IS047IU VNU-International University Engineer Internship
School of Industrial Engineering & Management
HOCHIMINH CITY INTERNATIONAL UNIVERSITY
SCHOOL OF INDUSTRIAL ENGINEERING & MANAGEMENT REPORT INTERNSHIP 2 Name: Võ Minh An ID: IELSIU20090
Advisor: Dương Võ Nhị Anh Ho Chi Minh city, Vietnam 07/2023
FINAL REPORT GUILDLINE – INTERNSHIP 2 I. Introduction 1. Company information:
International name: VEXERE SERVICES TRADING COMPANY LIMITED 1 IS047IU VNU-International University Engineer Internship
School of Industrial Engineering & Management
Abbreviated company name: VEXERE CO., LTD Tax code: 0315133726
Headquarter: 8C Chữ Đồng Tử, Phường 7, Quận Tân Bình, Thành phố Hồ Chí Minh, Việt Nam
Representative: ĐÀO VIỆT THẮNG Phone number: 1900 7070 Date of issue: 2018-06-27
Established in 2013, Vexere has built a leading reputation with extensive
operations in the e-commerce, technology, and travel sectors. Vexere takes pride in
being at the forefront of the revolutionizing journey of the passenger and tourism
industry in Vietnam, providing the following solutions:
- Online bus ticket booking website/app (VeXeRe.com).
- Efficient management software for bus companies (BMS - Bus Management System).
- Effective ticket sales support software for agents (AMS - Agent Management System).
Currently, Vexere.com is the largest system for buses in Vietnam, collaborating
with over 1,000 bus companies to offer tickets on more than 3,000 domestic and
international routes. This platform enables users to easily access information about
bus routes, bus companies, and make online ticket purchases.
The Vexere bus company management software is trusted by over 700 bus
companies nationwide. It assists bus operators in transitioning from manual
management to software-based management, improving efficiency, reducing costs,
and increasing revenue through the largest network of agents nationwide. The ticket
sales support software is also used by over 5,000 agents, helping them increase
ticket sales revenue and enhance customer care.
Furthermore, since 2022, the company has expanded its product offerings to
become the first ticket booking platform in Vietnam that allows users to compare
prices, departure times, total travel duration, and quality ratings among flights, buses,
and trains on the same screen. 2. Our mission:
Vexere Joint Stock Company is driven by a powerful mission: “bring more
happiness to your journey”. With a firm belief in the transformative power of
travel, Vexere strives to enhance the overall experience of every individual's journey,
be it for work, leisure, or any other purpose.
At the core of Vexere's mission is a deep understanding of the importance of
travel in people's lives. They recognize that each journey is more than just a physical 2 IS047IU VNU-International University Engineer Internship
School of Industrial Engineering & Management
movement from one place to another; it represents a unique opportunity for personal
growth, exploration, and connection. By focusing on bringing happiness to every
step of the journey, Vexere aims to create memorable experiences and positive emotions for their customers. 3. Our vision:
Vexere’s vision of “everything you need for travel and transportation” is
driven by a customer-centric approach, ensuring that travelers have access to all the
necessary resources and support to make their journeys enjoyable, efficient, and memorable.
By offering a wide range of services and products, Vexere envisions being
the one-stop destination for individuals seeking travel options, whether it be
booking bus tickets, comparing different modes of transportation, or accessing
related information. The company strives to create a seamless and hassle-free
experience for travelers, providing them with all the necessary tools and resources
to plan and enjoy their journeys. 4. Core values: a. Customer first:
We prioritize understanding our customers and strive to address their
essential needs (especially external customers), aiming to provide the highest level
of customer satisfaction within our capabilities and resources.
b. Continuous personal development:
We are always committed to learning and enhancing our knowledge, skills,
and attitudes, aiming to improve ourselves by 1% each day. c. Ownership mindset:
We work independently and take ownership until the completion of tasks,
without the need for reminders. We proactively identify issues and propose solutions
to resolve them, even when they are not within our direct responsibilities. d. Teamwork:
We accept others' opinions and embrace different perspectives. We do not
personally attack individuals during discussions and engage in group discussions
with enthusiasm. We use respectful language when interacting with members within
the organization to achieve common goals or produce positive outcomes. 3 IS047IU VNU-International University Engineer Internship
School of Industrial Engineering & Management
Figure 1: Logo of Vexere Joint Stock Company II.
