Sofology Case Study

Big Bus Case Study

Real-time personalisation fuels database growth for Big Bus Tours

Increase channel reach by increasing the % of anonymous to known customers

Objective: 
Drive an increase in onsite bookings
Hypothesis: 
By increasing the number of customer touchpoints and serving personalised content during the sales evaluation period, booking conversion will increase.
Mechanics: 
Onsite email acquisition pop-ups and triggered abandon funnel campaigns
Solution: 
Big Bus tested and implemented a range of onsite email acquisition tactics to encourage customer sign up. This provided the opportunity to introduce a new sequence of abandoned funnel communications embedded with personalised data based on previous search behaviour. Powered by Intilery’s SCV, the campaigns were executed in real-time utilising email and onsite across 12 countries and 7 languages.
Result: 
During the test period, Big Bus increased the size of their customer database size by 23%.

See how else Big Bus have improved through omni-channel personalisation...

Campaign 2

Reducing customer effort through increased omni-channel personalisation, reduces the search to booking window and increases bookings. Read more...

Campaign 3

Providing customers witha real-time end-to-end amazing experience results in an increase in the number of reviews listed on Trust Pilot. Read more..

 

“Now that we have some learnings under our belt we are looking forward to continually enhancing the customer experience using Intilery to improve engagement and and reduce customer acquisition costs. It’s amazing that we can feed on-board wifi data back to Intilery’s SCV too so we can monitor product take-up and experience."
John, Attwood, Head of Ecommerce, Big Bus Tours

Big Bus