Oracle cloud deployment assists MakeMyTrip to reduce call center calls by 50%

Infotech Lead Asia: Oracle service cloud deployment enabled MakeMyTrip to reduce both agent training and reduced calls to their call center by 50 percent, and the company’s Net Promoter Score, a measure of customer loyalty, has increased by double digits.

The online travel company MakeMyTrip has deployed Oracle Service Cloud to combine channels like Web, chat, social, email and voice transactions into a unified cross-channel.

Rajnish Kapur, chief innovation and customer experience officer, MakeMyTripm, said: “Oracle cloud helped us integrate all the disparate channels of communication and information so we can serve our customers better.”

The decision to select Oracle’s cloud solution follows MakeMyTrip’s 150 percent growth. MakeMyTrip implemented Oracle Service Cloud to provide a consistent experience to their customers while scaling their business.

Prior to the deployment, MakeMyTrip’s 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.

The main benefit is that 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 new cloud solution assists the online travel company to target offerings with precision, driving even greater customer loyalty, increased efficiencies and higher revenues.

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