V Perfumes Leverages MoEngage to Drive 32.3% Revenue Uplift and Reduce Churn by 8% with an AI-Powered Strategy | MoEngage
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INDUSTRY | PERSONALIZATION

V Perfumes Leverages MoEngage to Drive 32.3% Revenue Uplift and Reduce Churn by 8% with an AI-Powered Strategy

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20.35%

Increase in revenue directly attributed to automated journey

32.3%

Growth in revenue generated from CRM campaigns

25.6%

YoY increase in conversions across digital channels

VPerfumes
About V Perfumes

V Perfumes is a premier luxury fragrance retailer in the UAE, operating over 54 retail outlets and a rapidly growing E-commerce platform. Known for its extensive collection of prestigious international brands, V Perfumes has become the go-to destination for luxury fragrances in the GCC region.

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The Challenge: Elevating Customer Engagement and Retention

Despite a strong market presence, V Perfumes identified key opportunities to further enhance the digital customer experience and maximize lifetime value.

  • Fostering Long-Term Loyalty: The brand aimed to transform single-purchase interactions into long-term relationships by establishing a system for ongoing, meaningful engagement.
  • Optimizing Conversion Paths: Recognizing that customers who added items to their carts have high intent to purchase, V Perfumes sought to implement a robust mechanism to re-engage these customers and guide them toward completing their purchases.

    • The Challenge: Elevating Customer Engagement and Retention

  • Scaling Personalization: To ensure relevance at scale, the team wanted to move beyond standard communication and leverage AI to deliver the right message at the exact right time for every customer.

    • The goal was to integrate a powerful engagement platform to eliminate data silos and orchestrate a seamless, cross-channel customer journey. V Perfumes turned to MoEngage’s AI-powered Customer Data and Engagement Platform to achieve this goal.

    "MoEngage has evolved from an engagement platform into a critical revenue driver for V Perfumes. The synergy between their AI capabilities and seamless omnichannel orchestration allows us to predict customer intent with precision, turning every digital touchpoint into a monetization opportunity. With AI-powered analytics guiding our strategy, we’ve moved beyond standard conversions to generating sustainable, long-term value, directly fueling an uplift in our E-commerce revenue."

    Jahangeer Elayedath

    Jahangeer Elayedath

    Head of Marketing and E-commerce

    The Solution: A 3-Pronged Strategy

    1. Unified Cross-Channel Orchestration V Perfumes strategically orchestrated customer journeys across multiple digital channels to ensure a seamless experience.

  • Integrated Touchpoints: The team integrated customer data across Push Notifications, In-App Messages, Email, and Onsite campaigns.
  • Seamless Experience: This cross-platform approach ensured that customers received a unified experience, regardless of the platform on which they engaged, thereby improving overall retention and driving repeat purchases.

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    2. The Revenue Recovery Engine V Perfumes deployed sophisticated, multi-stage automated flows to nurture customers back to purchase, specifically targeting high-intent drop-offs.

  • Cart Abandonment & Payment Failure: The team set up dynamic flows that triggered immediate actions after a drop-off.
      • i. Push Notifications were sent almost immediately as a reminder.
      ii. Follow-Up Emails with personalized offers were triggered if the customer did not respond.
      iii. In-App Messages encouraged active customers to complete their purchases.
  • Impact:
    -The Payment Failure journey achieved a 21.2% conversion rate.
    -The Cart Abandonment journey delivered a 9.14% conversion rate, significantly outperforming industry benchmarks.

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    3. AI-Driven Personalization & Optimization To scale personalization, V Perfumes leveraged MoEngage’s AI suite to predict behavior, generate content, and optimize delivery.

  • i. AI-assisted Content: Used to create visually appealing, personalized content for push notifications and emails. This led to a 160.8% increase in Click-Through Rates (CTR) for push notifications compared to non-personalized campaigns.
  • ii. AI-powered Analytics: The team identified customers most likely to convert and targeted them with relevant offers, resulting in a 60% improvement in conversion rates. They also analyzed customer journeys to identify drop-off points, allowing the team to optimize journeys and achieve a 324% increase in conversions from automated flows.
  • iii. AI-powered Orchestration: By ensuring messages reached customers when they were most likely to engage, V Perfumes improved email open rates by 38% and push engagement by 25%.

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    Products Used

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    In-app Messaging

    Accelerate engagement and motivate action on mobile, through contextually personalized, in-app messages.

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    Merlin AI

    Merlin AI combines the creative genius of LLM with campaign performance to create data-driven copy and compelling visuals, enabling marketers to to maximize engagement and deliver more impactful campaigns independently while overcoming creative blocks.

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    MoEngage Analytics

    Create omnichannel, personalized experiences using AI-powered analytics.

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    Push Notification

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

    The Result

    By shifting from manual, siloed campaigns to an AI-led, automated framework, V Perfumes achieved unprecedented growth:

    • 20.35% Increase in revenue directly attributed to automated journeys
    • 32.3% Growth in revenue generated from CRM campaigns
    • 25.6% YoY increase in conversions across digital channels
    • 160.8% Increase in CTR on Push Notifications using AI-personalized copy
    • 8% Churn reduction over 90 days via retention analysis
    • 22% Increase in customer retention through targeted messaging
    • 21.2% Conversion rate on automated Payment Failure customer journeys

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