The Big Book of

Customer Retention
Success Stories from
Today’s Fastest-Growing Mobile Brands

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 Table Of
Contents

Mobile Analytics Case Studies 3

New User Onboarding Case Studies 10

Personalized Engagement Case Studies
15
Revenue & Conversions Case Studies 22

Retention & Growth Case Studies 31

Appendix: Success Stories by Industry 39

About CleverTap 40

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 Mobile
Analytics
Case
Studies
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 Unifying
Customer Data to
Improve Brand Loyalty

As India’s leading destination for high-quality

business. As they’ve expanded to build 12

brick-and-mortar locations, they’ve recognized the
need for an omnichannel approach to customer
engagement. They needed an analytics solution
that could unify customer data across multiple
sources to create a seamless user experience that
would enhance brand presence and customer
loyalty.

CleverTap processes hundreds of millions of data

points in less than a second, meaning BlueStone
can get a complete, real-time view of each
customer, automatically create meaningful
customer segments, and engage each user with
the right message on the ideal channel.

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 BLUESTONE PUSH NOTIFICATION CAMPAIGN

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CleverTap is extremely easy to use - 9:41

just 2-3 clicks and you’re done. It's a

complete tool for anyone focused on
growth. You get a better and more BLUESTONE 10m ago

granular view of your data, along with a

simpler way to create product
recommendations than some of the
other tools on the market.

- Saurabh Raina
Product Manager, BlueStone
Shortlisted for you!
The Keyuri Bangle (basis the designs viewed by you)

KEY RESULTS

8% jump in
repeat visits 18% increase in
revenue 32% boost in
conversions

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 Improved
retention & engagement
for 33M users 9:41
9:41

CleverTap enables us to track events,

create user journeys, and build
targeted engagement for users both
outside and inside the app.

- Eric Ralls
Founder & CEO, PlantSnap

12:30

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 Turning Real-time
User Insights Into
Personalized Engagement 9:41
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DealsPlus uses CleverTap’s analytics to

process customer data in real time and
automatically segment customers based on
purchase preferences, browsing history, and
the time of day they’re most active in the app.

They can now send push notifications with

most likely to open the app, significantly

improving conversions and retention.

KEY RESULTS

30% jump in
user retention

10% increase in
user engagement

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 Bridging

for Complete 9:41

Customer Insights
With an expanding chain of 500+ stores
across India, eyewear giant Lenskart sells 10
pairs of glasses every minute. With 10
million+ users on their Android app alone
and 40,000 unique users being added daily,
Lenskart needed a tool that would scale with
them, provide real-time insights into user
beh experience
for both their CRM team and their valued
customers.

Lenskart can now make informed decisions

based on customer data collected across
m es, resulting in
rich customer profiles and targeted
marketing campaigns. With analytics tools
like RFM Analysis, Lenskart automatically
segments and engages their fast-growing
user base with personalized campaigns
based on how active users are in the app
and how much they spend.

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analytics and engagement. With live user

segments and real-time data, we always
have our eye on our dashboard to

and which campaigns need to be

optimized.

- Manan Bajoria
Head of Growth Marketing, Lenskart

KEY RESULTS

Faster execution of higher engagement

75% campaigns based on
data insights
68% with personalized
push notifications

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 New User
Onboarding
Case
Studies
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 Applying Customer
Insights to Optimize
Omnichannel Onboarding 9:41
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Travel app Ixigo was successfully attracting

crowds of new users through their acquisition
campaigns. But they struggled to keep new users
engaged, seeing activity plummet immediately
after download. They needed to overhaul their
onboarding flow to provide a personalized new
user experience both in and outside the app.

Ixigo used Flows to visualize how new users were

navigating the app, paying special attention to
what users were doing immediately after logging
in, immediately before converting, and
immediately before uninstalling.

Armed with a deeper understanding of user

behavior, they set up a series of automated
email campaigns to engage new users and guide
them to complete their first in-app transaction.
The result was a 54% open rate and significantly
higher engagement from new users.

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CleverTap is the perfect platform for

any growth hacker. It isn’t just about
analytics and segments - they work
with you to suggest how to optimize
your campaigns and get better
insights from your data.

- Himanshu Periwal
Vice President of Growth, Ixigo

KEY RESULTS

54% increase in
email opens 3% increase in
email CTRs

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 A Leading
caller ID App
With real-time insights into how new
users navigate the app, this popular
caller ID app was able to perfect the
new user onboarding flow to
encourage feature adoption and
slash churn.

KEY RESULTS

4x jump in
user retention

8.7% decrease in
overall churn

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 Using Live Segmentation
to Hook New Users
on the App 9:41
9:41

For award-winning personal assistant app

24me, getting new users to watch a short
video tutorial was the key to getting them
hooked on the app. But they needed a way
to track which users skipped the tutorial
and persuade them to watch.

With live user segments, all new users who

didn’t watch the tutorial are automatically
added to a segment and sent a welcome
email that encourages them to watch the
video. The result? 6% higher activation
rates.

