IBM Daksh News

MakeMyTrip inks $15 MN outsourcing deal with IBM Daksh

Source: The Financial Express Online, April 08, 2008

In a first of its kind, travel portal MakeMyTrip.com has entered into a 15 million-dollar agreement with IBM Daksh to outsource its entire contact services such as customer support and after-sales for ticketing and hotel portfolio for a five-year period. Confirming the deal, MakeMyTrip.com CEO & Founder Deep Kalra said that ‘the total cost value of the contract is 15 million dollar’. As per agreement, IBM Daksh, a wholly-owned subsidiary of IBM, would absorb about 225 employees from MakeMyTrip.com.

"About 225 employees are being transitioned to IBM Daksh as part of the outsourcing deal. These employees service the functions that are being outsourced and would continue to do so at IBM Daksh," Kalra said. This is for the first time a travel portal in the country has outsourced its customer support functions and after-sales support to an outsourcer. "The partnership with IBM Daksh will allow us to enhance customer experience and therefore drive significant revenue increase from the same customer base," Kalra said. Launched in September 2005, MakeMyTrip offers real-time booking of flights, hotels, holidays and cars.