MakeMyTrip signs deal with IBM Daksh

New Delhi, April 08, 2008: MakeMyTrip, India's leading travel company today announced a strategic tie-up with IBM Daksh to further enhance its customer service experience through process and technology innovation. The five-year contract for outsourcing contact services to IBM Daksh will involve augmentation of MakeMyTrip's sales, customer service, and back office capabilities. MakeMyTrip recorded sales of Rs. 1,000 crores in F.Y.E March 2008, making it India's largest travel site, with a 40 percent market share.

"This is a period of high growth for the travel industry worldwide," said Mr. Deep Kalra, Founder & CEO, MakeMyTrip.com. "While ease of use, innovative products and best deals have successfully driven up MakeMyTrip's customer volume, we believe it is excellence in total customer experience that deepens long term customer relationship "� resulting in higher average spend per user. The partnership with IBM Daksh will allow us to enhance customer experience and therefore, drive significant revenue increase from the same customer base," he added.

Pavan Vaish, CEO, IBM Daksh said, "IBM Daksh will utilize its deep industry expertise and leverage IBM's innovation capabilities to help MakeMyTrip achieve enhanced service delivery, increased customer satisfaction, and business growth. This will enable MakeMyTrip to concentrate on its core areas of business and continue to grow rapidly while leveraging IBM's solutions and capabilities to transform their business."

IBM Daksh will leverage its deep expertise in the contact center business and sharp understanding of the travel domain to enhance customer experience and create more efficient fulfillment cycles. As part of the contract MakeMyTrip will outsource customer-support functions and after-sales support for the ticketing and hotels portfolio. The Holidays segment will continue to be serviced by MakeMyTrip.

About MakeMyTrip India

The India business of MakeMyTrip was launched in September 2005. As the first and only comprehensive on-line travel site with real time booking for flights, hotels, holidays and cars, MakeMyTrip.com is heralding a revolution in the way travel is bought in India.

After a successful launch, MakeMyTrip continues to lead the market with innovative products and services. In 2006 "� 2007 it helped people plan over 1 million trips. They sell over 8,000 flight tickets, 1,000 hotel room nights and over 100 holiday packages every day.

MakeMyTrip offices are located in twenty cities in India.

About IBM Daksh

IBM Daksh Business Process Services, a wholly owned subsidiary of IBM Corporation, is a leading provider of business process services. IBM Daksh offers cutting edge business process solutions in the spheres of CRM, F&A, and Backoffice across multiple industries, from travel to telecom, from online services to utilities, and from financial services to hospitality. The clients of IBM Daksh include leading Fortune 500 companies as well as Indian business houses.

et up in 2000 as Daksh e-Services, it became a part of IBM in 2004. IBM Daksh is a part of the Globally Integrated Enterprise model of IBM. This allows IBM Daksh to offer delivery excellence at a truly global level. This also enables it to utilize the IBM Research & Development expertise in delivering innovative and differentiated solutions to its clients.

IBM Daksh is an acknowledged leader in the business process space, with Frost & Sullivan naming it the Contact Center Outsourcing Vendor of the Year in the Asia Pacific for two consecutive years, 2006 and 2007. In India, Businessworld has recognized IBM Daksh as the Most Respected BPO Company. The truly inclusive policies of IBM Daksh earned for it the NASSCOM-India Today Woman Corporate Awards for Excellence in Gender Inclusivity in the BPO-ITeS category.