BUSINESS DEVELOPMENT INTERNSHIP

REPORT

ARPAN CHATTERJEE
(B20IMT709)

4th Year, Integrated M. Tech

Institute of Chemical Technology-Indian Oil Campus, Bhubaneswar

Guided By: Bharat Agrawal (Business Head, TravClan)

TravClan Technology India Pvt. Ltd

New Delhi

1
 DECLARATION

I hereby declare that I have prepared this internship project report, and no part has been
plagiarised from other sources. The figures, texts, or scheme notes included in this report
from other sources have been duly cited and properly acknowledged. I also declare that
I shall be solely responsible if any section of the submitted report is found to be
plagiarized.

PLACE: Bhubaneswar Signature of the Student

DATE: 2nd May 2024 Arpan Chatterjee (B20IMT709)

2
 ACKNOWLEDGEMENT

At the outset, I wish to express my gratitude to all who have been a part of my training
experience, and without their help, this report would never have taken shape. I sincerely thank
my institute for making me capable enough to apply for this internship and getting me
selected.

It’s been a great experience to primarily work in a start-up for the very first time, especially
a travel-based start-up, which I have been looking forward to for a long time. This was my first
time trying to take up an internship role at a stream different from engineering. Here, I dealt
with the B2B travel industry and learned how the operations work in and out. Here, I
understood how the industry works and how a start-up operates.

I had a great time understanding the corporates and the different business angles, such as
sales, operations, client dealing, and deal closure for the company. This journey was only
fruitful because I had the kind mentorship of Mr Chirag Aggarwal, CEO & Co-Founder of
TravClan and Mr Bharat Agrawal, Business Head of TravClan, who made my journey easy
to understand and very worthy at the end.

I want to thank my parents, family and professors, who guided me with everything to make
me capable enough to land this internship.

Last but not least, I would like to thank my college’s internship cell and the mentors, Dr.
Shivanand Shirkole and Dr. Sushama Chakroborty, for helping me to land this opportunity,
which is way outside of my branch.

Bharat Aggarwal
Business Head
TravClan Technologies India

3
 Table of Contents
1. Industry and Company Profile ..................................................................................... 5
1.1. Industry Overview ........................................................................................................5

1.2. Company Profile ..........................................................................................................6

1.2.1. Trend & Growth...........................................................................................................7

1.2.2. Consumer & Service Mix ................................................................................................8

1.2.3. Operations ..................................................................................................................8

1.2.4. S.W.O.T Analysis ..........................................................................................................8

2. Internship Experience ............................................................................................... 10

2.1. Position & Role .......................................................................................................... 10

2.2. Experience ................................................................................................................ 10

2.3. Internship Evaluation .................................................................................................. 10

3. Project Report ............................................................................................................. 11

3.1. Improving Agent Relations (Week 1 to Week 3) .................................................................. 11

3.2. On-Trip Application for Mobile (Week 4 to Week 10) ........................................................... 14

3.2.1. Understanding Issue Category ....................................................................................... 14

3.2.2. Feasible Solutions ....................................................................................................... 14

3.2.3. Application in the Industry ........................................................................................... 15

3.2.4. Final Application Launch (Pilot Scale) ............................................................................. 15

4. Conclusion ................................................................................................................ 17

4
1. Industry and Company Profile

1.1. Industry Overview

As per a recent report by ET Money, the Indian travel & tourism market is projected to reach a net
revenue of USD 23.72 Billion in 2024 and expand at around 9.21% CAGR between 2024-28. This
prediction is based on Indian outbound traffic, which treats international destinations as their new
domestic.

As a result of the growing scale and importance of the Indian outbound traveller for global
destinations, tourism has the potential to intersect with geopolitics and economics
increasingly. This is evident in the current controversy around remarks made by three deputy
ministers in the Maldives that insulted India.

