Case Study: MakeMyTrip halves call-handling time with Oracle Service Cloud

MakeMyTrip Halves Average Call-Handling Time, Launches New Products in One Week Instead of Months, and Increases Business Revenue with CX Cloud

MakeMyTrip, a leading travel-service provider in India, was managing customer information across multiple in-house systems and channels, including phone and e-mail. This made it difficult for agents to track interactions quickly, delayed responses, raised maintenance costs, and limited the company’s ability to support rapid growth and launch new services.

MakeMyTrip implemented 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, to centralize customer data across its call centers, marketing, and service teams. With Oracle Service Cloud, the company halved average call-handling time, improved agent productivity, launched new products in one week instead of months, and increased business revenue through more personalized service and higher conversion rates.

MakeMyTrip

Venkatesh Bhardwaj

Senior Vice President, Technology