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CRM at Make My Trip

Jainisha Kumawat

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MakeMyTrip (MMT) found in April, 2000

Offices in 23 cities across India

4 international offices in New York , San Francisco, Singapore and Sydney

Several franchise locations

Major market share

Every eleventh domestic flights in India booked via MMT .

Company Profile

http://en.wikipedia.org/wiki/MakeMyTriphttp://en.wikipedia.org/wiki/MakeMyTrip

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Offerings

Domestic : Within India

International : From India

Inbound : Overseas to India

Transactions : 1,766,905

77% of Net Revenues

Air Travel

Hotels : Domestic and Intl

Packages :

Domestic and Intl

Conferences and Events

Transactions : 109,672

20% of Net Revenues

Hotel and Packages

Rail

Bus

Car

Ancillary Services/Products

Rail Transactions : 185,948Bus Transactions : 57,529

3% of Net Revenues

Other Segments

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International and domestic air tickets: Search,compare and book tickets on any airline

Hotels: Real-time booking of over 25,000domestic and international hotels atdiscounted tariffs

Road trips: Myriad options for motorable tripsfrom all large cities; with interactive maps

B2B and affiliated services: MMT offers B2Bservice too. Local agents around the world can

access the above products through itsextranet, IndiaAhoy.com

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48%

24%

18%

10%

Market Share

Indian OTA Market - $1 Billion

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Consumer Touch Points

Website/Mobile UI

Store/ Travel

Agents

Call Centre / Tele Agents

Consumer

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MMTs tie ups

Flights

Kingfisher airlines, Jet airways , Airindia, Indigo

Cheap intl airfares

Hotels

Delhi, Mumbai, Bangalore, Kolkata, Chennai, Goa,

Other India hotels in several other cities

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My Trip Rewards

Elite

More than 10 transactions through MMT in a year

Transaction worth more than 50,000 for domestic/intl flights orbus in a year

Transactions worth more than 25,000 for hotel, domestic/intlholidays in a year

Royale

More than 15 transactions through MMT in a year

Transaction worth more than 100,000 for domestic/intl flights orbus in a year

Transactions worth more than 50,000 for hotel, domestic/intlholidays in a year

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Payback points

Priority services

Special giftoffer(birthday)

Early birds offers

A dedicated space

Cancellationservice fee waiver

Exclusive deals

Payback points

Priority services Special gift

offer(birthday)

Early birds offers

A dedicated space

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PAYBACK Points earned per Rs.200 spent on base amount*

Domestic

Flights

Intl Flight Bus Hotel Domestic

Holiday

Intl Holiday

1 2 1 4 4 6

Domestic

Flights

Intl Flight Bus Hotel Domestic

Holiday

Intl Holiday

2 4 2 6 6 8

PAYBACK Points earned per Rs.200 spent on base amount*

*Base Amount = Total Amount-Total Tax-Any other discount availed

Exclusive Benefits For Royale Members

Benefits for Elite Members

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Partners

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