Reclaiming Revenue with Smart Cart Recovery
for a Leading Department Store Retailer
Client Overview
A leading department store retailer with a nationwide presence, operating both a vast network of physical stores and a robust eCommerce platform. Despite strong brand loyalty, the retailer was experiencing significant revenue leakage due to high cart abandonment rates and ineffective recovery strategies.
Problem Statement
Cart abandonment was a major challenge, resulting in substantial lost revenue. The retailer’s existing recovery efforts lacked personalization and real-time insights, leading to low engagement and conversion rates.
Key Challenges
One-Size-Fits-All Recovery Emails
The retailer relied on static, time-based emails that did not consider the customer’s real-time intent or shopping behavior.
Lack of Contextual Understanding
There was no visibility into whether customers were comparison shopping, waiting for discounts, or simply losing interest.
No Segmentation of High vs. Low-Value Abandoners
Recovery efforts treated all abandoned carts equally, missing opportunities to prioritize high-value customers with tailored incentives.
Solution Implemented
To address these issues, the retailer partnered with Custonomy to enhance its cart recovery strategy using AI-powered customer insights.
Real-Time Customer Intent Analysis
Custonomy’s Digital Twin model was deployed to monitor real-time browsing behavior, detecting signals such as price sensitivity, repeat visits, and hesitation patterns.
Personalized & Dynamic Recovery Triggers
Instead of generic follow-ups, the retailer sent highly personalized recovery messages with dynamic offers based on customer intent. For example, price-sensitive shoppers received limited-time discounts, while high-intent customers were reminded of product scarcity.
Segmented Recovery Strategies
Customers were categorized based on lifetime value (LTV) and brand affinity, ensuring high-value shoppers received VIP treatment, while casual browsers were nurtured differently.
Business Impact
By adopting an AI-driven, intent-based cart recovery strategy, the retailer saw remarkable improvements
41% Reduction in Cart Abandonment
More relevant and timely interventions helped reclaim lost sales.
28% Increase in Email Click-to-Purchase Rate
Personalized recovery messages led to higher engagement and conversions.
19% Growth in Average Order Value (AOV) from Recovered Carts
By targeting high-value customers with exclusive incentives, the retailer boosted order sizes.
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