Case Study: Adnams (brewery & hospitality group) reduces mobile and tablet basket abandonment and increases conversions by 10% with SessionCam

Adnams - Customer Case Study

Adnams, a brewer, distiller and hospitality group, faced rising mobile and tablet traffic after a site redesign and needed data-driven direction to prioritise UX improvements. They engaged SessionCam, using its free trial and Customer Struggle score and session replays to highlight where customers were getting stuck.

Using SessionCam’s Customer Struggle score and replays, Adnams identified that delivery cost messaging was driving basket abandonment and that mislabelled hotel room images were causing booking confusion. Changes to delivery options lifted the basket-abandonment conversion funnel by 10%, helped them beat that month’s revenue target, and reduced calls by making the site more self-service—outcomes directly attributed to SessionCam.

Adnams

Liz Cobbold

Director of Digital & Customer Experience