Presented By

Ankit Sachdeva Ankita mitra Ashish Surana Ashwani K Singh Deepika Arya Harshit Chawla Raghav Shankar Yukti Chawla

ABOUT MMT
MMT is an online travel company focused on the leisure and small business traveler coming to India. Presently it caters to the NRI market in united states. In addition to airline MMT offers domestic and international hotels at lesser rates, hundreds of attractive holiday packages, car rentals, trains. MMT believed in no individual sales target model to ensure high levels of customer service.

CONTINUED
MMT operates as two separate entities Make My Trip and Make My Trip Inc. (USA) MMT advertising and communication strategy is based on three pillars: convenience of 24/7 service reliability competitive pricing MMT competitors are Expedia, Travelocity, Orbit and Priceline.

The Tourism Market in India

According to the Travel & Tourism Competitiveness Report 2009 brought out by World Economic Forum, India is ranked 11th in the AsiaPacific 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 products wellness 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.

The Service Industry

Transportation services Communication services Financial services (banking, insurance, real estate etc.) Tourism services Health services Auto repair services Business services Legal services Government services Education

Introduction

Customer Segments in Indian Travel Market

Indian Travel Market International Travelers

Domestic Travelers

Inbound Travelers (Inbound Market)

Outbound Travelers ( more than 6 millions)

Holiday & Sightseeing

Business Travelers

Conference attendance

Visiting friends & Relatives (VFRs)

Students

Marketing mix for services

Make My Trips Products

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

Make My Trips Price

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 and services along with cutting-edge technology and dedicated round-the-clock customer support.

Make My Trips Place

MMT has created a network of offices in New Delhi, Mumbai, New York and Sydney. Appointed franchise in all major cities of US, UK, Australia, UAE and India

Make My Trips Promotion

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 air travelers. Promoting services with strategic alliances with brands like Coke, Sify.com, Maruti Udyog and Nokia etc.

Make My Trips People

An essential ingredient to any service provision is the use of appropriate 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 the appropriate interpersonal skills, aptitude, and service knowledge to provide the service that consumers are paying for. Most trusted name in the industry, Make My Trip's spectacular success is in no small part due to the unblinking vision of its senior management team and the dedication of its employees. Make My Trip employs over 700 Trippers from the travel, tourism, hospitality and technology industries.

Make My Trips Process

The process mix constitutes the overall procedure involved in using the services offered by the MMT. A process should be such that the customer is easily able to understand and easy to follow. The smaller and simpler the procedure, the better the process, and the customer will be more satisfied. It Refers to the systems used to assist the organization in delivering the service.

Online Interface With MMT

Make my trip.com Interface Real Time Airline Booking

MMTs Business Model & Operations

Offline (after sales) Interface

MMT Sales (CSRs) MMT Ticketing

Customer

Hotel Reservation System

Car Rental interface

Fed Ex

Customer Airlines
MMT Sales Consolidators

MMT Operation

Web Site Content

Car Rental

Hotels

Tour Operation

Net Carrots

Make My Trips Physical Evidence

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.

Situation Analysis of Travel Market using 4C Framework

NRI population in U.S and U.K is increasing Consumer life is changing People need service in less time. Indian people are price sensitive Corporate tie-up Global giant companys in this field like Travelocity ,Orbit, Priceline and Expedia. Most of Airlines encouraging direct online purchasing

Customer

Competitors

USD 1.5 billion NRI

market world wide Outbound traveling increased by 30 % In India Inbound and Outbound travel market growing 20 % annually.

Context

Company

Deep Kalra is the found the make my trip.com as a Private equity, with investment of 0.4millionUSD. MMT operates as a Two separate entities Make my trip India and Make my trip inc.

MMTs Marketing Strategy

Customer focus with operational efficiency and customer intimacy.

MMTs Target Market

More than 14 million NRI Population in U.S., Europe and Asia. More than 9 million Indians customers travel abroad. International and Domestic Holiday packages increasing

MMTs Advertising & Communication Strategy

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.

MMTs Positioning
MMT position as a single portal for all travel and accommodation needs. Its appeal reliable travel booking with Excellency. MMT aims to position itself total provider solution with convenience as key drive its strategy to attain the cost leadership which will help is to sustain growing competition in the future. Being the entrant and cost leader the company will able to achieve sustainable advantage.

MAKE MY TRIP VALUES

Passion for Winning Respect for People Excellence

Empowerment

MMTs Values

Customer Centricity

Fun@Work

Integrity Accountability

Teamwork

Innovation

Review and Control Strategy

All calls are recorded & periodically examine to improve the quality output of customer care executives. Each web chatting and emails are saved in MMTs system for constant monitoring of the service quality give to the customer. MMT from a dedicated set of executive to service sophisticated corporate and general sales business.

MMTs Contingency strategy

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 and technological advancement MMT has plan to invest money.