Fig 1.1.– The Maldivian Tourism Landscape of Indian Tourists in late

2023
This sparked an almost immediate response by the Indian public on social media, supported
by several high-profile celebrities, with hashtags such as “Boy_Cott-Maldives” trending
within hours. The Maldives tourism industry would be concerned, given that India was its
largest tourist source market in 2023, accounting for 11.1% of total arrivals.

Similarly, a few key market drivers can greatly affect the travel industry, such as:

 Technology: Technology as a core focus enables Travel Agents and Passengers to plan
accordingly and to the point without wasting unnecessary resources. Advancements not
only steer us towards a more digital society but pave the way for delivering personalised

5
 customer experiences and operational efficiency for companies and their employees.
Technology is, ultimately, the only path to survive and stand out in the tourism sector.

 Sustainable Travelling: Today’s tourists are much more aware of the environmental
impact of tourism-related activities in recent years. Hotels are adopting renewable
energies, centralised software, and BMS to optimise operational efficiency and reduce
their environmental footprint.

 Experiential Travel: The trend towards a holistic approach is consolidating, with

travellers seeking authentic local experiences with a strong preference for wellness-related
activities, active tourism, immersion in nature, and gastronomy. These plans now surpass
interest in activities conventionally These plans now surpass interest in activities
conventionally linked to tourism, such as art and culture.

 Geopolitical Scenario: Geopolitics affects the tourism sector to a huge extent. Most
recently, Maldives has suffered a lot, which had a huge hit due to its new governance. That
is why we saw a decline in Indian outbound tourism to Maldives in the 1 st quarter of 2024
by around 38% and a sudden increase in the Lakshadweep area, greatly changing the game.

1.2. Company Profile

TravClan is a B2B travel startup that enables travel agents to book flights, hotels, and packages at the
best B2B rates. It operates a travel support platform to help travel agents connect and transact
with suppliers such as destination management companies, tour operators, and hotels. The
company's platform provides payment
gateway integration, data protection,
custom package sending, real-time
quotes, an automated travel news
section, and video guides, enabling
travel agents to get free travel leads by
sharing high-quality travel deals in
their social network.
It has a strong business model and
focuses on delivering excellent
customer experience, facilitating our
sustainable growth funded by internal
cashflows. They have also recently
raised USD 5.5mn+ funds from
marquee global investors to fuel
innovation and growth!

Fig 1.2.– All about TravClan

6
 The company was founded by some very successful people who worked for similar
successful start-ups in 2018 to make the lives of travel agents easier and better, with enhanced
software upgradation and better consumer support.
TravClan has a total of 388 competitors, and it ranks 2nd among them. 25 of its
competitors are funded, while 11 have exited. TravClan and its competitors have raised over
$104 Million in funding across 58 funding rounds involving 131 investors. There are 1 public
and 10 acquired companies in the entire competition set.
The key market drivers for TravClan are:

 Innovative Platform: TravClan offers a cutting-edge platform that streamlines payment

processes between travel agencies and suppliers. By leveraging advanced technology, the
platform automates tasks, reduces manual intervention, and ensures efficiency in financial
transactions.

 Efficiency and Transparency: With TravClan, travel agencies can enjoy greater
transparency and control over their payments. The platform provides real-time visibility into
transactions, enabling agencies to track payments, reconcile accounts, and manage finances
easily.

 Enhanced Collaboration: TravClan fosters stronger relationships between travel

agencies and suppliers by facilitating seamless communication and collaboration. Through
its platform, parties can interact, negotiate terms, and resolve disputes transparently and
efficiently, fostering trust and mutual benefit.

 Scalability and Flexibility: The platform is designed to accommodate the diverse needs
of travel agencies of all sizes. Whether a small boutique agency or a large corporate entity,
TravClan offers scalable solutions tailored to individual requirements, ensuring flexibility
and adaptability.

