RETAIL & E-COMMERCE | RETENTION

Bisleri Boosts D2C Customer Retention by 50% Using Personalized Omnichannel Journeys

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50%

Increase in Retention

Increased Agility

More flexible campaign planning and execution

About Bisleri

Bisleri is an iconic, trusted Indian brand known for its packaged drinking water. The company has successfully expanded its commercial footprint by launching its own Direct-to-Consumer (D2C) channel: “Bisleri @ Doorstep.”

Over the past two years, we have seen a significant 50% increase in customer retention, which I attribute to MoEngage and the continuous support from their team. A CDEP is crucial for D2C businesses to drive daily engagement and successfully convert visitors into registered users.

Ronak Sharma

Head of Digital Marketing

Business Challenge

To ensure the long-term viability and profitability of their new D2C channel, Bisleri needed to transition visitors into loyal, repeat customers. The primary goal was to establish a robust framework for daily engagement and retention that could scale, moving beyond simple transactions to fostering genuine customer loyalty in a competitive market. The team felt a dedicated CDEP was crucial to achieving this retention-focused growth.

MoEngage Solution

Bisleri leveraged MoEngage since the inception of its D2C business, integrating it tightly into its MarTech stack to build an agile, data-driven retention strategy.

Agile Automation: Bisleri uses MoEngage to define key customer journeys and events. This automation allows the digital marketing team to be flexible and agile, communicating with customers at the precise moment they are most receptive across different stages of their lifecycle.

Omnichannel Integration: The platform's power is maximized through omnichannel capabilities, integrating communications (WhatsApp, SMS, Push Notifications) and connecting with other vital tools in their stack.

Paid Media Loop: Bisleri utilizes MoEngage's integration capabilities with social media platforms like Google Ads and Meta Ads. This enables them to push specific customer data segments to these platforms, allowing for better cross-channel engagement and reaching the same audience with personalized messages across paid digital channels.

Products Used

Customer Insights & Analytics

Create omnichannel, personalized experiences using AI-powered insights and analytics.

Customer Journey Orchestration

Create unique, seamless experiences at every stage of your customer’s journey.

Push Notification

Reach customers at the right time using AI-powered, targeted, push notifications.

Trigger interactive conversations with quick replies and contextual CTAs on WhatsApp

Results

By building its D2C retention strategy on the MoEngage platform, Bisleri achieved significant business impact:

50% Increase in Retention: Bisleri saw a 50% increase in customer retention over a two-year period for its “Bisleri @ Doorstep” D2C business.
Increased Agility: The automation of customer journeys enabled the marketing team to become more flexible and agile in daily communication planning and execution.
Improved Planning and Personalization: By integrating data from MoEngage with their mini-CDP and other tools, Bisleri generated enhanced insights for more effective communication planning and highly personalized marketing efforts.

RETAIL & E-COMMERCE | RETENTION

Bisleri Boosts D2C Customer Retention by 50% Using Personalized Omnichannel Journeys

About Bisleri

Products Used

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