FabHotels, a new-age budget hotel chain, was facing a significant challenge with their email promotional campaigns. Despite running multiple campaigns daily, poor domain reputation was causing most of their emails to land in customers' Spam folders, severely impacting their email marketing strategy. This was particularly problematic in the travel industry, where it's crucial for brands to engage with users during high-purchase-intent micro-moments. FabHotels had been using various email vendors and tools for their campaigns for over two years. Initially, these campaigns performed well until the brand reached a certain daily email threshold. Once this threshold was reached, the domain reputation dropped, and emails started landing in the SPAM folder, rendering emails ineffective as a customer engagement channel.

Vedantu, a Bengaluru-based tutoring platform, was facing a significant challenge in retaining and engaging its student base. Despite having around 2.3 million registered students across their website and app, the company was struggling to keep students engaged and complete their tutorials. Approximately 90% of students either added tutorials to their cart but didn’t complete the transaction, signed up for the tutorials but did not start or complete them, or completed tutorials but dropped off due to no follow-up engagement. The main roadblock was a gap in data enrichment due to missing data on user behavior and app activity, and missing data on source medium and funnel of existing campaigns.

Shopo, an open C2C marketplace from Snapdeal, faced a unique challenge of engaging both sellers and buyers on its app. The company needed to familiarize users with a new marketplace platform and help them accomplish tasks such as setting up a store, enabling payment gateways, and buying or selling items. The challenge was compounded by the fact that 80-90% of apps are deleted after being used once. If users didn’t understand how to use an app, they wouldn’t use it. Shopo needed to ensure that users didn’t delete the app after one use, and to achieve this, successful onboarding was key. This meant helping users get their bearings, teaching them how to complete key tasks, and making them want to come back for more.

Cleartrip, an Indian online travel company, was facing a significant challenge in onboarding, activating, and engaging customers. The company wanted to provide personalized and relevant interactions to its customers to enhance their experience. However, they were experiencing a high drop-off rate in the booking funnel, with many users installing the app but not making a booking. The company needed a solution that could help them identify customer drop-off points and engage these customers effectively to drive conversions.

TaxiForSure, now a part of Ola, aimed to perfect the user lifecycle tail-retention, referral, and revenue. The company wanted to engage more effectively with their customers to decrease churn and increase retention, referrals, and revenue. They were looking for ways to understand their customer behavior better and send targeted campaigns to increase conversions. The challenge was to create a seamless booking experience across mobile apps, website, and call center, and to enable users to book a ride in under 15 seconds. The company also wanted to re-engage inactive users and run targeted campaigns for lapsed users.

Helpchat, India's largest AI-powered personalized transactions platform, faced a significant challenge in retaining users on their app. The company was part of a broader industry trend where apps lose 75% of their users within three months of download. This was due to a lack of an effective user onboarding process, which is crucial in showing users the value of the app. Additionally, Helpchat struggled with user engagement, with many users becoming inactive within the first month of app installation. The company also had difficulty gathering feedback from users who uninstalled the app, a valuable source of information for improving the app's features and usability.

Ralali, a B2B marketplace in Indonesia, was facing a significant challenge with cart abandonment on their e-commerce website. Despite having over 1 million active users, they noticed that many users were landing on their product and category pages but not completing their purchases. The challenge was to understand the reasons behind this high abandonment rate and to find effective ways to improve conversions on their website. Their goal was to increase revenue by reducing cart abandonment and to enhance customer engagement by gathering user feedback.

Treebo, one of India’s top-rated tech-enabled hotel chains, was facing a significant challenge in the crowded budget hotel industry in India. The company was striving to establish their brand and recall while differentiating themselves based on a superior customer experience across various touch points. The primary goal was to convert new users by personalizing their onboarding journey, position the Treebo brand using personalized messaging platforms, and improve conversions by optimizing mobile and web experiences. However, despite having the marketing messages that drove conversions, they lacked a tech stack that would help them execute at-scale and improve the customer’s web and app experience.

