The document outlines various case studies detailing how multiple companies, including Sony, Millennium, and Office Shoes, implemented basket and booking abandonment recovery email programs with the help of Salecycle. These programs successfully improved online sales by engaging customers with targeted, compliant emails and dynamic product recommendations, leading to significant recovery rates in various markets. Overall, the collaborative efforts resulted in impressive metrics like high open and click-through rates, converting abandoned sales into increased revenue for the brands involved.

1. Client

2. In partnership with:
Client Story
Background Story
Basket abandonment is a challenge facing every online
retailer today, with the majority of customers entering the
buying process and putting products in the basket without
completing their purchase.
Sony wanted to communicate with these hottest of prospects,
whilst ensuring it was fully compliant with legal guidelines and
best practice advice.
Legal Diligence
Sony follow the EC Privacy and Electronic Communications
laws and in particular the 'soft-opt-in' principle set out in
section 22 which in practice means the consumer must leave
their email address during the checkout process, the basket
abandonment email must be specific to the product or
service the consumer was interested in at the time their email
was left and must include a simple 'one click' unsubscribe.
SaleCycle worked through an in depth legal consultation with
SONY EU so that their Data Compliance and Personal
Information Management (PIMS) teams were happy to rollout
the service across all EU regions.
The Solution
The programme has achieved fantastic results across all
regions, with average open rates in excess of 55% and
click-through rates of 22% testament to the importance of
good timing and clean email design.
Great customer service and targeted email engagement have
their place whatever the region – just like Sony’s products!
info@salecycle.com
@SaleCycle
www.SaleCycle.com
Sales Uplift
Sony’s abandoned basket email
programme has increased online
sales by over 7%.
Results
7.4%
About
Sony is one of the world’s best-known brands. A leading light in
consumer electronics, Sony products are loved across the globe.
SaleCycle helps its clients to recover lost sales by contacting people in
real-time when they abandon a shopping cart or booking online.
“Quality control and great customer
service are key components of the
Sony experience, both with our
products and the way we communicate
with customers. Working with
SaleCycle, we put together a highly
effective basket abandonment email
programme to communicate to
customers who leave the checkout
process without purchasing; effectively
our hottest prospects. I would
recommend SaleCycle to anyone
looking to implement a cart recovery
programme – it’s a great solution."
Jayne Knobbs, eCommerce
Marketing Manager, Sony

3. The Creative
@salecycle.com
TWEET US
VISIT US ONLINE
Customer
Service Tone
Product Links
Full Product
Details
Shipping
Details

4. In partnership with:
Client Story
Background Story
Booking abandonment online is a challenge facing
every hotel operator today. For Millennium it is no
different, with abandonment rates across its regions
contributing a significant amount of lost revenue.
Millennium wanted to do something to communicate
with these customers who don’t book first time round
– effectively it’s hottest prospects.
Global Roll-Out
Millennium began by trialing the programme on the
.com site, testing a variety of subjects and sending
times to find the right balance for it’s customers.
Following fantastic results, both in bottom line
revenue and improved customer service, the
campaign was then rolled out across the entirety of
Millennium’s global reach – with email templates
created in both English and Chinese.
The Solution
The programme has profited thanks to strong partner-
ships and collaboration, with SaleCycle working
closely with the Synxis booking engine to capture data
in real-time, and the wider Millennium team to ensure
all messaging is on brand and hitting the right notes
for the culture of the region it serves.
The result is a slick, global solution – which is very
much the Millennium way.
info@salecycle.com
@SaleCycle
www.SaleCycle.com
Recovered Currencies
Millennium’s booking recovery
programme is now live in 19 countries
recovering sales in 88 currencies.
Results
88
About
Millennium & Copthorne Hotels plc is a leading hotel operator
with over 120 hotels in 19 countries across the globe.
SaleCycle helps its clients to recover lost sales by contacting
people in real-time when they abandon a booking online.
“Contacting customers who
abandon their booking online has
not only improved our bottom
line, but has improved the
customer experience too. I
wouldn’t hesitate to recommend
SaleCycle to any hotel looking to
improve online booking
performance, both nationally and
across the globe.”
Samantha Loh, Global
E-Commerce Director,
Millennium & Copthorne
Hotels plc

