Founded in 2000, MakeMyTrip Ltd. is a leading travel-service provider that handles 47% of India’s online travel bookings, and offers offline services, such as holiday packages, through call centers, retail outlets, and franchised agencies. It provides access to all major domestic and international airlines, over 13,000 hotels and guesthouses across India, and more than 184,000 hotels outside the country, as well as rail and bus services. In addition to operating offices in 20 cities throughout the country, as well as international offices in New York and San Francisco, MakeMyTrip recently acquired two major online travel companies—hoteltravel.com and easytobook.com—to expand its presence in the global travel market.
Before implementing Oracle Service Cloud, MakeMyTrip was using various in-house systems to store customer information gained from inquiries and related interactions across multiple channels, including phone and e-mail systems. It was time-consuming for call-center agents to manually track this information, often resulting in delayed responses to customer queries, which, in turn, led to lost revenue opportunities. It was also costly for the company to maintain multiple systems and introduce new services for other business areas. With major acquisitions fueling the expansion of its online travel operations, MakeMyTrip needed a centralized customer experience (CX) system to track and support explosive growth in customer inquiries, such as questions about holiday packages for specific destinations, and enhance customer service.
MakeMyTrip deployed Oracle Service Cloud, including Oracle RightNow Dynamic Agent Desktop, Oracle RightNow Email Management Cloud Service, Oracle RightNow Chat Cloud Service, Oracle RightNow Outreach Cloud Service and Oracle RightNow Feedback Cloud Service, across the three major areas of its business, including offline holiday-package sales, marketing, and customer service. It provided agents with a 360-degree view of customer information through a single, cloud-based CX solution and reduced average call-handling time by 50%. It also enabled agents to provide repeat customers with more personalized service, increasing conversion rates and boosting business revenue. Further, MakeMyTrip can now launch new products in a week instead of months and gain deeper insight into campaign performance, supporting future growth at a lower cost.