KEY RESULT

6% higher new
user activation rates
12:30

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 Personalized
Engagement
Case
Studies

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 4 million downloads, 25,000+ reviews, and
a 4.5 star rating: innovative cash back app
Beblue is making waves in the fintech
industry. Users instantly get cash back on
purchases made at thousands of partner
sites, and partner businesses get access to
real-time insights that drive customer
loyalty.

Scheduled and triggered campaigns allow

Beblue to interact with each user on their
preferred channel - whether push, email,
in-app, or SMS - without annoying them with
irrelevant or spammy messages.

They use RFM Analysis to automatically

segment their user base and send targeted
campaigns with customized discounts and
cash back rates. And by A/B testing
notification content, they can optimize
messaging, deep links, and coupon codes.

The result? A whopping 96% increase in

daily active users.

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CleverTap helps us create more

dynamic and innovative user
experiences. We now engage our
users every day with personalized,
automated campaigns that have
significantly reduced churn.

- Juliana Castoldi
Head of CRM, Beblue

KEY RESULT

96% spike in
DAUs

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 This holiday deals app segments
users based on browsing history and
the time of day they’re most active in
the app. They’re now able to send

each user is most likely to open the

app, resulting in a 10% jump in user
engagement.

KEY RESULTS

10% increase in
app engagement

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 With over 50 million downloads,
entertainment giant BookMyShow sells 7.5
million tickets a month through its mobile
app.

With such a massive user base, they

needed a platform that could handle the
scale of their marketing campaigns while
providing a personalized app experience
for each of its millions of users.

Armed with powerful mobile analytics, the

team creates live user segments and sends
users personalized messages based on
their real-time behavior. They can now
tailor campaigns based on user activity and
intent, leading to a 2x increase in app
engagement.

KEY RESULT

2x increase in
app engagement

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 The Denver Broncos’ Orange Herd app,
created by TopFan, keeps fans
connected with real-time breaking news,
game previews, stats, and scores from

To keep users hooked on the app,

the TopFan team needed to provide

wanted to encourage VIP subscription

purchases, which allow users to access
exclusive content, virtual reality
experiences, and live chats.

This meant striking a careful balance:

delivering enough value to the free tier
to keep users engaged, while providing

to a paid subscription.

The Orange Herd app created a series of

push notifications with links to polls,
exclusive videos, merchandise promo
codes, and even opportunities to interact
with Broncos players - each one tailored
to each of their 25,000+ user’s
preferences.

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 Personalization is imperative in our
business. CleverTap enables app
owners with the insights they need to
create and optimize their messaging.
They can schedule and send massive
personalized campaigns in a matter of
seconds, without worrying about
deliverability.

CEO and Co-Founder, TopFan, Inc

KEY RESULTS

8x higher
engagement 15% increase in
conversions

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 Revenue &
Conversion
Case
Studies
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 CleverTap enables us to unify data across
devices and channels for a KPI-driven
customer engagement strategy. We are able 9:41
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to drive 3X ROI and improved user growth
across customer lifecycle stages.

- Suman De
Director of Product Management, Cleartrip

KEY RESULTS

5x more
cross-sells
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10% increase in
monetization

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 With over 1 million downloads, the My
Vodafone App is designed to make it easy for
users to manage their account, monitor usage,
pay bills, submit service requests, and access
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personalized deals.

The brand’s popularity helps them acquire new

users, but a flawless onboarding experience is
critical to retain each user - keeping
acquisition costs low and increasing customer
lifetime value.

With CleverTap’s notifications, onboarding Welcome to

campaign CTRs improved by 15%. Personalized
recharge reminders, new bill notifications, and
My Vodafone

almost 3x. And with behavioral analytics, they

pinpointed a 2-minute golden window of
opportunity to engage users who failed to
complete a transaction. As a result,
conversions have doubled.

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CleverTap’s features have been a game

changer for us. We are a lot more informed
about our users’ preferences and
expectations. The platform helps us create a
robust mobile marketing strategy that is
crucial to the success of our business.

- Aditi Mohanty
Digital Manager, Vodafone

KEY RESULTS

15% increase in
CTRs 2x increase in
conversion rates

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 On-Demand
Transportation
App
Southeast Asia's largest on-demand 9:41
transportation app serves over 65 million
customers across 50 cities.

KEY RESULTS

higher CTRs
43% with personalized
notifications

4x more
conversions

$10
12:30

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 Be it fighting chronic illness, giving back to the
community, or giving wings to a new idea,
CleverTap’s multichannel marketing suite
enables us to engage all our supporters - and
get real-time customer insights that help us
make informed marketing decisions.

- Zaheer Adenwala
Co-Founder & CTO, Ketto

KEY RESULTS

30% increase in
revenue

13% more repeat

purchases

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 KEY RESULT
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9:41

1.5x more
transactions

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 SonyLIV is the first premium video
on-demand service by Sony Pictures

themselves from competitors, they wanted 9:41

9:41

to localize campaign content in India using

geolocation targeting.

