BigBasket, India's largest online food and grocery store, faced two primary challenges. The first was creating awareness about its services and offerings, a common issue for any E-commerce brand. The company needed to focus on user reachability to increase its customer base. The second challenge was to grab its customers’ attention through the right channels in a timely manner and with the most relevant content. As one of the first movers in the grocery delivery segment, standing out from the crowd was crucial for BigBasket. They needed a solution that would allow them to reach more devices with their offerings and provide a personalized customer journey.

Furlenco, India's largest furniture subscription-commerce company, was facing a significant challenge in customer engagement and retention. Despite successfully driving app installs, the company was experiencing a low subscription ratio, which was impacting the number of subscriptions coming in from their mobile app. The team identified several customer drop-off points across the customer journey that needed to be addressed. These included reaching out to prospective clients, formulating messages for better subscription rates, determining the frequency of messaging, improving the acquisition and onboarding experience to retain customers, and making the post-onboarding process more meaningful and engaging.

GIVA, a rapidly growing silver and natural diamond jewelry brand in India, was facing several challenges in its customer engagement and retention strategy. Despite a heavy influx of customers, the company lacked a precise and relevant way to engage with them. This was leading to a high level of interest in their products but a low conversion rate. Furthermore, the probability of customers returning to the app to make repeat purchases was also relatively low. The company was in need of a solution that could help them engage their customers more effectively, increase conversions, and boost repeat purchase rates.

Fynd, India's largest omnichannel platform for retail businesses, was facing a significant challenge with customer retention. Despite being a rapidly growing company, they found that only 2% of their customers were returning to the app within an 8-week period after signing up. This low retention rate was directly impacting their revenue metrics. Upon investigation, the growth team at Fynd discovered that customers were receiving irrelevant emails, leading to low open rates of just 3% from a customer base of 15,000. This situation was not only ineffective but also risked annoying customers and causing further churn. Fynd needed a solution that would allow them to identify customers who would respond positively to marketing communication and exclude those who would react negatively. They also needed to optimize their marketing efforts to ensure every communication was relevant to each customer without increasing campaign costs.

S’More, a next-generation dating app, was facing challenges in creating personalized experiences for its users. The app, which focuses on creating meaningful relationships based on common interests, opinions, and values, was looking for ways to keep its existing customers engaged while also creating a great onboarding experience for newcomers. The challenge was to reach the right customers with the most relevant message at the time and channel that is most convenient for them. The app was also looking to capture the uniqueness of each individual with the right data and insights to connect in a more meaningful way. The goal was to enhance the customer onboarding experience with personalized flows, which would encourage customers to complete their profiles and prevent churn.

Wynk Music, one of India's largest mobile entertainment platforms, faced a significant challenge during the COVID-19 pandemic. The music industry was experiencing a halt in new music releases, leading to a supply problem. This situation resulted in a considerable amount of dormant behavior among Wynk's customers. The company needed to find a way to re-engage these dormant users and maintain its position in the market. The challenge was not only to identify these inactive users but also to understand their music preferences to provide personalized recommendations.

OYO, a global platform that empowers entrepreneurs and small businesses with hotels and homes, was facing challenges in maximizing the impact of their customer interactions across various campaigns. The company runs different campaigns with triggered journeys based on customer action on their app, and it was crucial for them to understand which message variant was performing the best. The results of effective engagement campaigns would reflect in the incremental CTR (click-through rate) improvement, which ultimately adds to the bottom line in terms of new and repeat hotel bookings. However, the process required a lot of manual intervention to configure the better performing variation and maximize its use. This was particularly difficult with automatic trigger and period campaigns that run for longer durations. Additionally, it resulted in the loss of CTR during the initial stage of experimentation.

6thStreet.com, a leading e-commerce fashion destination from Apparel Group, faced the challenge of driving customer engagement and retention. With over 1000+ international brands, the platform had a vast selection of products but needed to ensure that customers were not only attracted to the platform but also converted their interest into purchases. The brand was initially using traditional channels such as emails and SMS for customer communication. However, these methods were not yielding the desired results in terms of customer retention and conversion rates. The brand needed a more effective way to understand customer behavior, monitor campaign health, and send communications at the right time.

JULO Finance, a digital lending company, was facing a challenge in optimizing customer engagement. The company aimed to grow its existing customer base by sending the right message at the right time through the right channel. However, understanding the customer journey and lifecycle stage to tailor the communication accordingly was a significant challenge. The company needed a solution that could provide deeper insights into their customer's behaviors and preferences to enhance their engagement strategies.

Airtel Wynk Music, one of India's largest mobile entertainment platforms, faced a significant challenge with a large percentage of their customers going dormant. The company observed that many customers who regularly streamed music on their app would become inactive until a new music album or movie was released. However, due to the Covid-19 pandemic, new music releases in India decreased significantly. Instead of waiting for customers to return to the app on their own, the Growth team at Wynk wanted to proactively engage these dormant customers and encourage them to return to the app.