5. The Creative
@salecycle.com
TWEET US
VISIT US ONLINE
Customer
Service Tone
Region
First Name
Personalization
Brand
Enforcement
Reservation
Details

6. In partnership with:
Client Story
info@salecycle.com
@SaleCycle
www.SaleCycle.com
Online Sales Uplift
Monsoon Accessorize’s cart
recovery emails contribute an
uplift in online sales of over 4%.
Results
4.3%
About
Monsoon Accessorize is a high street favourite. Renowned
across the world for the beauty and colour of it's products, it
has over 1,000 stores and a thriving online presence.
SaleCycle, the market leader in it’s field, helps its clients to
recover lost sales by contacting people in real-time when they
abandon their shopping-cart online.
“At Monsoon Accessorize we
recognise the challenge of
abandoned baskets and the
opportunity to target these people
our hottest prospects. By working
with SaleCycle and sending
timely, well designed emails,
we've increased our annual sales
online by over 4% with an
average order value 30% higher
than our direct website sales.
A great partnership.”
Bilal Adham
Online Acquisition Manager
Monsoon Accessorize
Background Story
Monsoon Accessorize’s abandonment rate of 68% is a
significant improvement on the industry averages that level
up at around 74% - however it still equates to a huge amount
of lost revenue every day - and no one likes that!
It’s innovative website, allows customers to purchase
products from either of its brands, providing a great shopping
experience – but also significant brand challenges when it
comes to email retargeting.
Dual Branded Email
To ensure a really great return on basket abandonment
emails (and that’s SaleCycle’s mantra!) it’s vital that the look
and tone of the email is just right and that it positively reflects
the customer’s shopping experience so far.
But what about when there's multiple brand possibilities?
The Solution
Using dynamic email templates, and a clever bit of
segmentation wizardry, customers who abandon a dazzling
dress from Monsoon, for example, will receive a Monsoon
branded email which reinforces all the brand stands for. A
beautiful bracelet from Accessorize? The opposite applies.
However, if both products are abandoned then a
dual-branded email is sent with an animated GIF header
promoting both brands.
The loop is finished with a slick integration with Monsoon’s
email service provider, ensuring emails hit the inbox and
customers return to purchase their weekend wares!

7. The Creative
@salecycle.com
TWEET US
VISIT US ONLINE
Customer
Service Tone
Full Cart
Contents
Brand
Focus
Live Pricing
Dynamic
Emails
Fully
Personalised

8. In partnership with:
Client Story
Background Story
Shopping cart abandonment is one of the biggest
challenges facing all global retailers, with average
abandonment rates of 74%.
Identifying this problem, and SaleCycle as a solution,
OFFICE Shoes introduced cart recovery technology on
their ecommerce site, with the target of re-engaging
with customers who fell at the final stage of the
buying process.
Split Testing
OFFICE Shoes recognised the importance of constant
testing and monitoring to optimize the success of the
email campaign and utilised the split-testing module
within the SaleCycle platform to test different
sending times (varying times from 2 hours after
abandonment down to 30 minutes) and a variety of
different subject lines.
The Solution
SaleCycle continues to work closely with OFFICE
Shoes to optimise their abandoned shopping basket
email campaign. Testing, analysis and re-testing is
an ongoing process with changes to the creative each
season accompanied with new tests.
OFFICE Shoes has also introduced a 2nd Cycle email
campaign sent 24 hours after abandonment to
consumers who have yet to return to the site to
purchase. This 2nd email campaign also includes
dynamic product recommendations.
info@salecycle.com
@SaleCycle
www.SaleCycle.com
Conversion from Click
OFFICE Shoes now recover £‘000s
of lost sales every day, with
one-in-four of all consumers who
click going on to purchase.
Results
25%
About
OFFICE Shoes is a leading high street favourite, gaining a
reputation for originality in its approach to shoe retailing, with
81 stores and a thriving online presence.
SaleCycle helps its clients to recover lost sales online by
contacting people who abandon their shopping-cart, booking
or application form in real-time.
“At Office Shoes we recognised
the challenge of abandoned
baskets and saw the opportunity
to communicate to our hottest
prospects. By working with
SaleCycle we send timely, well
designed emails to our customers
that they really respond to - with a
25% conversion from click. A
great partnership.”
Scott Taylor

