Tag Archives for: Rezcomm

Checkout doesn’t have to mean ‘checking out’ – Rezcomm accelerates ecommerce conversions

February 07, 2019





Checkout doesn’t have to mean ‘checking out’ – Rezcomm accelerates ecommerce conversions




When it comes to attention to detail, Rezcomm has it in spades. In fact, walking through a demonstration of Rezcomm’s new omnichannel ecommerce Shop platform you might be impressed by the confidence it instils during the booking process. Every stage is intuitive and it’s familiar without lacking freshness.



You would certainly not be surprised to find out that the flawless checkout functionality is down to a huge amount of research into customer experience and the behaviour of hundreds of system users.


The importance of the customer checkout in any ecommerce system across industries is paramount, but particularly so in travel where the cart abandonment rate is 81.7%, significantly higher than the 72.8% in retail and the cross sector average of 75.6%.


Victoria Wallace, Director of Digital at Rezcomm says:


“One of our fundamental aims when designing the new Shop platform was to produce a technology that provides perfect synergy between the needs of our airport and venue clients and those of their customers. For businesses and consumers, a booking platform is only viable with a fully fit-for-purpose checkout process, and so we worked hard to identify and resolve points of friction throughout the checkout.”


Rezcomm’s research found, for example, that the first thing many customers do on arriving at a ‘your details’ form is to scroll down the page to see how long the form is. What happens next is cohesive with research that shows 37% of people abandon their online purchases because they are required to create an account, and 28% never make it to conversion because checkout is too long or complicated. They give up.


Shop answers these concerns by adding oodles of convenience. The ‘your details’ form builds as the customer fills it in making the length more manageable, and it validates in real time with a clear green tick, so there’s none of the irritation of having to go back and search out what you did wrong when the form won’t submit. Coupon codes are automatically applied too, with clear visualisation and communication of the discount received, before moving through to secure payment. It’s worth noting too that while mobile cart abandonment outpaces desktop by 16%, the Shop checkout process is especially pleasant and intuitive to use on mobile.


From the airport’s perspective, forms are customisable so you can add fields to collect any extra information you might need. The checkout also offers plenty of opportunities to add value and engage your customers. You can up sell with limited upgrade offers, for example, offering a higher spec, higher cost car park option that will improve the customer’s experience. It’s also easy to cross sell, with visualisation used to great effect to showcase luxury choices such as airport lounges. This is where you can sell the airport as a destination, promoting luxury over necessity.


As the customer completes checkout, the confirmation page further optimises the experience for both customer and user. As Rezcomm’s Victoria Wallace says, this page is “the most underused in ecommerce,” often showing no more than a quick “thank you” and a summary of the order.


With Shop’s confirmation page it’s possible to do so much more. You can now use this page to offer information that supports the customer, points them towards customer service and even brings them back into the booking journey to add incremental revenue. This is also a golden opportunity to catch marketing permissions from any customers who didn’t tick the consent CTA first time round.


And there’s still more. You can add links to additional products and services with affiliates too, giving the customer access to everything from swimsuits to suitcases. The airport benefits from valuable revenue and the customer gets a convenient one-stop travel shop.


Neil Robson, Parking Services Director at Rezcomm concludes:


“We have undertaken intensive testing throughout the development of Shop, and this informed the final stages of production and design. User feedback has been positive across the board, but it doesn’t stop there. Phase two of development will introduce more aspects of AI and machine learning, deeper social media integration and voice technology. Meanwhile, we will continue to test and monitor performance once Shop goes live and are committed to ongoing improvement to guarantee a future-proof solution for our clients.”


If your airport would like an early access demonstration of Rezcomm’s new ground-breaking parking and ecommerce platform please get in touch via rezcomm.com.



About Rezcomm:

Rezcomm is the trading name of Airport Direct Travel and has been providing ecommerce and travel services to airports, parking operators and venues around the globe since 2006. A recent milestone has been reached with Rezcomm now serving ¼ billion passengers worldwide. To find out more please visit www.rezcomm.com or find us on Twitter @rezcommtech. Any question regarding this story or potential content partnerships please contact Sarah Marks, Head of Marketing and Communications at Rezcomm: sarah.marks@rezcomm.com or on 01392 759304.


Rezcomm: Now Serving a Quarter of a Billion Passengers

January 23, 2019




Rezcomm: Now Serving a Quarter of a Billion Passengers



New partnerships in 2018 increase global reach for airport ecommerce experts as Boston beckons




Rezcomm experienced exciting growth in 2018 as its customer-centric approach, industry expertise and forward-thinking ethos won a host of new airport clients. Now, as the team prepares for the imminent release of a new software platform and expansion into new territories, Rezcomm’s booking and reservations software is serving more than a quarter of billion passengers worldwide.


In 2018, Rezcomm generated millions in incremental revenue to its airport clients through sales of parking and ancillary products whilst delivering further savings through streamlining operational efficiencies using its technology. The company launched its new B2B website too, providing airport, parking and marketing professionals with a host of information and resources, including a free ecommerce Marketing Advice eBook.


Following on from the new site, the newly evolved Shop platform (coming soon!) is designed specifically to address client needs with regard to user experience, client revenues and customer interface. Modelled on best practice across industries, a substantial foundation of industry experience, and with top-level PCI compliance, it opens wide the potential of the airport website as a one-stop-shop for travel customers. Shop features intuitive functionality for both user and customer and visualisation capabilities that exceed the expectation of today’s digital consumer.


And as Rezcomm forms ever more relationships with airport and venue clients, the company is also expanding in terms of affiliate partnerships that bolster the digital ecosystem for clients. With this in mind, CEO Marc Ive expects to see a healthy year-on-year growth rate for the company over the next 18 months and beyond.


Affiliates are integral in the delivery of new product extensions too. 2019 will see the launch of a new international online travel agency service, Rezcomm Travel, which, in line with advances made for Shop, will offer greater functionality for customers, including an advanced search experience, a much wider range of products and holidays, and a new ‘inspire me’ feature geared to raising the profile of an airport’s flying programme.


On a practical level, international reach crosses from the digital world to the physical as Rezcomm’s commitment to clients Stateside and beyond is underpinned by the opening of a second office in Boston, USA. This marks the start of an acceleration towards international expansion, with further satellite offices planned for the near future.


Marc Ive explains:


“The motivation behind Rezcomm’s move into the US is to support the strong expression of interest we’re receiving from airports in that territory at a more local level. While 2018 was a great year for Rezcomm with regards to new partnerships and product growth, the customer remains at the heart of everything we do. We want to make sure that our clients can rely on an extremely high level of expertise and support wherever they are in the world.”


It’s safe to say, 2019 will be an exciting year for Rezcomm and its family of airport clients. We look forward to navigating the digital landscape of ecommerce together with you as we take flight into this New Year.