OnlineTyari, India’s leading online examination platform, faced a significant challenge in their marketing strategy. With over 8 million students using their platform for exam preparation, the company wanted to shift from broadcasting generic marketing messages to a more personalized, data-driven approach. They aimed to engage their users more effectively and convert them to TyariPLUS subscriptions. However, the vast user base and the diverse user behavior patterns posed a significant challenge in implementing this personalized engagement strategy. The company needed a solution that could help them understand their users better and tailor their marketing efforts accordingly.

SIVVI.COM, a leading online retailer based in Dubai, was grappling with a common issue in the e-commerce industry - browse and cart abandonment. This issue was leading to low conversion rates on their website. In the e-commerce sector, it's a known fact that a significant percentage of visitors abandon their shopping carts, with the figure standing at 69%. SIVVI.COM was no exception to this trend, and they were losing potential sales due to this high rate of abandonment.

Bigbasket, India's largest online food and grocery store, was grappling with a significant challenge of low push notification delivery. This issue was primarily due to the operating system and device level restrictions in certain Chinese Original Equipment Manufacturer (OEM) devices. As a result, push notifications sent by Bigbasket were not being delivered to these devices, thereby affecting the overall engagement rate of the app. With 51% of the Indian smartphone market comprising of Chinese OEM devices, the drop in push notification delivery and engagement had a negative impact on Bigbasket's business operations and customer engagement.

Gaana, a leading online music streaming service with over 50 million active users worldwide, faced several challenges in its quest to enhance user engagement and increase premium subscriptions. The company aimed to drive newly acquired users to subscribe to the Gaana+ premium account through lifecycle push campaigns. They also wanted to deliver a personalized music streaming experience to users based on their music preferences. Another objective was to keep users returning to the app to listen to their favorite music. However, achieving these goals was not straightforward due to the vast user base and the highly personal nature of music preferences.

Berrybenka, a leading online fashion and beauty store in Indonesia, faced the challenge of maximizing conversions and creating a unified customer experience across channels. The company wanted to identify opportunities to provide a personalized and targeted engagement experience to its users. The challenge was to effectively segment their customer base and deliver targeted communication based on users' activity. This included users who explored a specific product collection or those who had completed a purchase recently. The company also needed to optimize their push notification campaigns to achieve the desired engagement.

Ayopop, Indonesia’s fastest growing mobile bill payments platform, was facing a significant challenge in increasing its active user base, reducing cart abandonment, and driving growth. The company needed to identify users who had abandoned their transactions midway and find a way to bring them back to complete their transactions. Additionally, Ayopop wanted to leverage marketing automation solutions to not only bring these users back but also keep them engaged over their lifetime. The challenge was to find a solution that could effectively address these issues and help Ayopop meet its business objectives.

India's recent digital revolution brought the banking and financial services industry into the digital fold for the first time. Chillr, a multibank payments app, was faced with the unique challenge of educating and encouraging users with no digital banking history to perform banking transactions on their mobile. The objective was to identify digital micro-moments in financial services to develop an engagement plan that encourages users to go digital and make Chillr synonymous with digital transactions, while providing a host of value additions for the user.

Viu, a leading over-the-top Video Service provider in emerging markets, was facing challenges in reaching more app users with intelligent video recommendations, boosting video viewership, and reducing app user churn. With over 10 million users on the app, Viu was struggling to increase mobile app user engagement and reduce churn. They also aimed to increase push notification delivery rates on select Chinese OEM devices. The main challenge was to deliver video recommendations relevant to users’ behavior and view history, and to overcome the push delivery issues on Chinese Devices to reach more users.

Kredivo, a rapidly growing digital payment channel for ecommerce in Indonesia, was facing three main challenges. Firstly, they were struggling to engage new users who had downloaded the Kredivo app. Secondly, they were looking for ways to enable users to complete transactions within the app. Lastly, they were exploring how they could leverage their existing app users to boost overall brand and App store SEO. These challenges were critical to their growth and customer retention strategy, and they needed a comprehensive solution that could address all these issues effectively.