9. T
@salecycle.com
TWEET US
VISIT US ONLINE
Customer
Service Tone
Full Cart
Contents
Brand
Banner
Price
Totals
£
Return to
Pre-Populated
Cart
Clear Call to
Actions

10. In partnership with:
Client Story
Background Story
Booking abandonment online is one of the biggest
challenges facing every travel brand today, with
average abandonment rates in excess of 90%.
Identifying this challenge, Travel Holdings worked
with SaleCycle to develop abooking abandonment
email campaign to communicate with these
customers across its international Easy Click Travel &
Last Minute Travel sites.
Timing is Everything
Travel Holdings recognized the importance of good
timing – communicating with these hottest of
prospects whilst they are in the buying mindset and
excited about finding that dream vacation!
Utilizing the split-testing module within the SaleCycle
platform, the team tested a variety of different times
before finding that 30 minutes after a booking being
abandoned was the perfect time to get back in touch.
The Solution
Working alongside Travel Holdings’ booking engine,
Travel Global Systems, the SaleCycle booking
recovery campaign has achieved astonishing results
across all key metrics, but most importantly of all, has
increased bottom line online sales by over 5%.
Now that’s a nice story!
info@salecycle.com
@SaleCycle
www.SaleCycle.com
Revenue Per Email
For every booking recovery email
that Travel Holdings sends - over
15 dollars in revenue is generated.
Results
$15.15
About
Travel Holdings Inc. is one of the most distinctive and
expansive travel distribution companies in the world, with a
hotel network which exceeds 50,000 properties across North
America, Europe, South America and Asia Pacific.
SaleCycle helps its clients to recover lost sales by contacting
people in real-time when they abandon a booking or
reservation online.
”Your vacation experience begins
when you first start looking for that
perfect getaway and at Travel
Holdings we’re passionate about
getting that right. Working with
SaleCycle we send beautiful,
relevant emails to our customers
when they abandon a booking
helping them back online to find
the right trip for them. The results
have been great with 52% of
customers opening the emails and
increasing our bottom line online
sales by over 5%."
Dan Ben-Zikry
eCommerce Director
Travel Holdings, Inc
Travel Global Systems

11. The Creative
@salecycle.com
TWEET US
VISIT US ONLINE
Fully
Personalised
Clear Call to
Actions
Customer
Service Tone
Promotional
Banner
Reservation
Details

12. In partnership with:
Client Story
Background Story
Shopping cart abandonment is one of the biggest
challenges facing all global retailers, with average
abandonment rates of 64%.
Identifying this problem, and SaleCycle as a
solution, TM Lewin introduced cart recovery
technology across all websites and currencies, with
the target of re-engaging with customers who fell
Global Implementation
As SaleCycle can encompass all currencies with
one implementation, TM Lewin's international sites
are able to use the same JavaScript code. The code,
was simply pasted into TM Lewin's website on all
cart, checkout and completion pages to implement
the SaleCycle platform.
The Solution
SaleCycle then worked closely with TM Lewin to
develop the recovery campaigns for each domain
with the production of 4 email templates for TM
Lewin, each of which contained
international tracking.
SaleCycle found that using a customer service
online to purchase. The email creative also
incorporates an animated GIF sales banner, which is
updated quarterly.
info@salecycle.com
@SaleCycle
www.SaleCycle.com
Uplift in global revenue
TM Lewin now recover $‘000s of
lost sales every day, with an
overall uplift in global online
revenue of 4.65%.
Results
4.65%
About
TM Lewin is the global leader in businesswear for men and
women with transactional websites in the UK, US, Australia
and Europe.
SaleCycle helps its clients to recover lost sales online by
contacting people who abandon their shopping-cart,
booking or application form in real-time.
“
marketing tool, increasing our
revenues and giving us valuable
insight into our customers
behaviour. To be
recommended…”
Guillaume Brocart, TM Lewin
Country Manager

