Scaling a new height with pro-customer approach

Posted On Jan 5, 2014

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A first generation entrepreneur, Dua has been instrumental in success story of Udaan India. Today Udaan India is a leading and reputed brand in the Indian Travel and Tourism industry. Dua’s dynamic leadership, vision and business acumen have helped Udaan India to fortify its position as organization and to carve out a niche for itself among customers. Dua’s pro-customer approach coupled with providing innovative and customized solution to clients has made Udaan India – the first choice for Visa Outsourcing.

Average Day
A person full of positive thoughts and energy, Dua believes that each day is new beginning. “I consider each day as a new beginning. Positive thoughts in the morning can change your whole day. As our mind is a powerful tool, positive thought is a great way to start,” Dua says, speaking about how he starts his day.
A cup of tea with his wife in the morning is the quality time Dua does not want to miss. He says, “Post the morning chores, the most important thing that I don't want to miss is to have a cup of tea with my wife. This is a quality time that I spend with her.” In the morning, after having a cup of tea with his wife, Dua goes to gym. “I think physical fitness plays an important role in your overall wellbeing and performance, especially when you have a hectic day ahead,” Dua says, stressing the importance of physical fitness. Back from the gym, Dua gets ready for his work, has his breakfast and leaves for office. “The first one hour after reaching office is very crucial for me. Then I carry on with my meetings of the day and other schedules,” Dua says. He spends his evenings on weekdays with family or has dinner meetings. “I love to spend my weekends with my friends and family members,” Dua says.

Work & life Balance
Dua believes that there is no such thing as work-life balance, and making priorities and adhering to that is very important. “In my opinion, there is no such thing as work-life balance, it is all about priorities, and I have been able to manage both with a positive attitude and a balanced mind.”

Foray into the travel industry
After completing his graduation, Dua joined a travel agency and then moved on to work with ‘Ask me’ which is now Just Dial. Reminiscing his experience working with Ask me, Dua says, “It was working with Ask me (Just Dial) that I did sales and learnt a lot about developing business.” Later on, says Dua, “Three of us like-minded people got together to start a Visa Facilitation Company - Udaan Travels.” Udaan Travels was founded on February 3, 1992 and it started its sales & promotion in Southern India. The company got a good response from there and then there was no looking back.

Success Mantra
Today Udaan India is an established player in the business of Visa Outsourcing. Talking about success mantra of his company, Dua says, “Hard work, team work, dedication and our pro-customer approach are the four pillars of our foundation which has helped us in establishing Udaan as a leader in this Industry.”

High points
Udaan launched Visa portal in the year 2000, which, according to Dua was the first milestone of his company. “The first milestone was launch of Visa Portal by Udaan in the year 2000 and with this we pioneered the Online Visa Tracking System,” Dua says. According to him second milestone of his company was opening up of its branch office in Bangalore. Then his company opened offices in Mumbai, Chennai and Gurgaon. Speaking of other milestones of his company, Dua informs, “In the year 2012, we came up with the upgraded version of our Visa Portal and recently Udaan has been awarded as ‘The Best Visa Facilitation Firm’ at TAAI Convention 2013.”

Challenges in Career
Dua faced some challenges at the initial stages when he launched Udaan. Speaking about challenges and the way he faced it, Dua says, “At initial stages we faced issues finding the right manpower. There was a time when we had huge volume of business and a Visa Company with global base poached all my key employees, but we overcame this challenge and was able to provide timely and smooth services to all our clients.” Support from his family played a key role in his successful career. “Good wishes of my parents and strong family support has helped me scaled new heights,” Dua says.
Explaining the USPs of his company, Dua says, “Our pan-India Presence, pro- customer approach coupled with innovative solutions - Visa services powered by technology are a few USPs of Udaan.”

Future plans
Speaking of his future plans, Dua says, “Continuing with our endeavour to provide best-in-class services to travel fraternity, we wish to come up with better solutions for our clients involving technology and spreading our reach to tier II and tier III cities.”

As regards growth opportunity in the segment his company operates, Dua says that India is one of the fastest growing outbound markets in the world and tourist departures are expected to reach 20.5 million by 2015. Apart from Business Travel, Indian Traveller is now exploring theme-based overseas trips.

Fav 4
Destination: Goa and London
Hotel: Lake Palace, Udaipur
Cuisines: South Indian (vegetarian)
Car: Mercedes ML 350 SUV

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