In this article How to Automate Business Processes Part-2, we will explain through some case studies how an entrepreneur or a businessmen can automate their business and get a J-curve growth in their business.

How to Automate Business Processes Part-2

We covered the some important points in Part-1 of this article. This is the Part-2 of this article. And you must read Part-1 from here 👇

How to Automate Business Processes Part-1

Business Case Study #3: MakeMyTrip.com

MakeMyTrip.com is one of the biggest online ticketing companies in the world. It is a very popular company that deals in the railway, bus, and air ticket booking, hotel booking, travel tours booking etc.

Challenges faced by MakeMyTrip.com

Some of the challenges faced by MakeMyTrip.com are:

1. Though MakeMyTrip.com is just a website at the front end; but, at the backend, it has huge inventory in the form of information about thousands of hotel rooms, thousands of flights etc. so, they also face the challenges of matching demand and supply.
2. Another big challenge for MakeMyTrip.com is customer satisfaction. For example, you booked a ticket on MakeMyTrip.com; but, you didn’t get the correct ticket or your ticket is not booked but your money has been deducted. Will you visit the website again? The answer is No.

This is the challenges for MakeMyTrip.com.

MakeMyTrip.com understood that they need to catch the customer signals or voice of the customers to grow faster.

But, the challenge with MakeMyTrip.com was that they operate in “n” number of countries and “n” number of languages.

So, how could they catch the customer's signal?

It is not possible for them to catch the customer signals physically. So, they implemented an ERP software.

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Why some companies implement multiple ERPs?

The companies like MakeMyTrip.com, LG or Amazon that operate on a very large scale implement multiple ERPs to solve their business problems because as we have discussed, one ERP is made to solve one business problem.

So, in this article, we are discussing an ERP that is implemented by MakeMyTrip.com to solve its one business problem, i.e. how to launch new products as soon as possible so that customer does not o to their competitors. For this, it is necessary that the customers get new experience.

ERP Implementation by MakeMyTrip.com

Earlier, the strategy team of MakeMyTrip.com takes a lot of time to launch a new product because it is important to understand customers’ requirements before making a new product.

When MakeMyTrip.com implemented ERP software, the voice of customer started capturing on a real-time basis. As a result MakeMyTrip.com is able to launch new products in weeks instead of months.

Today, the deals and discounts that you see at MakeMyTrip.com are not made by a team of people but it is done automatically by their ERP solution.

The ERP solution of MakeMyTrip.com listens to the voice of customers carefully, tracks it, and makes sure that creative; deals and discounts are made and communicated automatically to every customer on a real-time basis.

For example:

You and your friend are at different locations and booking the same tickets at the same time from MakeMyTrip.com. You may found that you need to pay Rs. 10 extra than your friend to book the same ticket.

This is not a mistake done by MakeMyTrip.com. But, it is the intelligent ERP software that knows you well as a customer. It knows that you can pay Rs. 10 extra to save time. But, time is not a critical factor for your friend, so, the software decides to give him the ticket at Rs. 10 less.

This ERP software is so incredible.

Outcome of ERP Implementation for MakeMyTrip.com

• The average call handling time has been reduced to more than 50%.
• They are able to launch new products and deals and discounts within weeks instead of months.

#2 ERP Implementation Steps

1. Go to Google and search nearby good ERP vendors
2. Tell them your business problems
3. Get suggestion from them on which ERP is better for you – a readymade solution or a customized solution
4. Decide the ERP you want to implement and ask the vendor to get it done for you

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