Purpose of this internship:
The purpose of working in Vexere, particularly during Internship 2, goes beyond
simply fulfilling job responsibilities. It encompasses a broader objective of making
a meaningful impact on the company's growth, success, and the satisfaction of its customers.
During this internship, the primary purpose is to actively contribute to the
Customer Experience department by delivering exceptional service and support to
customers. This involves engaging with customers, addressing their inquiries and
concerns, and ensuring their needs are met promptly and effectively. By providing
outstanding customer experiences, the objective is to create a positive impression of
Vexere and foster long-lasting relationships with customers.
Furthermore, the purpose extends to actively identifying areas for improvement
within the customer experience journey. This includes analyzing customer feedback,
evaluating processes and procedures, and proposing innovative ideas and solutions
to enhance the overall experience. By being proactive and attentive, the objective is
to contribute to the continuous improvement of Vexere's services, driving customer satisfaction and loyalty.
Also, the internship's purpose is to acquire and develop essential skills and
knowledge in customer experience management. It offers an opportunity to gain
hands-on experience in applying customer-centric practices, improving
problemsolving abilities, and honing communication and teamwork skills. By
actively participating in team discussions, collaborating with colleagues, and 4 IS047IU VNU-International University Engineer Internship
School of Industrial Engineering & Management
engaging in professional development opportunities, the objective is to enhance
personal growth and contribute effectively to the organization.
The purpose of working in Vexere during Internship 2 aligns with the company's
mission of bringing more happiness to every customer's journey. It is a chance to
contribute to this mission, learn from experienced professionals, and acquire
transferable skills that will not only benefit the internship period but also serve as a
solid foundation for future career growth. By embracing this purpose and objective,
the internship becomes a valuable opportunity to make a positive impact, cultivate
personal development, and lay the groundwork for a successful future in the field of
customer experience management and logistics of supply chain management.
III. Business description:
Figure 2: Functional task chart for the Customer Experience (CE) department.
Customer Experience Department is divided into 5 teams and each team has a
special responsibility to make the experience of the customer better.
Team Booking: This team is responsible for managing and processing flight and
train ticket bookings. They handle customer inquiries, booking requests, ticket
changes, cancellations, and other related tasks.
Team Platform and Services: This team focuses on the development, maintenance,
and improvement of the company's platform and services. They work on the
technical aspects, ensuring the smooth functioning of the online booking system,
website, and other digital platforms. 5 IS047IU VNU-International University Engineer Internship
School of Industrial Engineering & Management
Team Incident: The Incident team handles critical incidents and emergencies that
may occur during the booking or travel process. They are responsible for resolving
issues, mitigating risks, and ensuring the safety and satisfaction of customers.
Team Goyolo: The Goyolo team is a specific department within the organization.
This is a new team in the CE department, it covers Flight and Train, which is the
new products of Vexere company.
QA (Quality Assurance): The QA team is responsible for ensuring the quality and
reliability of the company's products and services. They perform testing, identify
bugs or issues, provide feedback for improvement, and ensure that customer
experiences meet the highest standards.
As for the specific roles within the Goyolo team, there are two mentioned:
Leader: The Customer Service Team Leader for Flight Ticketing is responsible for
customer care related to tickets, refunds, cancellations, baggage, and other
flightrelated issues, both domestic and international. They monitor and analyze
daily data, handle problem-solving or escalate issues to superiors when necessary.
They also work with partners and relevant departments to resolve ticketing and
customer care issues. Additionally, they contribute to the development and
improvement of customer service processes, collaborate with other teams, suggest
product-related ideas, and support the team in handling challenging cases.
Junior CE Flight: The Junior CE Flight position focuses on customer care
regarding tickets, refunds, cancellations, baggage, etc., for both domestic and
international flights. Like the leader, they monitor customer feedback, collaborate
with partners and related departments, propose process improvements, and
contribute to product ideas for enhanced customer experiences.
Junior CE Train: The Junior CE Train role is responsible for customer care related
to tickets, refunds, cancellations, baggage, etc., specifically for train services. They
perform tasks such as monitoring data, analyzing customer feedback, collaborating
with partners and relevant departments, suggesting process improvements, and
contributing to product ideas. IV. Task: 6