23973926 MakeMyTrip Com Presentation Service Marketing

7/31/2019 23973926 MakeMyTrip Com Presentation Service Marketing

1/27


2/27


3/27

Presented By

Ajay Kumar Gupta

Abhay Kumar

Prince NishadBrijesh Kumar

PGDM (2008-10)

Marketing & HR

ICBM-School of Business Excellence

Hyderabad, India


4/27

According to the Travel & Tourism Competitiveness Report 2009

brought out by World Economic Forum, India is ranked 11th in the Asia-

Pacific region and 62nd overall in a list of 133 assessed countries in 2008.In terms of travel, India stands 9th in the index of relative cost of access

(ticket taxes and airport charges) to international air transport services,

having almost the lowest costs in the world.

The contribution of travel and tourism to gross domestic product (GDP)

is expected to be at 6.0 per cent (US$ 67.3 billion) in 2009 rising to US$

187.3 billion by 2019.

The ministry is planning to develop three niche productswellness

tourism, caravan tourism and helipad tourism this year.

According to the Tourism Ministry of India, foreign tourist arrivals(FTAs) during June 2009 were 341,000 as compared to FTAs of 340,000

during the month of June 2008. There has been an improvement in the

growth rate of FTAs in June 2009 (+0.2 per cent) as compared to May

2009 (-1.9 per cent), in fact, a positive growth has been witnessed for the

first time in 2009.


5/27

Transportation services

Communication servicesFinancial services (banking, insurance, real

estate etc.)

Tourism services

Health services

Auto repair services

Business services

Legal servicesGovernment services

Education


6/27

Make MyTrip.com, Indias leading an online travel company was

founded in the year 2000 by Mr. Deep Kalra offering airline tickets,hotel reservations, car rentals, travel packages and holidays in India.

It caters to the Indian Market in the USA, UK and Australia. It has

offices in Gurgoan, New York and Sydney.

Make my trip is 24X7 on line portal for travel needs.

Largest e-commerce company in its year of launch 2000

In Dec. 2007, MakeMyTrip won the best Online Travel Agency in

India award from Galileo Express Travel World.

Initial focus on NRI customer in US and worldwide with market pot

of 1.5 billion USD. Customer base of one million customers and turnover of 280 million

in financial year 2007-08 & US $ 500 million (expected) for in the

financial yr ending march 2010.


7/27

Indian Travel

Market

International

Travelers

Domestic

Travelers

Inbound Travelers

(Inbound Market)

Outbound Travelers

( more than 6 millions)

Holiday &Sightseeing BusinessTravelers Conferenceattendance Visiting friends &Relatives (VFRs) Students


8/27


9/27

International and Domestic Air Tickets, Holiday

Packages and Hotels

Domestic Bus and Rail Tickets

Private Car and Taxi Rentals

MICE (Meetings, Incentives, Conferences & Exhibitions)

B2B and Affiliate Services


10/27

MMT offers competitive economical prices for tour

packages and moreover price is linked with advance

booking also.

It aimed to offer a range of best-value products andservices along with cutting-edge technology and

dedicated round-the-clock customer support.


11/27

MMT has created a network of offices in NewDelhi, Mumbai, New York and Sydney.

Appointed franchise in all major cities of US, UK,

Australia, UAE and India


12/27

MMT offers travel insurance and Business Lounges in

India and overseas for all travelers

MMT provides valuable shopping discount booklets

MMT provides pick up and drop services for all airtravelers.

Promoting services with strategic alliances with

brands like Coke, Sify.com, Maruti Udyog and Nokiaetc.


13/27

An essential ingredient to any service provision is the use ofappropriate staff and people. Recruiting the right staff and training

them appropriately in the delivery of their service is essential if the

organization wants to obtain a form of competitive advantage.

Consumers make judgments and deliver perceptions of the service

based on the employees they interact with. MMT Staffs have theappropriate interpersonal skills, aptitude, and service knowledge to

provide the service that consumers are paying for.

Most trusted name in the industry, MakeMyTrip's spectacular success

is in no small part due to the unblinking vision of its senior

management team and the dedication of its employees. MakeMyTrip

employs over 700 Trippers from the travel, tourism, hospitality and

technology industries.


14/27

The process mix constitutes the overall procedureinvolved in using the services offered by the MMT. Aprocess should be such that the customer is easily ableto understand and easy to follow.

The smaller and simpler the procedure, the better theprocess, and the customer will be more satisfied.

It Refers to the systems used to assist the organizationin delivering the service.

.


15/27

Customer

Real Time Airline

Booking

Hotel Reservation

System

Car Rental

interface

MMT Sales

(CSRs)

MMT

Ticketing Fed Ex

Customer

MMTOperation

Airlines

Consolidators

Hotels

Car Rental

MMT Sales

Web Site

Content

TourOperation

Net Carrots

Online Interface

With MMT

Offline (after sales) Interface

Makemytrip.com

Interface


16/27

Physical evidence is the overall layout of the place i.e.how the entire MMT office has been designed. Physical

evidence refers to all those factors that help make the

process much easier and smoother.


17/27


18/27

DeepKalra is the foundthe make my trip.com a

a Private equity, with

investment of

0.4millionUSD.

MMT operates as a Two

separate entities Make

my trip India and Make

my trip inc.

USD 1.5 billion NRI marketworld wide Outbound

traveling increased by 30

%

In India Inbound and

Outbound travel market

growing 20 % annually.

Global giant companys

in this field likeTravelocity ,Orbit,

Priceline and Expedia.

Most of Airlines

encouraging direct

online purchasing

NRI population in U.Sand U.K is increasing

Consumer life ischanging

People need service inless time.

Indian people are

price sensitive Corporate tie-up

Customer Competitors

CompanyContext


19/27

Customer focus with

operational efficiency

and customer

intimacy.

More than 14 million

NRI Population in

U.S., Europe and Asia.

More than 9 millionIndians customers

travel abroad.

International and

Domestic Holiday

packages increasing


20/27

MMTs advertising and communication strategy on

three pillars---

1. Convenience of 24/7 service

2. Reliability

3. Competitive Pricing

Promoting services with strategic alliances with

brands like Coke, Sify.com, Maruti Udyog, Nokia etc.


21/27


22/27

MMTs

Values

Respect

forPeople

Empowerment

Teamwork

Fun@Work Accountability

CustomerCentricity

Excellence

Innovation

Integrity

Passion

forWinning


23/27

All calls are recorded & periodically examine toimprove the quality output of customer care

executives.

Each web chatting and emails are saved in MMTs

system for constant monitoring of the service qualitygive to the customer.

MMT from a dedicated set of executive to service

sophisticated corporate and general sales business.


24/27

MMT anticipates periodic analysis on customers

behavior and critical market strategy. It will to help

new marketing, sales and new products.

To improve the operational efficiency andtechnological advancement MMT has plan to invest

money.


25/27


26/27


27/27

Documents

23973926 MakeMyTrip Com Presentation Service Marketing