13. The Creative
@salecycle.com
TWEET US
VISIT US ONLINE
Customer
Service Tone
Full Cart
Contents
Animated
GIF Banners
Historical
Pricing
Return to
Pre-Populated
Cart
Social
Links

14. In partnership with:
Client Story
Background Story
Basket abandonment online is one of the biggest
challenges facing every online retailer today, and for
FCP Groton and the purchase of car spares it’s no
different with an average abandonment rate of 81%.
Identifying this challenge, FCP worked with SaleCycle
to develop a basket abandonment email campaign to
communicate with these customers across its
international sites fcpimport.com & fcpeuro.com.
Personalized Creative
FCP’s basket abandonment emails achieve a
fantastic open rate, with almost half of the recipients
seeing the creative.
This creative is made even more successful using
dynamic personalization which displays a banner
based on the car parts the customer has shopped for
– for example, if a customer has shopped for Audi
parts they see an Audi banner – improving the
customer experience and increasing the number of
clicks back to the FCP website.
The Solution
Working alongside FCP’s Spree Commerce platform,
the SaleCycle cart recovery campaign has achieved
astonishing results across all key metrics – increasing
online sales by over 4% and achieving an average
order value significantly higher than direct website
sales.
info@salecycle.com
@SaleCycle
www.SaleCycle.com
Sales Increased by
FCP’s cart recovery programme
has increased its annual online
sales by over 4%
Results
4.25%
About
FCP Groton is the leading European & Import car parts
specialist. Starting out as a small family run organization in
1986, FCP are now a worldwide online distributor.
SaleCycle helps its clients to recover lost sales by contacting
people when they abandon a shopping cart online.
“At FCP we recognize the
challenge of abandoned baskets
and the opportunity to target
these people our hottest
prospects. By working with
SaleCycle and sending timely,
well designed emails we've
increased our annual sales online
by over 4% with an average order
value 30% higher than our direct
website sales. A great
partnership.”
Scott Drozd, CEO
FCP Groton

15. The Creative
@salecycle.com
TWEET US
VISIT US ONLINE
Customer
Service Tone
Full Cart
Contents
Dynamic
Banner
Live Pricing
Social
Links
Personalized
First Name
Clear CTA

16. In partnership with:
Client Story
Background Story
Booking abandonment online is a challenge that
every hotel faces today. No matter what you do to
optimize your site and the booking process, some
customers will always get away.
With an abandonment rate of just 16%, Apex Hotels is
much improved on the average – but it still wanted to
do something about those customers who don’t book
first time round.
The Personal Touch
Apex Hotels wanted its booking recovery email to
represent the experience of being in its hotel:
Attractive, personal and friendly.
The creative follows this mantra to the rule, using first
name personalization to greet the customer and
offering the customer the incentive of a £10 voucher
to enjoy themselves in the bar or restaurant. Now that
is friendly.
The Solution
Using SaleCycle’s segmentation engine, the Apex
Hotels email is personalized so that a different
creative is shown relevant to the hotel the customer
has abandoned – a thoughtful message direct from
the General Manager helps to generate click rates of
around 30% and a conversion from click of over
37%.
Now that’s what we call customer service!
info@salecycle.com
@SaleCycle
www.SaleCycle.com
Revenue Per Email
For every booking recovery email
that Apex Hotels send – an astonish-
ing 38 pounds of revenue is
Results
£38
About
Born out of Edinburgh, Scotland in 1996 – Apex Hotels Ltd is
an operator of eight high quality four-star hotels across the UK.
“Contacting customers who
abandon their booking online has
not only improved our bottom
line, but has improved our
customer experience too.
Response to the emails has been
fantastic with an average open
rate of over 55% and 37% of
clickers going on to complete
their booking. I would
recommend SaleCycle to any
hotel group looking to optimize
booking performance and
occupancy rates.”
Alan Garland, E-Marketing
Manager, Apex Hotels Ltd

17. The Creative
@salecycle.com
TWEET US
VISIT US ONLINE
Customer
Service Tone
Social
Links
Fully
Personalised
Clear Call to
Actions
Reservation
Details
Hotel
Manager’s
Name