Rain, a licensed cryptocurrency brokerage and custodian servicing the Middle East, Turkey, and North Africa, was facing significant challenges in its customer engagement and retention efforts. The company was struggling with its existing CRM system, which was not effectively facilitating communication across various channels such as emails, in-app notifications, and SMS. As a crypto investment brand, Rain also had to deal with additional due diligence requirements, which presented further hurdles. The team was constantly working to upgrade its Martech stack, but the existing solutions were not meeting their needs, leading to difficulties in measuring active users and driving engagement.

Freo, a full-stack mobile neobank for millennial consumers in India, was facing significant challenges in driving higher engagement and conversion rates. The company was experiencing high abandonment rates among consumers during the Know Your Customer (KYC) process, a crucial step that cannot be skipped for fintech apps. Additionally, Freo was struggling with segmenting customers into different cohorts and determining the optimal time and channel for communication. Post-onboarding, the company faced difficulties in activating customers and identifying category buckets that customers would fall into, such as dormant, inactive, champions, and power users.

SWVL, a provider of tech-enabled mass transit solutions, was facing a significant challenge in engaging with its customers effectively. Operating in 135 cities across 20 countries, the company had to deal with a diverse customer base with varied languages. The challenge was to ensure that they could communicate with every customer at the right time across different channels. The company wanted to automate its communication based on the customer journey and lifecycle stage. However, the existing processes were time-consuming and required significant bandwidth from internal teams.

XL Axiata, one of Indonesia's largest telecom operators, faced a significant challenge in analyzing and engaging with its vast customer base of over 54.9 million subscribers. The company offers a wide array of innovative telecommunications products and services, which necessitates a deep understanding of customer behavior to ensure effective engagement. The sheer volume of customers made it difficult for the XL Axiata team to segment customers based on their in-app behavior and automate journeys to keep them engaged. The challenge was not only to understand the behavior of millions of customers but also to create and automate journeys for every stage in the customer lifecycle.

Freo, a neo-bank for millennial Indians, was grappling with a significant challenge common to many Fintech brands - customer drop-offs during the customer journey. The complex set of steps that customers had to complete, such as KYC registrations, made customer retention a major issue. The company was struggling to maintain engagement and keep customers on board throughout the entire process. This was a significant problem as it was affecting their conversion rates and overall customer satisfaction.

ClearGate, a company that provides merchant services and a payment gateway, was facing challenges with the limitations of third-party software. The company was in need of a new engagement platform that could offer superior customer service, seamless integration, and efficient execution. The existing software was not able to meet the dynamic needs of ClearGate, which was affecting their ability to manage administrative tasks and workflow effectively. The company was looking for a solution that could help them overcome these limitations and improve their overall operational efficiency.

Tokopedia, Indonesia's largest online marketplace, was facing a significant challenge common in the mobile app industry - high user churn. Nearly 60% of users were uninstalling the app within the first month of use. The company's objective was to improve first-month user retention by implementing an integrated customer onboarding strategy to activate and engage newly acquired app users. The challenge was to deliver the right message at the right time at every stage in a user's lifecycle to eliminate possible chokepoints or reduce user ambiguity.

OYO, a technology-driven hospitality company, was focused on delivering a seamless experience to its users by sending personalized hotel recommendations and price offers through various channels, including push notifications. However, they faced a significant challenge with the delivery rate of push notifications on Chinese OEMs such as Xiaomi devices, which were used by 17-20% of OYO users. The delivery rate was less than 30% for active users, which was a significant concern as the adoption of Xiaomi devices was growing. OYO needed to find a solution to increase the delivery rate for these devices and enhance their market scalability. They also aimed to personalize hotel recommendations to increase user interaction with relevant communication.

PetFlow, a leading retail brand of specialty pet food and supplies, was facing a significant challenge in late 2016. Despite their data-driven culture and personalized advice attracting pet lovers, they noticed a consistent decline in the engagement their customers and prospects had with email, their most powerful channel. This was a major concern, especially as the cost to acquire new customers was increasing and retaining existing customers was becoming a necessary activity. The Director of Marketing, Andrea Barsk, recognized that relying solely on email as an engagement channel was not sustainable. Simply sending out more promotional emails to get more sales was not a viable long-term strategy, as it could negatively impact deliverability and the bottom line.

SportsCafe, a digital platform for Indian sports fans, was facing a challenge in increasing traffic and engagement on their website. The majority of their revenue came from digital advertising, and with the industry seeing a 20% growth year over year, they were keen to capitalize on this trend. However, they were heavily reliant on traditional means of driving traffic, such as social media and Google AdWords. Despite these efforts, 90% of their traffic was from anonymous visitors, and they were struggling to create a pool of engaged visitors who would regularly return to the site. This was particularly important for mobile users, who were a key demographic for SportsCafe.

Tiket.com, a leading online travel agent in Indonesia, was grappling with the challenge of reducing user churn and re-engaging inactive or dormant users. The company was also keen on improving the Lifetime Value (LTV) of its customers. The primary goal was to reduce overall user churn by increasing first and repeat purchase rates and re-engage inactive or dormant users. The challenge was to devise a strategy that would not only retain existing customers but also attract new ones through multiple channels. The company needed a solution that would allow them to offer personalized user experiences and improve purchases, repeat purchases, and reduce user churn.