 Security and Compliance: TravClan prioritizes the security of financial transactions and
adheres to industry-leading data protection and compliance standards. With robust security
measures, the platform offers peace of mind to users, safeguarding sensitive information and
mitigating risks.

 Customer-Centric Approach: TravClan is committed to delivering exceptional value

and service to its customers. The company prioritizes customer satisfaction and continuously
seeks feedback to enhance its offerings and address evolving needs effectively.

1.2.1. Trend & Growth

The Indian travel and tourism market is expected to grow at a rate of approximately 9.21%
CAGR between 2024 and 2028, with a projected net income of USD 23.72 billion in
2024, according to recent research by ET Money. This projection was made based on
outbound traffic from India, which views foreign locations as their new domestic.

7
1.2.2. Consumer & Service Mix

Travclan offers a variety of FHP (Flights, Hotels, & Packages) services for travel agents
using various technological and consumer-friendly approaches. Since it is a B2B brand, we
need to have proper verification systems to ensure that we are onboarding the proper set of
travel agents who are genuinely consumer-friendly. This startup does not plan to expand
further into the B2C segment and has strictly no B2C offers, making it its biggest USP.

1.2.3. Operations

With its offices in Dubai & Singapore, we have a stronghold as a Destination Management
Company (DMC) and have our on-field support, which also acts as another one of the
USPs. Hence, we have a very smooth experience for the travellers, and we do not have any
issues on-trip. But if we do, one of my projects, the On-Trip app, launched in the last quarter
of February 2024, has a better on-trip experience and is under trial.

1.2.4. S.W.O.T Analysis

SWOT analysis is a strategic planning tool that helps organizations identify their strengths,
weaknesses, opportunities, and threats. TravClan’s SWOT analysis is presented below:

Strength

 The technology support, like live price support, price locking and various packages
and destinations.

 We are a DMC in Dubai, Singapore, Vietnam and 5 other places, having our fleet
of transport and various contracted properties and honest pricing.

 Strong focus on agent and consumer delight, with lightning customer support.

 The best part is that, compared to our competitors, we have a tailored Whatsapp
group with our on-trip desk and the passengers for the best support, excluding a
leak to the travel agent.

 Travel agent friendly, helping him focus on his business more than his ongoing trips.

Weakness
 A lot of miscommunications at our end on the WhatsApp group, and hence, a lot of
discrepancies, ruining the experience of the consumer and building a lack of
confidence between the consumer and the travel agent.

8
  Lack of brand awareness compared to competitors like Akbar, Riya, etc.

 Limited travel update knowledge of the travel agent and lack technological
aspirations due to lacking trust in our brand.

Opportunities
 Increasing market size of the travel industry post covid, especially the
experiential travel market, constituting 15-20% of the entire market.

 Expansion into sports tourism, an expanding market currently, will grow at a

CAGR of 10% between 2024 and 2032.

 Partnership with international travel boards and agencies for better business.

Threats
 Competition from larger and established players in the market

 Unpatentable tech, making it easier to copy, only has the first mover advantage.

9
2. Internship Experience

2.1. Position & Role

I was inducted into the company as a Business Development intern, who was supposed to
look at and understand the business aspect of the travel industry and work with the sales
and marketing team to generate leads and more investment opportunities.

2.2. Experience

 I started with understanding the travelling market and applied it to the best of my
knowledge as I had a few prior management experiences. I understood the company and
the company in the preliminary stages of the internship.

 After that, they gave me weekly tasks in the sales and marketing departments. In the 1 st
week, I was assigned to the sales department and was responsible for generating leads and
understanding the market dynamics, how sales works

 In the 2nd week, I was assigned to the marketing department, where I was handed over the
monthly digest for the company, designed some marketing elements using Canva, and led
a small team of interns to create an offer for the travel agents, which was implemented at a
pilot scale, and showed a 25% CAR (Customer Acquisition Rate).

 In the last phase of my internship, we were given an internship project to develop a solution
to solve the miscommunication problem on the ground. We developed our very own “On-
Trip App”. A team of 5 top interns was formed.