18. In partnership with:
Client Story
Background Story
Everyone abandons his or her shopping cart
occasionally. Even you and I. It’s one of the biggest
challenges facing all online retailers today with an
average abandonment rate of 72%.
Filson wanted to face this challenge head on and so
began working with SaleCycle to put together an
email to communicate to these hottest of prospects.
Product Recommendations
Good customer experience is everything at Filson, and
its cart recovery email begins with a strong customer
service message whilst also enforcing its strong brand
mantra ‘Might as well have the best’.
The creative goes a step further from a typical cart
recovery email, offering a personal shopper type
experience with dynamic product recommendations.
The Solution
Using SaleCycle’s algorithm and monitoring of
product purchasing across Filson’s entire range, the
email offers upsell/cross-sell recommendations to
each customer based on what they left in the
shopping cart.
Contributing an increase in online sales of over 4%
and an incredible revenue per email sent of over $13
– it’s safe to say that working together, Filson and
SaleCycle really do deliver ‘the best’.
info@salecycle.com
@SaleCycle
www.SaleCycle.com
Average Order Value
The AOV of purchases from
Filson’s cart recovery emails is
over 30% higher than direct
Results
31%
About
Established in 1897, Filson is a leading U.S. Outdoor Outfitter
and manufacturer of high quality gear and apparel.
SaleCycle helps its clients to recover lost sales by contacting
people in real-time when they abandon a shopping cart online.
“At Filson we are passionate
about great design and great
customer service – and our email
marketing is no different.
Working with SaleCycle, the
design of our basket
abandonment email brings
together the style our customers
love about our brand – while also
providing a relevant message to
help them back to our website.
A great partnership.”
Harold Egler, VP of Marketing,
Filson

19. The Creative
@salecycle.com
TWEET US
VISIT US ONLINE
Customer
Service Tone
Social Links
First Name
Personalization
Full Basket
Contents
Recommended
Items
Brand
Enforcement

20. In partnership with:
Client Story
info@salecycle.com
@SaleCycle
www.SaleCycle.com
Email Open Rate
Over half of Cath Kidston's
customers open the basket
abandonment email making it the
top performing marketing email.
Results
57%
About
Cath Kidston is one of the world’s most popular designer
brands with its distinctive vintage and floral designs adorning
everything from purses and pens to bedspreads and brollies.
SaleCycle, the market leader in its field, helps its clients to
recover lost sales online by contacting people who abandon
their shopping-cart in real-time.
“Customers are fiercely loyal to our
brand, and ensuring a great
customer experience is vital to us.
Working with SaleCycle we send
beautiful, elegantly branded emails
to our customers when they
abandon a basket – increasing our
sales and improving the customer
experience. SaleCycle are always
very helpful with any questions we
have and are very easy to work with.
A great partnership.”
Hayley Bashford,
Email Marketing Co-ordinator,
Cath Kidston
Background Story
Everyone abandons their shopping cart occasionally. Even
you and I. It’s one of the biggest challenges facing all online
retailers with an average abandonment rate of 72%.
With a well optimized and intuitive website from
AspDotNetStorefront, Cath Kidston’s abandonment rate is
below the average at 67%, but it still represents a significant
amount of lost revenue – and no one likes that.
Customer Service Tone
Maintaining a positive customer experience was a key
consideration for Cath Kidston when embarking on their
basket abandonment email.
By sending the email, through email service provider eCircle,
two hours after a cart has been abandoned, customers are
engaged at a key part of the buying life cycle, whilst the
subject line ‘A little reminder from Cath Kidston’ gives the
email an engaging but soft tone that customers respond to.
The SaleCycle Solution
Cath Kidston’s campaign has been a huge success, becoming
its most effective email with over half of recipients opening
the email and a click through rate of 14%.
Abandoners also tend to spend significantly more, with the
average order value of purchases direct from abandoned cart
emails 65% higher than Cath Kidston’s direct sales.

