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Kiwi Increases Bookings Made Via Push Notifications +1,131% With Bloomreach Engagement
With the internet becoming more privacy-centric seemingly by the day, Bloomreach customer Kiwi.com invested in future-proofing its data quality and back-end tracking to better support the communication preferences of its own customers. Thanks to a data compilation project, the innovative global travel-tech company has a higher quality of customer data to help retain customers.
Kiwi.com is a global travel-tech company providing unique itineraries for travelers. It sources the best routes and cheapest flight options available from over 800 carriers, including trains and buses, that cannot be found elsewhere.
The Challenge
Like many in the travel industry, Kiwi.com found itself with a much lower volume of booking traffic because of government-mandated lockdowns in many parts of the world throughout 2020 due to COVID-19 restrictions.
The original implementation of Bloomreach Engagement, which is hosted on the Google Cloud Platform (GCP), happened more than four years ago for Kiwi.com. Since then, the company has changed significantly, with its strong new focus on brand building and B2C customers who demand an amazing experience.
The expanded Kiwi.com CRM team desired to do more with Bloomreach Engagement to better support customers. After careful consideration, the radical decision was made to reimplement Bloomreach Engagement almost from scratch.
Having higher quality data allows you to communicate in a better way with your customers. The ultimate goal is to use the data we have collected to offer our customers the best possible experience.
Michal Rosa
The Solution
Kiwi.com embarked on a six-month project involving complex scoping, a completely new method of front-end tracking on the website, and the merging of historical data from multiple different projects into a single new one. All of this without much room for error, as the Kiwi.com team didn’t want to lose any data during the re-implementation or deployment.
One thing the Kiwi.com data and analytics team was adamant about was data consistency across systems. The team has multiple tracking tools on the website and wanted to measure consistently across all of them.
To achieve this, the Kiwi.com team built a custom front-end tracker that handled all tracking and fed event data into its custom back-end. From this back-end, Kiwi.com would re-distribute all tracking data into internal and external systems that use it via APIs.
This solution helped the team maintain a level of data quality and consistency that otherwise would not have been possible.
One receiving system was Bloomreach Engagement. This means that the development team at Kiwi.com leveraged our Tracking API to send data about customer behavior from the website. This ensured the data tracked in Bloomreach Engagement would be consistent with data used by other systems and other teams within the company.
The Results
After consolidating all of its data into one Bloomreach Engagement project, Kiwi.com increased monthly bookings made via push notifications 1,131% when comparing monthly averages in 2019 and 2021.
The over 11 times increase in bookings from push notifications is thanks in large part to the ability to reach more customers with the notifications. Better communication with their customers has equated to more bookings for Kiwi.com.
Learn More
To learn more about Kiwi.com’s data compilation project, check out our customer success on our Bloomreach Blog.
