Challenge
A large travel agency had a problem with many seats on trips, in hotels, and on planes remaining empty. Regular ads and emails were too slow for such quick offers. Customers found out about great deals too late, or had to search for them themselves and waste time.
Action
- Collecting information about last-minute offers
The system constantly checked where and for how much last-minute seats were available. As soon as a good price appeared, it immediately sent advertisements to customers. - Customer segmentation
Customers were divided into groups based on what they were looking for and what they had booked before (e.g., whether they liked Egypt, preferred luxury hotels, how much they wanted to spend). People could also indicate that they wanted to receive notifications about last-minute deals to specific destinations. - Real-time messaging
As soon as a last-minute offer that matched someone's preferences appeared, the system immediately sent SMS and mobile push messages, ideal for urgent, time-limited offers. - Data synchronization and omnichannel
Each message was tailored to show a specific offer, price, and date. It was always emphasized that the offer was urgent (e.g., “Only 5 spots left!”). Customers felt that the offer was for them and that they had to act quickly.
Results
- The number of last-minute bookings increased by 25%.
- Customer retention increased by 21%.
- Loyalty increased by 16%.
