MakeMyTrip, India’s leading travel company today announced a strategic tie-up with IBM Daksh to further enhance its customer service experience through process and technology innovation. The five-year contract for outsourcing contact services to IBM Daksh will involve augmentation of MakeMyTrip’s sales, customer service, and back office capabilities. MakeMyTrip recorded sales of Rs. 1,000 crores in F.Y.E March 2008, making it India’s largest travel site, with a 40 percent market share.
"This is a period of high growth for the travel industry worldwide," said Mr. Deep Kalra, Founder & CEO, MakeMyTrip.com. "While ease of use, innovative products and best deals have successfully driven up MakeMyTrip’s customer volume, we believe it is excellence in total customer experience that deepens long term customer relationship – resulting in higher average spend per user. The partnership with IBM Daksh will allow us to enhance customer experience and therefore, drive significant revenue increase from the same customer base," he added.
Pavan Vaish, CEO, IBM Daksh said, "IBM Daksh will utilize its deep industry expertise and leverage IBM’s innovation capabilities to help MakeMyTrip achieve enhanced service delivery, increased customer satisfaction, and business growth. This will enable MakeMyTrip to concentrate on its core areas of business and continue to grow rapidly while leveraging IBM’s solutions and capabilities to transform their business."
IBM Daksh will leverage its deep expertise in the contact center business and sharp understanding of the travel domain to enhance customer experience and create more efficient fulfillment cycles. As part of the contract MakeMyTrip will outsource customer-support functions and after-sales support for the ticketing and hotels portfolio. The Holidays segment will continue to be serviced by MakeMyTrip.
Copyright (c) 2008 by IBM Corporation
|
 |
Distinct operational excellence, customer focus and incessant agility are some of the key success factors of IBM Daksh. |
|
|
|
|