SonyLIV now creates micro-segments to

build sophisticated engagement
campaigns for occasional viewers and
binge-watchers alike. They use deep links
to send users to a specific episode of a TV
show or subscription purchase page,
further improving the user experience.

KEY RESULT

16% jump in
conversions

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 Notifications are automatically sent to
users exactly 15 minutes after they
add an item to their cart but don’t
purchase.

KEY RESULT

1.5x
increase in conversions
with triggered abandoned
cart campaigns

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 Growth &
Retention
Case
Studies
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 Dineout’s 30 million users were sent
personalized messages based on their
past behavior, predominant interests, and
likeliness to convert - increasing average
transactions per user by 66%

KEY RESULTS

2x customer
growth

3x growth

154%
Gross Merchandise
Value growth

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 The ability to make marketing decisions
and run relevant fundraising campaigns
based on real-time user insights has
helped us grow our app and drive
retention.

- Maria Rara
Product Manager, Kitabisa

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 As the largest fantasy sports platform in
India and the sixth largest in the world, the
Dream11 team has to engage its massive
30 million+ user base with timely,
personalized messaging campaigns that
reflect the fast-paced action of live sports.
That means sending millions of messages
in a matter of minutes to capture users’
attention and prompt them to launch the
app.

Using cohort analysis to identify user

trends and analyze retention rates,
Dream11 can now anticipate churn and run

prevent uninstalls.

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CleverTap helps us implement the data-driven
culture that we strive to maintain. Their
powerful analytics suite helps us accurately
identify, understand, and even predict user
behavior. It’s been a significant asset in
achieving our business objectives.

- Rahul Mirchandani
VP of Revenue, Dream11

KEY RESULTS

5x jump in
user retention 70% of inactive
users re-engaged

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 MobiKwik can not only see how users interact
with the app, but apply those insights to
improve the user experience.

After integrating CleverTap, they had full

visibility into how many users were
uninstalling within the first week of download:
30%. And they could see exactly where in the

instead of shooting in the dark.

They began sending promotions on Days 3

and 4 to encourage new users to launch the
app and complete a key action, leading to a
20% drop in uninstalls.

KEY RESULT

20% fewer
uninstalls

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 Fast-growing fashion app Luv.it connects shoppers
with a carefully curated selection of products by
independent designers from all over the world.

With an easy way to run triggered campaigns

personalized to specific user segments, they've
improved conversions, increased monthly
retention rates, and even convinced churned
users to reinstall.

With CleverTap’s easy capability to target users

who uninstalled with an email survey, not only
did we get meaningful feedback on why users
uninstalled the app in the first place, we were
also able to prioritize enhancements within
our app to get users to come back.

- Fernando Trueba Gris

Co-Founder & CEO, Luv.it

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 Since we started working with CleverTap, we
are sending personalized notifications,
gathering actionable insights, tracking
campaign performance, and increasing repeat
transactions. All of this has led to an
improvement in our retention metrics.

- Alimpan Barua
AVP - Product & Growth, GlowRoad

KEY RESULTS

10% fewer week

1 uninstalls

100
increase in
% month 1 retention

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 Appendix:
Success Stories by Industry
Retail & Ecommerce Non-Profit
Black Friday Kitabisa

BlueStone Ketto

DealsPlus
FinTech
GlowRoad
Beblue
Lenskart
Freecharge

Travel & Transportation Mobikwik

Cleartrip
Telecom
Ixigo
Vodafone

Gaming
Utilities & Services
Dream11
24me
Food & Delivery
Dineout

Faasos

Media & Entertainment

BookMyShow

Denver Broncos

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A complete platform that helps personalize and
optimize all customer touch points, both inside
and outside the app
CleverTap is the World's #1 Retention Cloud that helps app-first Bogota, London, Amsterdam, Sofia, Dubai, Mumbai, Singapore,
brands personalize and optimize all consumer touch points to and Jakarta. For more information, visit clevertap.com or follow
improve user engagement, retention, and lifetime value. on LinkedIn and Twitter.

It's the only solution built to address the needs of retention and growth CleverTap is trusted by 2000 customers, including
teams, with audience analytics, deep-segmentation, multi-channel
engagement, product recommendations, and automation in one
unified product.

The platform is powered by TesseractDB™ - the world’s first

purpose-built database for customer engagement, offering both speed
and economies of scale.

Backed by leading investors such as Sequoia India, Tiger Global,

Accel, and CDPQ the company is headquartered in Mountain View,
California, with presence in San Francisco, New York, São Paulo, Transform Your Customer Engagement With CleverTap

24 Billion 4 Billion 5 Billion 2.6 Million

Notifications sent every day Devices reached Monthly Active Users engaged Campaigns created every month

Talk to our customer retention experts

marketing@clevertap.com | visit www.clevertap.com