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.