SUCCESS STORY

How flyadeal leveraged Insider's Journey Orchestration, Web, and WhatsApp capabilities to achieve a 378X ROI

How flyadeal leveraged Insider's Journey Orchestration, Web, and WhatsApp capabilities to achieve a 378X ROI

378X

ROI

30%

increase in conversion rate

7%

user conversion rate on WhatsApp
Challenge

Challenge

flyadeal struggled to deliver personalized, timely, and channel-appropriate experiences across web, email, push, and messaging, limiting engagement, conversion, and average order value.

Solution

Solution

Insider enabled flyadeal to personalize onsite experiences, automate email and web push journeys with Architect, and run tailored campaigns on preferred channels like WhatsApp.

Result

Result

flyadeal achieved more relevant user experiences, higher engagement and conversions, and improved monetization of flight and ancillary product offers.

ABOUT THE CUSTOMER

flyadeal is Saudi Arabia's new low-fare airline. Based in Jeddah, they are a sister company of Saudia Airlines that focuses on providing low-cost air travel to customers. flyadeal began operations on September 23, 2017, Saudi Arabia's National Day.

INDUSTRY
Travel
SOLUTIONS
Architect
CHANNELS
Web Push
WhatsApp

SUCCESS STORY #1

Personalizing the website experience to increase conversions and average order value

The Challenge

flyadeal was facing significant challenges in providing a personalized experience on their website. Despite their efforts, they struggled to deliver tailored content and recommendations to their users, which impacted conversion and average order value.

The Solution

By implementing onsite personalizations, flyadeal successfully tailored the user experience on their website. This approach allowed them to dynamically showcase the best flight options to each user based on their preferences and browsing behavior. As a result, users were presented with more relevant and appealing flight choices, enhancing their overall browsing experience. In addition to optimizing flight selections, flyadeal promoted ancillary products, such as extra baggage, seat upgrades, and in-flight services. By personalizing these offers, they were able to highlight products that matched the specific needs and interests of each user. This not only increased the visibility of ancillary products but also drove higher conversion rates, as users found these tailored offers more compelling.

Increase

in onsite incremental revenue

Increase

in AOV by 20%

SUCCESS STORY #2

Increased ROI with personalized email and web push journeys using Insider's Architect

The Challenge

flyadeal struggled to target users effectively via email and web push notifications. They relied on one-time campaigns instead of automated journeys, resulting in a lack of personalized and timely communication. Additionally, making changes to the website to deliver web push notifications required their technical team's involvement, leading to long delivery cycles and delayed updates. These issues prevented flyadeal from delivering a dynamic, relevant, and engaging user experience.

The Solution

By introducing email and web push notifications and utilizing Architect, Insider's customer journey solution, flyadeal improved user targeting at different stages of the funnel. For example, when users abandoned a trip search, automated emails and web pushes re-engaged them with personalized flight offers. For users who just booked a flight, flyadeal sent tailored recommendations for ancillary products like extra baggage and seat upgrades. This approach increased conversions and ROI while removing reliance on the technical team for quick implementation.

378x

ROI

30%

increase in conversion rate

SUCCESS STORY #3

The addition of WhatsApp adds more convenience

The Challenge

flyadeal needed to adapt their channel and messaging strategy to meet their customers' evolving demands for convenience and immediacy. The primary issue was that a large portion of their user base preferred WhatsApp as their main communication channel.

The Solution

To effectively engage users, flyadeal expanded their focus to include campaigns on WhatsApp, a highly preferred communication channel. By implementing WhatsApp campaigns, Flyadeal was able to adapt their channel and messaging strategy to meet the evolving demands for convenience and immediacy among their customers. These campaigns included tailored content such as special promotions and flight offers. By sending these messages directly to users' WhatsApp, flyadeal ensured higher visibility and engagement compared to other channels. The convenience and familiarity of WhatsApp made it easier for users to interact with the messages, leading to increased click-through rates and conversions.

8%

click-through rate

7%

user conversion rate

Looking ahead

Looking ahead Looking ahead

Looking ahead

Future plans involve using Insider to enhance their mobile app experience and ensure seamless cross-channel communication, integrating email, WhatsApp, web push, and their website. They aim to expand WhatsApp beyond marketing to include transactional and support services, reducing agent workload and offering more self-service options. Additionally, they are shifting from offer-based to product-focused communications, emphasizing features and benefits to build brand loyalty and deliver value-driven content.

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