make my trip
TRANSCRIPT
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