions that use self-learning knowledge-base to deliver customer self-service, email management, live interaction, issue tracking, and customer satisfaction measurement capabilities.
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About Virtuos Solutions
Virtuos Solutions Private Ltd. is a leading Customer Relationship Management Services and Cloud Computing Technologies Company based out NewDelhi/NCR with a registered office in Hyderabad, Andhra Pradesh. The Company has been inspired by the book — Virtuoso Teams and has entered the burgeoning CRM space by addressing three important needs of growing businesses — Sales, Customer Servicem and Marketing. Virtuos has forged partnerships with leading Global Players in the CRM Industry namely Kana Software (www.kana.com), Maximizer (www.maximizer.com) and RightNow Technologies (www.rightnow.com)
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