CASE STUDY
Location | United States
Rock West Composites, a leading manufacturer and retailer of advanced composite materials, was looking to enhance its digital customer experience by reducing cart abandonment and increasing engagement through AI-powered product recommendations. As customer behavior evolved, it became clear that timely, relevant, and data-driven communication would be key to driving conversions and customer satisfaction.
High Cart Abandonment Rates:
Customers frequently added items to their shopping carts but left without completing the checkout process, resulting in significant revenue leakage.
Lack of Personalization in Product Recommendations:
The absence of tailored product suggestions limited the ability to cross-sell products, negatively impacting customer engagement and retention.
Recovered
A Significant Percentage of Abandoned Carts
Increased
Email Click-Through Rates
Enhanced
Captured cart abandonment events in near real-time using REST API integration between Rock West Composites’ backend system and Salesforce Marketing Cloud.
Developed email templates in Email Studio and Content Builder with dynamic content blocks showing personalized cart contents.
Track customer behavior (order history, product views, cart activity) and generate AI-driven product suggestions.
Scheduled automated email dispatches every 6 hours using Journey Builder for logged-in users only.
Director of eCommerce and Digital Marketing at Rock West Composites
80%
Improvement in Customer Retention
Audience
- Executives, CTOs, Director
- IT Consultants
- Business Analysts
- Project Managers
- IT Project Coordinators
- Architects and Specialists
