Presented by Isha - 92016 Kishor 92062 Lokesh - 92063 Neelandra 92066 Ravi 92079 Mukul - 92066
Introduction
Founded in 2000 by Deep Kalra
Initially 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 & Recognitions
Super brand India 2009-10 Great Places To Work 2009 (Industry Professional
Services) Most Preferred/Best Travel Portal CNBC Awaaz 2009 Most Visited Travel Website comScore 2005-09 Most Preferred Online Travel Agency Travel Biz Monitor Survey 2008
Products & Services
One-stop travel shop
International and Domestic - Air Tickets
Bus and Rail Tickets Private Car and Taxi Rentals
Hotels Bookings
Holiday Packages B2B
MICE (Meetings, Incentives, Conferences & Exhibitions) Affiliate Services
24 Hr customer Service
Service Blueprint
Physical Evidence 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
Confirmation
Backend
Service Blueprint
Customer Segment
International Travellers
Inbound Travellers (NRIs & VFRs) Outbound Travellers (Indians travelling abroad) Domestic Travellers Process Map (from customer point of view) Visit Website Order the tickets or Package Get confirmation of the purchase by email Tickets and travel details are emailed Take print of the itinerary and Tickets Phone call from MMT to reconfirm itinerary and Tickets Contact employee actions & Technology actions Reconfirm tickets and itinerary. Link contact activities to needed support functions Coordination with Hotels, Car Rentals and airlines.
Business & Standards
Two major offices US and India 90% 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 confirmation 24 hr customer support Online web-chat Toll free number
Business & Standards
Focus 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 departure No 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 US MMT India bills MMT Inc by transfer pricing.
Business & Standards
To lower cost, MMT has setup an entity to source tickets
directly from airlines and eliminate consolidators fees To 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 & Process
Make my Trip lacks a system which tracks consumers
travelling habits and repeat purchase. Is in the process of launching a CRM tool Would enable Make my trip track the traveling habits of customers Would enable MMT to make customized travel packages for different segments of consumers
Gaps in Standards & Process
Lacks a system which can collate customer order information
from different departments Would 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 & Process
Make my trip lacks a system customers can order packages and
do a cash on delivery Company needs a system where customers can use the website as an information portal Can 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 & Process
Make my trip tracks quality by randomly listening to recorded
calls over a time of 2 weeks Company doesnt 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 & Process
Make 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 Improvements
Tap the domestic market
Indians travelling abroad
Indians travelling domestic (domestic holidays)
Explore new markets like Australia
Diversify into new product like complete travel packages
Have more corporate deals, collaborate with big corporate
houses Effective IT systems to have timely customer follow-up System to reduce the turn-around time.