Future Retail, one of India's most popular retail chains, faced a significant challenge with their flagship digital channel, the Future Pay App. The app was designed to acquire, engage, and reactivate dormant users, and improve the average monthly spend of customers. However, a sizeable percentage of consumers had the Future Pay app on their phones but were not using it. There was also room to improve the average monthly spend of Future Pay app users. Furthermore, there was immense potential for Future Pay to engage with customers with personalized coupons and promotions. The team at Tathastu, a subsidiary of Future Group, realized the need to increase adoption of Future Pay. They needed to understand consumer behavior, segment consumers, and then run personalized campaigns to engage them through the Future Pay app.

Luxstay, an online short-term rental platform based in Vietnam, was facing challenges in its user engagement strategy. The home-sharing market in Vietnam is highly competitive, requiring Luxstay to provide personalized and consistent communication across all channels. However, their existing marketing automation platform had limitations, including a lack of user behavior analysis, connectivity gaps in channels, and no proper continuity in user engagement. These issues were negatively impacting the brand's active usage and conversions. The COVID-19 pandemic further complicated matters, as Luxstay needed to maintain consistent communication with users throughout the ongoing uncertainty. The team wanted to understand user behavior, segment users based on various attributes, and unite all engagement channels. However, their current solution was not able to meet these needs, leading Luxstay to seek a platform that could offer a more unified engagement.

6thStreet.com, the e-commerce arm of The Apparel Group, was experiencing a significant growth in sales, indicating a shift in consumer behavior towards an omnichannel experience. The CEO set an ambitious goal of driving 10x growth, which required a key focus on Customer Relationship Management (CRM). However, the team faced challenges in understanding consumer behavior, journey, likes, preferences, and buying patterns due to the use of different tools for sending SMS, emails, mobile push notifications, and in-app messages. These tools operated in silos, making it difficult to get complete visibility into the consumer journey, map consumer behavior across channels, and deliver a meaningful omnichannel experience. It was clear that they needed to modernize their tech stack.

Adda247, an ed-tech company with a user base of 20 million, was grappling with the issue of user abandonment. Users who purchased mock tests and course quizzes were either not starting or completing them. The company observed that users from both free and purchased tests and quizzes were dropping off before completion. They recorded user behavior and user drop-off stages using MoEngage Analytics but had not implemented any engagement strategy to bring dropped users back on their platform. Additionally, users who completed previously purchased content were dormant as there was no re-engagement plan in place. Adda247 wanted to ensure that their app users were engaged on their platform. Their goals were to boost upsell by offering advanced tests and quizzes, re-engage dormant or inactive users, and improve engagement with abandoned users.

Mamikos, a popular room rental app in Indonesia, faced two significant challenges. Firstly, the company noticed that approximately 90% of its users abandoned their app or website after searching for a rental property without finalizing the bookings. Mamikos aimed to address this issue and motivate more users to complete bookings using their platform. They also wanted to understand the user behavior across different channel touchpoints (website and app) and if the users would switch between these channels while performing any action. Secondly, Mamikos was unable to incorporate user behavior feedback from their app and website into their marketing communication. Consequently, they were sending generic communication about the available property to its users. They aimed to transition to a more personalized approach to engage users.

Adda247, a leading educational tech company, was facing a significant challenge in maintaining consistent customer engagement despite regular campaigns. With a user base of over 20 million, the company was noticing a decline in engagement due to a lack of personalized customer preferences in their communications. The company realized that the declining engagement rates were a result of their inability to analyze customer behavior effectively. They were not analyzing their campaigns to understand customers' usage and interest in the platform. Furthermore, they were aware that customers were abandoning the tests but lacked data to pinpoint at which stage this was happening. The company needed an automated analytics tool that could automate customer behavior analysis and reduce the need for human intervention.