21. The Creative
@salecycle.com
TWEET US
VISIT US ONLINE
Full Basket
Contents
Return to
Pre-Populated
Cart
Brand
Imagery
Live Pricing
Customer
Service Tone
Social Links

22. In partnership with:
Client Story
Background Story
Shopping cart abandonment is one of the biggest
challenges facing all global brands, with average
abandonment rates of 74%.
Identifying this problem, Paul Smith worked with
SaleCycle to develop a basket abandonment email
campaign to communicate with these customers –
their hottest prospects.
2nd Cycle Campaign
Paul Smith started out with a single email campaign
triggered 2 hours after a customer abandoned a
product online. With a crisp, clean design, full
product personalisation and a gentle customer
service tone – the email produces great results with
customers appreciating the relevance of the email
and returning to purchase their products.
Paul Smith wanted to communicate further with
those customers who still hadn’t purchased
however…
The Solution
Working with SaleCycle, Paul Smith produced a 2nd
Cycle email which is sent 48 hours after the first
email to all customers who have not yet returned to
purchase.
The email offers recommendations of other products
that may be of interest to the customer, based on
SaleCycle’s own algorithm and monitoring of product
purchasing across Paul Smith’s entire range.
info@salecycle.com
@SaleCycle
www.SaleCycle.com
2nd Cycle Revenue
Paul Smith’s 2nd Cycle email
generates an additional 46% of
recovered revenue online.
Results
46%
About
Paul Smith is Britain’s foremost designer. Famous for its
clothing and accessories collections, Paul Smith specialises
in an inventive use of traditional craftsmanship and
cutting-edge design to create beautifully made, desirable,
modern pieces.
“At Paul Smith we’ve always
believed in great customer
experiences. Working with
SaleCycle to develop a 2nd Cycle
to our basket abandonment
campaign, we send our
customers recommendations of
products that we believe will be
relevant to them – helping them
to find the purchase right for
them. A great partnership.”
Helen Harris, Assistant Digital
& CRM Manager – Paul Smith
2

23. The Creative
@salecycle.com
TWEET US
VISIT US ONLINE
Customer
Service Tone
Social
Links
Fully
Personalised
Clear Call to
Actions
Product
Details
Dynamic
Recommendations

24. In partnership with:
Client Story
info@salecycle.com
@SaleCycle
www.SaleCycle.com
Conversion from Send
R
of lost sales every day, with a
fantastic conversion from send of
over 7%.
R
7.9%
About
Radley is famous the world over for it’s luxurious range of
designer handbags. Born out of London originally, it has a
strong online presence with it's global website shipping to 47
countries.
SaleCycle, the market leader in its field, helps its clients to
recover lost sales by contacting people in real-time when they
abandon their shopping-cart online.
“At Radley we recognise the
importance of ‘good-timing’ –
especially when communicating with
our customers. Working with
SaleCycle our customers receive a
beautifully designed email, with
content and products relevant to
them, 30 minutes after they
abandon a basket on our website.
Our customers respond fantastically
with a conversion from send of over
7% making the programme one of
our highest performing marketing
tactics.”
Rowan Luckie
Head of Ecommerce,
Radley
Background Story
Shopping cart abandonment is one of the biggest challenges
facing all global fashion brands, with average abandonment
rates of 74%.
Identifying this problem, Radley introduced the SaleCycle cart
recovery technology with the target of re-engaging with
customers who fell at the final stage of the buying process.
Good Timing
Radley used the SaleCycle split-testing tool to experiment with
a variety of times before finding that 30 minutes after
abandonment was the optimum performing time for its
customers.
The importance to communicating quickly with these hottest
of prospects, before they potentially purchase elsewhere,
cannot be underestimated
The SaleCycle Solution
The SaleCycle code was implemented on Radley’s website,
powered by Magento, enabling abandonments to be captured
as they happen in real-time.
Radley’s creative, sent through its ESP Silverpop, incorporates
some nice customer service lead copy to introduce the email
with full product details and a clear call to action to ‘buy now’
straight from the email.

25. The Creative
@salecycle.com
TWEET US
VISIT US ONLINE
Full Cart
Contents
Navigation
Bar
Clear Call to
Action
Customer
Service Tone
Social Links
Personalised
Name

26. Contact