2.3. Internship Evaluation

My team and supervisor provided me with a performance evaluation during the internship.
My performance was assessed based on my ability to complete tasks on time, collaborate
with others, and generate excellent work. I was also assessed on my capacity to pick up
new skills and adjust to a changing work environment. As a result of the encouraging
feedback I got, I performed better.

10
3. Project

3.1. Improving Agent Relations (Week 1 to Week 3)

 The sales and the travel agent records were monitored using TravClan 's CRM software,
Aryabhata, formerly Lead Management System, aka LMS, as shown below.

Fig 3.1.1.– The LMS Interface

 There are different categories of bookings, although I was supposed to deal only with
package sales. When I landed in the sales team in the 1st week, I was handed the package
sales team and was given a set of leads churned due to issues with the previous
Customer Relations Manager (CRM). They were not ready to do business with us.

 A CRM in the package is sales, which generally pitches and resolves any issues
regarding a particular destination. I was handed over the Maldives, as it hit a flat line
in the 3rd quarter of FY 2023-24, making it next to impossible to sell.

Table 3.1.1.: Data Table for Maldives Bookings in the 3rd Quarter of FY-2023-24

Maldives Booking Record 3rd Quarter (Top-4)

Month Property ID October November December
Furaveri Maldives P-661 8893 6000 3000
Cinammon * 3 P-692-94 15002 9815 9650
Medufushi Maldives P-882 4002 4119 1090
6 Senses Kanuhura P-801 6923 4411 779

 Key drivers for the decline of the Maldives market, according to my analysis for the next
5 days, were:

11
 i. Change in the leadership of the Maldivian region and the Leave India
movement initiated by the President of Maldives.

ii. Promotion of Lakshadweep by the PM of India, creating a surge in the

region’s cruise and hotel market.

iii. It is relatively cheaper for the end consumers looking forward to a

destination.

 My job was to reactivate the inactive leads and initiate transactions with them, as they were
the premium dealers for the Maldives, and it was the perfect time for vacations.

Fig 3.1.2 – The Aryabhata So ware

 I designed a particular set of action plans and, under the discretion of my mentor, designed
an offer of giving a free seaplane to and fro airport ride to the resort they have booked. My
action plan was as follows:

i. Had a chat with the lead, if possible, and understood why they were
deactivated. Generally, it consists of the fault of the CRM, which was
assigned or some technical issues. So, addressing the issues was my
major concern.

ii. Once addressed, explain why the Maldives are still safe for Indian
tourists and how they can sell them to consumers. Shared customised
selling points, like free seaplane rides, complimentary poolside
dinners, etc.
iii. Also, provide them with a few marketing materials and a better
understanding of the area and help them with a few marketing
materials.

12
 Post this, there was a slow yet steady increase in the Maldives’ traffic as the team started
efficiently, making it possible with the offers designed during my 2nd week in the marketing
office.

 As a result, at the end of the last quarter, we saw an increase in the number by an average
of 45.68% from January till March’24. This was the first internship experience that led
me to my main project, from January to March 3rd week.

 A before and after comparison was provided by the office for the report, and the turnout
was healthy, as shown:

Fig 3.1.3 – Before Sales

Fig 3.1.4 – A er Sales

13
3.2. On-Trip Application for Mobile (Week 4 to Week 10)
 After completing the 1st assignment, the top-performing interns were selected from
each of the 5 departments. Now, we were given a problem statement on the different
problems they faced on their trip.

 I was given the role of market survey and design development as I had done my 1st 3
weeks in the sales and marketing department. So, we started zeroing down on the
factors.

3.2.1. Understanding Issue Category

 So, the 1st week of the assignment was spent in the On-trip operations room,
where all the WhatsApp groups were being formed, and all the on-trip
management was being operated by around 30 employees.

