IBM Daksh Helps MakeMyTrip Deliver Enhanced Customer Experience

NEW DELHI, INDIA - 08 Apr 2008: MakeMyTrip, India's leading travel company, today announced a strategic agreement with IBM (NYSE: IBM) to further enhance its customer service experience through process and technology innovation. The five-year contract for outsourcing contacts 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 forty percent market share.

"This is a period of high growth for the travel industry worldwide," said Mr. Deep Kalra, Founder and CEO, MakeMyTrip.com. "While ease of use, innovative products and great deals have successfully driven up MakeMyTrip's customer volume, we believe it is excellence in total customer experience that deepens long term customer relationships -- 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.

This agreement was signed in the first quarter of 2008.

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
For more information, visit www.ibm.com/services.

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