Case Study: MakeMyTrip halves average call-handling time and boosts revenue 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 India-based online travel service handling about 47% of the country’s online bookings and operating across multiple channels and acquisitions, faced fragmented in-house systems that slowed call-center responses, increased costs, and caused lost revenue opportunities. As customer inquiries and product offerings grew, the company needed a centralized, scalable CX platform to give agents a complete view of customers and support rapid business expansion.

MakeMyTrip deployed Oracle Service Cloud (RightNow suite) to consolidate phone, chat, e-mail and campaign data on a single agent desktop, automate lead assignment, and provide real-time campaign analytics. The platform delivered a 360-degree customer view, halved average call-handling time, increased personalization and conversion rates, enabled launching new products in one week instead of months, and reduced operational and maintenance costs while supporting future growth.

MakeMyTrip

Venkatesh Bhardwaj

Senior Vice President, Technology