Challenge
A large travel agency sent identical vacation offers to all customers. People received tons of emails about promotions they weren't interested in. As a result, few people clicked on the offers and made reservations.
The company decided to implement an integrated offer personalization system based on in-depth analysis of user preferences.
Action
- Collecting and analyzing user preferences
The iPresso system collected data on user behavior on the website (viewed destinations, types of accommodation, length of stay, budget), history of previous bookings, as well as additional information (e.g., preferences for traveling with children, most popular months for travel). - Customer segmentation
Based on the collected data, the system divided users into groups according to their preferences and interests (e.g., type of accommodation, budget, continent of travel). - Sending personalized travel offers
The company prepared and set up automatic sending of personalized emails with attractive photos, offer descriptions, price lists, and direct links to bookings: “Just for you, [Name], discover new adventures in [Destination]!” - Recommendation frames with tips
Upon entering the website, users were shown recommendation frames with articles and tips on tourist attractions, optional excursions, and the most important monuments of a given country. - SMS notifications about limited-time promotions
The company also prepared SMS messages with short advertisements for travel offers that are currently on promotion.
Results
- The travel agency saw an 18% increase in conversions.
- The average booking value increased by 12% because personalized offers often included additional services.
- Customer satisfaction increased by 17%, as confirmed by NPS surveys.
