Shopping Cart Abandonment

March 2, 2020 Sarah Shipman


Well, it’s official. After a highly successful pilot in 2019, we’re pleased to announce the Navis Shopping Cart Abandonment (SCA) package is available for general release. And, with talk of a possible recession and cart abandonment rates reaching nearly 85% for the hospitality industry, the timing couldn’t be better.
 

With Navis SCA, your team can start capturing abandoned leads and immediately generate revenue from those otherwise lost opportunities. Navis SCA is the first, fully integrated shopping cart abandonment solution that captures actionable abandoned shopping cart leads for immediate re-marketing through your reservations sales teams or email automation.


SCA’s unique lead-on-the-fly functionality triggers guest cart abandonment data without requiring a form submission. Abandoned interactions generate a lead within Navis. These leads are treated like all other leads in the system - allowing both agents and marketing teams to work them as part of their email strategy or as part of their outbound calling efforts.
 

What’s better, SCA’s unique technology integrates cart abandonment leads with existing contacts in your system enabling a single view of the lead. Existing or prior guest data is merged into one lead allowing agents to see any preexisting inquiries, stays, and communications.


Informed with the guest’s prior history and activity, agents and marketing teams can provide a more personalized follow-up, mitigate any redundant guest communications, and immediately start generating revenue conversions. And not just a booking here or there. We’re talking about a significant number. In fact, several of the pilot programs reported conversions well over 30%. Nemacolin Woodlands Resort reported conversion rates of 40% and over a quarter of a million dollars of revenue in just eight months.

 

Daniel Swanson, Director of Revenue Management at Nemacolin Woodlands Resort stated that cart abandonment emails “counts among the top Lifecycle emails” they have in place.
 

In the first six months after implementing the Navis SCA, TradeWinds Island Grand also experienced a significant increase in direct bookings. 1000 abandoned cart leads turned into 231 reservations and over $300,000 in incremental revenue.
 

And Terranea Resort noted that SCA enabled them to convert leads beyond just the triggered automated emails. “The icing on the cake for us has been that our agents can proactively outbound on these leads as well.”
 

Others on the program touted immediate conversions, increased revenue, and extremely targeted and personal follow-up as well.
 

This initial success was generated in just over 8 months for 9 clients. The general release includes advanced monitoring tools that flag Navis support when issues arise. Currently, SCA is supported for the following booking engines: Fuel, RezFusion, SynxisBE, TravelClick, SMS World NXT. And, many more are slated for future releases.

SCA is included for current Reservation Sales Enterprise clients as well as Reservation Sales Base clients who have SCA included in a current contract. Those looking to add the feature to an existing contract can contact their Client Success Strategist. For those interested in a consultation please reach us at www.naviscrm.com/contact.
 

For a closer look at SCA and how it works, please check out this short video or learn more by visiting www.naviscrm.com/shoppingcart.

 

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