 Generally, these problems are divided into 3 different stages of problem:

a. Initial Prompt: Involves problems like unclean hotel, untimely room

allotment, delayed transfer pick-up, etc., and the time frame is 1-2hr for
a resolution. At this point, everything can be fine.

b. Escalations: After the initial 1-2 Hrs or till the activity, no possible
solutions have been made for the consumer, and the travel agent is now
involved. So, there might be a loss of trust, and everything may not return
to normal.

c. Management Level Escalation: These are the issues sent out to

management, i.e., the founders and the senior management staff are now
in the loop. This is where we pay back in the form of cashback and
rewards, and strict action is taken on the people or the group of people.

 So, the complete data and actions were analysed for a week, and I came up with this:

Escalations

6100
Non-Availability of Schedule
Untimely check-in and pick-up
8322 18890
Service not up to the mark

Fig 3.2.1: Escala ons at TravClan in January 2024

14
3.2.2. Feasible Solutions

As per the survey data, we found that not having a proper itinerary confirmed
beforehand is the main issue. This causes distrust among the consumers,
ultimately affecting our agents. So, we identified the following solutions to be
inculcated in a mobile application accessible to the consumers and the travel
agents, having all the details:
i. Proper access of the itinerary to the consumers, with a proper
format.
ii. Seamless on-trip support is needed for efficient and timely issue
management and avoiding escalations.
iii. Easy to use for the consumers
iv. Accessible by all responsible parties.
Hence, we decided to develop a mobile application for the consumers, a
completely non-branded mobile application, to commit to the B2B commitment.

3.2.3. Application in the Industry

 I was given the chance to review the design aspect of the mobile application. As a
design developer, I defined how the app would look and what elements would be
added.

 Started by wandering off the requirements of the consumers and travel agents.
Zeroed down the following points:

i. Simple approach for easy accessibility for all age groups

ii. No extra information or ads for making necessary

information free to pass on.

iii. The SOS alert option allows users to contact us directly for
support.

 These points were taken, and a rough design was made for the presentation to
the tech team. Then, the design considerations were considered and developed
into a mobile application for a pilot run on the 23rd of February, 2024.

3.2.4. Final Application Launch (Pilot Scale)

The application was made available on the Play Store and App Store on 29th
February 2024 for the trips commencing on the 5th of Match onwards. As of
now, it has had a great impact, and lots of problems are being solved with the
app. It was well-commended by the team, the CEO, and co-founders. A few
images of the application have been attached to understand its final iteration
better.

15
Fig 3.2.4.1-4: Snippets of the Pilot Scale On-Trip App

16
4. Conclusion
My two-month internship at TravClan, a leading B2B (Business 2 Business) travel company,
has been an invaluable learning experience that has provided me with deep insights into the
travel industry and enhanced my professional skills. Throughout my internship, I have
worked closely with a team of talented professionals and contributed to various projects to
streamline payment processes and foster collaboration within the travel ecosystem.

While at TravClan, I have comprehensively understood the challenges and opportunities

facing B2B travel companies. I have witnessed firsthand how innovative technologies and
solutions can transform traditional business models, driving efficiency, transparency, and
customer satisfaction. Through hands-on experience and mentorship from experienced
professionals, I have honed my analytical, communication, and problem-solving skills,
which will serve me well in my future endeavours.

Moreover, my internship at TravClan has reaffirmed my passion for the travel industry and
my desire to pursue a career in this dynamic field. I am inspired by TravClan's commitment
to excellence, customer-centric approach, and culture of innovation. I am grateful for the
opportunity to have been part of such a forward-thinking company. Also, being a part of a
start-up, I understood the doings to bring up such a big start-up. The do’s and don’ts for any
great start-up need to be done.

In conclusion, my internship at TravClan has been a rewarding journey of growth and

learning. I am confident that the knowledge and skills I have acquired during this experience
will be instrumental in my future academic and professional pursuits.

17