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Hotwire

Oracle Customer Success

Hotwire boosts engagement with Oracle Marketing Consulting

Summary

The online travel agency uses Oracle Responsys Campaign Management to improve email personalization and reduce client team workloads.

Business challenges

San Francisco-based Hotwire is an online destination for discounted airline tickets, hotel rooms, rental cars, and vacation packages. The company has been a fixture of the online travel industry for more than 20 years, and currently boasts some 8.5 million worldwide unique visitors to its website every month.

As the travel industry began to rebound from the COVID pandemic, Hotwire wanted to increase personalization for broadcast emails in an effort to improve customer experience and increase traffic across its site.

We work closely with our strategy and account teams to develop sophisticated programs that are really tailored to our individual customers. It's a real testament to our partnership with Oracle that we are a travel company coming out of the pandemic with programs that perform better and take less effort to manage than the ones we had prior to our industry going dark.

Katie Lay,

Senior Director of Customer Engagement, Hotwire

Why Hotwire Chose Oracle

Hotwire chose Oracle Marketing Consulting’s strategic and creative services for its deep knowledge of Oracle Responsys Campaign Management and best practices for modular email architecture to increase personalization. Oracle also offered Hotwire the tools it needed to reimagine the customer experience, reinforce and optimize messaging, and decrease ongoing client team workloads. 

Results

After using Oracle Marketing Consulting, Hotwire experienced a 30% lift in email engagement rates when tested against the engagement of non-personalized emails. Additionally, Hotwire’s client teams reduced campaign workload by about 25% using the built-in content rotation offered by Oracle Marketing Consulting.

Hotwire also saw strong customer engagement with Oracle Marketing Consulting’s personalization template, which included modules for app usage, cart abandons, cross selling, targeted customer education, and a VIP refer-a-friend offer.

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Published: September 16, 2021