With a dynamic email, CruiseOnline.com was able to reactivate 27% of unfinished bookings ("abandoned shopping baskets"). Also, 21% of identified quality visits are reactivated with a personalized offer.

End of traditional approach

Ternair developed automated data-driven campaigns in which customer communications can be easily populated. This makes it possible to easily create fully automated and personalized mail. The templates have been made as user-friendly as possible so that hardly any manual work and time needs to be spent on them.

Instead of a multitude of separate campaigns and emails, these dynamic expressions take into account: website behavior, think of visited themes and most viewed destinations, excluding the last actual booking.

Leaving shopping cart

CruiseOnline.com, like any e-commerce party, has to deal with visitors who do not complete their booking. Once a potential customer starts a booking and then does not complete that booking, it is referred to as an abandoned shopping cart.

CruiseOnline.com wanted a fully automated process where, after an initial setup, only the fine-tuning needs to be done.

With Ternair Clicks, every website visit is recorded. This also records individual interactions within the ordering and registration process. These interactions are available in real time. This records which cruise trip someone is booking.

Shortly after dropping out of the booking process, an automated follow-up email is sent asking if someone is still interested in the cruise trip viewed. This also shows alternatives based on the cruise trip the customer was currently booking. If the cruise trip last visited is no longer available, personalization is done based on region and type of cruise visited. In addition, order history is taken into account. This will exclude someone who has recently already booked the same or a similar cruise trip.

This realizes CruiseOnline.com's desire to create fully automated and personalized expressions in an internationally scalable manner.