ASIA experience , we want to be wherever the customer is , we want to evolve with our customers and , in some cases , we want to invent new ways for customers to evolve their experiences .”
A one-stop travel firm Whether it ’ s finding travel inspiration or booking your flight , no single travel company today provides end-to-end services .
To become a one-stop shop for travel , Verma and his team have seen a root-and-branch transformation of the company ’ s technologies and platforms .
In doing so , Yatra Online hopes to provide end-to-end services for its customers so that they don ’ t need to engage with endless companies .
To this end , Yatra Online has internally developed its website , mobile apps and most of its backend systems as well as its customer relationship management ( CRM ) and customer support system . Yatra has also built its own decision sciences and intelligence platform , which is being used to power services like algorithmic discounting , cross sell and personalisation of services .
Continually evolving With such a tremendous technology push , this has undoubtedly had an impact on Yatra Online ’ s team and its company culture .
“ Our team has doubled in size and there has been a definitive cultural shift ,” notes Verma . “ We have made continuous learning a key pivot for the organisation so that people are constantly learning new technologies , experimenting with them and figuring out new ways to serve our customers better .
“ We recognised that we will not be able to find enough people externally who have depth and expertise in technologies like artificial intelligence , machine learning , and hence we focus on re-learning for a sizable number of people from the team .”
Continuous improvement is at the very foundation of Yatra Online ’ s strategy and it is this drive to consistently grow and evolve which has propelled the company into the spotlight as a leading travel firm .
Not one to sit on its laurels , the company has ambitious plans for the future .
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