The problem
Users were abandoning bookings at the customer details stage, with no automated recovery in place. We designed and launched an automated email drip targeting those high-intent users — a time-sensitive, personalised sequence aimed at people who dropped off before completing payment.
- High drop-off rate at the customer details page in the booking funnel
- No automated recovery system for abandoned bookings
- Needed to balance urgency against customer fatigue
What we did
Three-email drip sequence
- First email sent 1 hour after abandonment
- Second email sent 6 hours after, with different messaging
- Third email sent 12 hours after, with urgency and a price warning
Multi-channel follow-up
- SMS follow-up for users who opened emails but didn't convert
- A/B tested timing to optimise urgency without fatigue
The outcome
| Metric | Before | After | Change |
|---|---|---|---|
| Users (email) | 529 | 839 | +58.6% |
| Sessions | 1,437 | 2,192 | +52.54% |
| Ecommerce purchases | 31 | 47 | +51.61% |
What we learned
- 51.61% increase in ecommerce purchases from the email channel
- Revenue grew 60.45% from abandoned-cart recovery
- 24,979 emails sent with 8,777 opens, a 35% open rate
- 12 conversions directly attributed, with ₦10.5M+ revenue
Performance screenshots
