MakeMyTrip Unifies Every Traveller Conversation

A complete Customer Engagement Management solution on Oracle Service Cloud (RightNow CX), implemented end-to-end by Virtuos Digital — halving call handling time and lifting NPS by double digits for India's largest online travel agency.

MakeMyTrip customer engagement management on Oracle Service Cloud, implemented by Virtuos Digital across web and contact centre

Reduction in effort spent on agent training: 50%
Reduction in Average Call Handling Time (AHT): 50%
Double-digit improvement in Net Promoter Score: NPS
Of India's online travel bookings handled by MakeMyTrip: 47%

About MakeMyTrip.com

India's Journey Starts Here

Founded in 2000, MakeMyTrip Ltd. is a leading travel-service provider that handles 47% of India's online travel bookings, and also runs offline services such as holiday packages through call centres, retail outlets and franchised agencies.

The platform gives travellers access to every major domestic and international airline, over 13,000 hotels and guesthouses across India and more than 1,84,000 properties outside the country, alongside rail and bus services. At that scale, a single missed enquiry is not an edge case — it is a booking lost to a competitor.

MakeMyTrip, India's leading online travel agency, serving air, hotel, rail and bus bookings at national scale

Challenges faced by MakeMyTrip

Millions of Travellers, No Single View

Growth had outrun the systems supporting it. Enquiries, bookings, cancellations and refunds were spread across channels that never spoke to each other — and every one of them landed on an agent who could only see part of the story.

No Visibility Across Channels: Interactions arriving over phone, email, chat and social lived in separate systems, leaving agents blind to what a traveller had already asked.
Query Volumes Outpacing Agents: Peak-season booking, cancellation and refund queries arrived far faster than the contact centre could respond, stretching response times.
Disparate Communication Channels: Without a unified customer record, every channel told a different version of the same story — and no one owned the full journey.
Slow Agent Onboarding: Training new agents on fragmented tools and tribal knowledge consumed weeks, capping how quickly the team could scale with demand.
Fragmented Lifecycle Management: Enquiry, booking, service and post-travel follow-up were handled in disconnected steps, with no end-to-end view of the customer lifecycle.
Months To Launch A Campaign: Marketing campaigns and new travel products depended on IT cycles, so time-to-market was measured in months rather than days.

Modules Used

Eight Oracle Service Cloud capabilities, deployed as one connected engagement layer.

Hotel Inventory Calling Engine Integration

Live inventory surfaced directly inside the agent desktop for instant availability checks.

Contact Centre Management

A single console for voice, email and chat with unified queueing and agent workload balancing.

Incident Smart-Routing

Rules-driven assignment sends every enquiry to the agent best equipped to resolve it first time.

Knowledge Management

A curated answer base that cuts research time and keeps responses consistent across the floor.

Agent Live Assistance

Guided workflows and contextual prompts that shorten ramp-up time for new hires.

Email Marketing & Analytics

Segmented campaign execution with closed-loop reporting on opens, clicks and conversions.

SLAs & Escalation Management

Automated escalation paths that keep high-value and time-critical travel cases on track.

Social Media Integration

Public conversations pulled into the same queue as every other channel, with full history attached.

1,97,000+

Properties And Every Major Airline, One Service Desk

With over 13,000 Indian hotels and guesthouses and more than 1,84,000 international properties on the platform, the Customer Engagement Hub gives agents inventory, booking history and open cases in a single view — so a refund query and a re-booking opportunity are handled in the same conversation.

50% Faster

Handling Time, Halved Training Effort

Knowledge Management and Agent Live Assistance cut average call handling time by half and reduced agent training effort by the same margin — while smart-routing and SLA escalation ensured high-value travel cases never sat in a queue. The result: more enquiries converted into sales, and a double-digit NPS gain.

RightNow CRM implemented by Virtuos has helped us in managing our Customer Experiences better.

— Chief Technology Officer,

MakeMyTrip.com

Virtuos Digital - Consultare culture: Oracle Partner delivering CX transformation with expertise in global Oracle implementations

About Virtuos Digital—Consultare

Virtuos Digital—Consultare (vdc.com) is a seasoned Oracle Partner with over 17 years of Oracle CX expertise and a portfolio of nearly 100 successful global Oracle projects. Our Oracle XM Practice is known for its innovation-led execution, trusted by Fortune clients and disruptors alike.

With frameworks like AI-Velocity™ and Agenticles™, Virtuos brings transformation at speed—empowering businesses to deliver superior experiences, improve operational agility, and unlock data-driven insights.

For more information visit us at www.vdc.com/oracle