The Fave Group, one of South East Asia’s fastest growing startups, faced a significant challenge in driving user engagement and increasing customer lifetime value (LTV). The company, which started as a fitness sharing platform and has since expanded into a multi-category O2O platform, needed a solution to onboard new users and encourage them to make their first purchase on the Fave app. Additionally, Fave wanted to stimulate repeat purchases on the app to increase user LTV. The challenge was not only to attract new users but also to retain existing ones and guide them towards the right step in the customer lifecycle journey.

RentoMojo, a leading home furnishing rental service in India, was facing challenges with their existing marketing automation platform. The platform was not supporting their need for personalized user experiences and dynamic user engagement. The brand wanted to provide more intuitive and relevant product messaging based on user purchase history and cycle, and create custom journeys and communication based on user actions. However, their existing platform was not equipped to handle these requirements. Additionally, a significant number of their engagement emails were landing in the SPAM folder, a problem that their current tool couldn’t solve. This was negatively impacting their overall user engagement strategy and causing a drop in conversions.

GoMechanic, a car servicing solutions provider with a strong presence in 29+ cities across India, was facing a challenge with customer retention and conversion. The company observed that customers often conducted extensive research before booking a car service, leading to a longer conversion window than usual for online businesses. This resulted in a higher chance of drop-offs, with users adding services to their cart and then forgetting about them. GoMechanic needed a way to subtly yet compellingly bring users back to their app and incentivize them to complete their purchases.

Cocomelody, a popular bridal brand, was facing challenges in maintaining customer engagement and increasing conversion rates. Despite using multiple tools for cross-channel customer engagement and online ads with Google and Facebook, the brand was experiencing a significant drop in users at various stages of the purchasing journey. The conversion rates of their ads were not growing, negatively impacting their overall return on online ad spend (ROAS). The brand also identified a lack of dynamic messaging and intuitiveness on their website and app, and they were unable to pinpoint the exact drop-off points. Overall, they lacked crucial data analytics and the ability to personalize engagement campaigns. The brand's team decided to opt for a more dynamic and centralized engagement tool that would enhance customer interaction.

CoinDCX, India's largest cryptocurrency exchange, faced a significant challenge in building a solid crypto community by continuously engaging their users. The company's initial engagement approach lacked personalization and relevancy at the user level, leading to drop-offs during onboarding and reactivation. The marketing team realized the need for a more robust engagement strategy and an efficient platform to execute it. They initially opted for an automation platform, but it lacked essential features such as synergy between the brand and platform capabilities, multiple channels for omnichannel marketing, a futuristic product roadmap including third-party tool integration, and advanced user-level analytics. These shortcomings led CoinDCX to seek a new platform that could offer these features.

Landmark Group, one of the largest retail and hospitality brands in the Middle East, Africa, and India, faced a challenge during the White Wednesday Sale 2019. The sale, being the biggest online sale period of the year, was a prime opportunity for the Group to increase new subscribers, customers, purchases, and revenue. The core intent of the White Wednesday campaign was to ensure maximum offers and discounts were utilized by the app users. The Group wanted to encourage app purchases and improve app conversions. The goals were to improve early repeat customers, improve customer lifetime value and basket size, and increase app conversions with the use of a customer engagement tool. However, due to the sheer volume of campaigns and customers engaging with the websites and apps, optimizing app conversion was a significant challenge.

Lifestyle, a leading fashion destination in India, was facing a significant challenge with its mobile app. Despite having over 1 million app installs, the active user base was only 15,000. The company identified two main issues: a large number of users were inactive after opening the app for the first time, and a significant number of users abandoned the app after searching or adding products to the cart. This inactive user behavior was negatively impacting overall conversions and affecting the return on investment. The company's goals were to boost the monthly active user base, reduce user drop-off by improving conversions, increase the in-app purchase rate, and improve user engagement.

1Weather, a top-rated weather app, faced a challenge in maintaining user engagement and re-engagement. Despite providing regular weather updates and predictions, the app was experiencing lower page sessions. The company wanted to ensure that users could consistently benefit from its accurate weather information and forecasts. The primary goals were to increase app opens and engagement, improve click-through rates (CTRs) using relevant push notifications, and boost the depth of each session using a content engagement score (CES). However, the company faced limitations due to the majority of its user base being in the U.S., where stringent data and user privacy laws required all engagement communications to be related to weather conditions only.

Jeeny, a popular ride-hailing service in the Middle East, was facing a significant challenge. Despite having a strong user base of 3 million registered users, the company noticed a rapid decrease in the frequency and volumes of rides. The primary reason for this decline was the brand’s marketing strategy, which relied on simple, basic push notifications to engage their users. This approach created a gap between Jeeny and its users, as it lacked personalized interaction based on the users' app journey and interaction. The marketing team at Jeeny wanted to offer relevant real-time communication to the customers on new offers and discounts, and specific offer codes to loyal users. However, due to the absence of a robust marketing automation platform, the brand was unable to bridge the gap between the customer and their app, as the relevancy was missing.