Netcore Cloud helps Sterling Holidays To Revamp its Customer Engagement Strategy

Netcore Cloud, a profitable SaaS company and global leader in customer communication, engagement, and retention, today announced that it has enabled holiday lifestyle company Sterling Holidays to enhance profitability and growth through its AI-powered user engagement and customer experience platform.

An independently managed subsidiary of Thomas Cook, Sterling Holidays was launched in 1986 to provide its customers with immersive experiential holidays. The company faced several challenges while operating in an extremely demanding travel industry and working with a unique business model that promoted Sterling Resorts exclusively. The company sought an innovative, technology-driven approach to enhance user conversions and sales. Netcore Cloud conducted a detailed analysis of the company's website traffic, products, and customer behavior to identify the right solution to the company's unique challenges and requirements.

Empowered by Netcore Cloud's AI-led data-driven segmentation, Sterling Holidays has successfully been able to develop a - more targeted approach towards product suggestions, keeping into account the individual interests of users. Netcore Cloud's experience and engagement platform have helped Sterling Holidays to:

• Overcome user drop-offs through various triggered campaigns to help target users even before they have signed up which dramatically helped reduce the chance of losing out on a new customer such as web pop-ups
• Onboard and nurture new customers through an engaging ‘welcome series’ that was implemented across its email and SMS channels and helped target the right user, at the right time, through the right channel
• Improve customer conversion speed and rates through personalized and exclusive coupon codes embedded in campaigns. The discount coupons acted as an incentivized nudge and were offered to users before the completion of their booking

The engagement with Netcore Cloud contributed 13.4% of overall revenue within 90 days of implementation. Website conversion rate and sessions with transactions improved by 38.5% and 12.43%, respectively. Furthermore, the collaboration also helped Sterling Holidays to strengthen their unique purchases by 12.41% and reduce the abandonment rate by 8.06%.

Speaking on this partnership, Harinath Mohanasundaram, Head of Marketing, Sterling Holidays said, "Netcore Cloud has helped us focus our attention towards more personalized and targeted marketing with the help of dynamic segmentation and drip marketing approach. This has helped us dramatically increase user stickiness and reduce drop-offs in an extremely short amount of time which in turn boosted our conversion rate by over 38%."

Kalpit Jain, Group CEO, Netcore Cloud, said, "Customer expectations from the travel industry have shifted significantly. Travelers now seek more personalized and engaging experiences that exceed the basics of ticketing, accommodation, and food. To remain competitive and future-proof their businesses, travel companies must prioritize Customer Experience (CX) right from the search and browsing point of the customer’s journey. We are extremely delighted that our collaboration with Sterling Holidays has helped the brand create more engaging and immersive experiences for its customers."

Moving forward, Netcore Cloud's engagement platform will help Sterling Holidays develop a single view of its consumers, empowering them to deliver more contextual product recommendations along with improving its add-to-cart and conversion rates.