Vedantu, a leading online tutoring platform in India, faced a significant challenge in reaching its customers with the right messaging due to the dominance of Chinese OEMs. These OEMs, including Xiaomi, Lenovo, Oppo, Huawei, and others, restrict background processes, cutting the device off from Firebase Cloud Messaging (FCM) or Cross-Platform Messaging. This situation affected Vedantu's engagement strategy as most of their student base used smartphones from these OEMs, making it difficult to reach and re-engage with them. Furthermore, Vedantu had the objective of providing its users with relevant study content, which required understanding and predicting user behavior.

Bukalapak, one of Indonesia's largest e-commerce companies, was facing a significant drop in customer engagement due to the absence of a comprehensive platform that could create, track, and analyze campaigns. The company wanted to run personalized campaigns to boost customer engagement, but this required a deep understanding of customer behavior and the ability to segment customers based on their preferences. The challenge was to find a solution that could provide these capabilities and help Bukalapak run more effective, personalized campaigns.

EarlySalary, an India-based FinTech startup, was facing a significant challenge with user drop-offs during crucial stages of their loan cycle. These stages included bank statement submission, KYC submission, and loan approval. The drop-offs were not only disrupting the completion of the loan cycle but were also negatively impacting conversion rates. As an app-based loan provider, EarlySalary had a multi-step loan cycle that included profile creation, ID verification, bank statement submission, KYC submission, and loan approval. The successful completion of these stages led to the loan approval stage, after which the loan amount was disbursed to the user’s account. However, high drop-offs at the bank statement submission, KYC submission, and loan approval stages were hampering the loan cycle completion and affecting the conversions rates.

UangTeman, a micro-lending service in Indonesia, faced a challenge in maintaining real-time engagement with their customers. The company's real-time credit approvals allowed them to reach customers quickly, but it also necessitated constant, real-time interaction. UangTeman wanted to run concurrent campaigns based on specific customer actions and provide contextual messaging depending on those actions. However, achieving this was difficult without a marketing automation platform, as such campaigns require intelligent automation. The company's goals were to offer real-time contextual customer engagement that aligns with the UangTeman brand identity and to provide direct and personalized communication to customers.

Nostragamus, India's first prediction-based fantasy sports app, was facing a significant challenge with its push notification delivery, which was affecting its overall user retention strategy. The company found that 55% of their users were using Chinese Original Equipment Manufacturers (OEMs), and 30% of these users were using Xiaomi devices. This posed a problem as OS and device-level restrictions cut off the device from Google Cloud Messaging (GCM), an essential component for push notifications to reach the customer. As a result, there was a significant drop in the delivery of push notifications and user engagement, which heavily impacted the business.

POPS Worldwide, a leading digital entertainment powerhouse in Southeast Asia, faced the challenge of increasing the stickiness of their product. With over 427 million subscribers and a diverse library of digital-first content, POPS aimed to enhance customer engagement and retention. The company focused on improving the DAU:MAU ratio, a key indicator of product stickiness and customer engagement. A high DAU:MAU ratio signifies frequent content consumption by customers, leading to increased referrals and revenue. The challenge was to keep the Gen Z audience, who turned to POPS for entertainment needs during the COVID-19 pandemic, engaged and consuming content frequently on the POPS platform.

MoneyTap, an app-based credit line in India, faced several challenges in maintaining consistent and relevant communication with its customers. The company's business goal was to encourage people to use the credit line and withdraw money from it, requiring communication to be relatable, interesting, and relevant. However, the company was dealing with a high volume of communication across various channels, including SMS, push notifications, and emails. The communication sent to customers needed streamlining and fine-tuning to ensure consistency across all channels. The clutter arose from multiple teams sending out various campaigns with different objectives. Additionally, there was a significant drop-off post-registration, with customers not completing applications for loan approvals. MoneyTap needed a consolidated platform that would dissolve silos and ensure that all teams were in sync with the outgoing communication.