MakeMyTrip is now live on Oracle Service Cloud, combining previously disparate channels — web, chat, social, email and voice transactions -into a unified, cross-channel 360 view in the cloud.
MakeMy Trip has been experiencing a growth of 150% year-over-year. Recognizing the importance of customer experience to their competitive differentiation, MakeMyTrip implemented Oracle Service Cloud to provide a consistent experience to their customers while dramatically scaling their business.MakeMyTrip selected Oracle Service Cloud, which includes Oracle RightNow, due to the strong out-of-the-box fit to their requirements as well as ease of integration and extensibility.
Prior to the implementation, MakeMyTrip’s business challenges included disparate communication channels, no unified view of a customer and their interactions, lack of automation and SLAs, time consuming agent training, and reduced agent productivity. Oracle Service Cloud has enabled MakeMyTrip to seamlessly integrate marketing, sales, customer service, back-end processes, and customer feedback to provide more seamless transitions throughout the customer lifecycle.
The ability to deliver proactive and highly personalized communications and gain real-time customer feedback and actionable insights helps MakeMyTrip target offerings with precision, driving even greater customer loyalty, increased efficiencies and higher revenues.
Since the implementation of Oracle Service Cloud, MakeMyTrip has already reduced both agent training and reduced calls to their call center by 50%, and the company’s Net Promoter Score, a measure of customer loyalty, has increased by double digits.
·Oracle PartnerNetwork Gold member Virtuos implemented Oracle Service Cloud in less than nine months, complete with integration, customization, and best practice consulting.
“In line with our business growth, our strategy had to evolve with the changing customer who demands nothing but the best experience,” said Rajnish Kapur, Chief Innovation and Customer Experience Officer, MakeMyTrip. “Oracle Service Cloud clearly stood out and gave us the out-of-the-box customer experience solution that we were looking for. It helped us integrate all the disparate channels of communication and information so we can serve our customers better. It also empowered us to make real-time business decisions – our response times have become much faster and our customers as well as agents have continuous access to the right information whenever desired.”
“We are delighted to support MakeMyTrip on its journey to deliver an enhanced customer experience,” said Sunil Jose, Vice President, Applications, Oracle India. “The implementation at MakeMyTrip is a great testimony of how Oracle Service Cloud can help a business dramatically transform its customer-focused processes. It provides the choice and power for companies to achieve best-in-class customer service standards, which can improve customer engagement while driving down costs.”