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HDFC, India's largest home mortgage company, was facing a significant challenge with its legacy web security solution. The existing system was ineffective, only providing protection against known threats and requiring extensive maintenance for antivirus signatures. The system was not only difficult to maintain, but also costly, requiring significant investments in terms of time, manpower, and technology. The legacy solution scanned web traffic from all branches through a central gateway located at their head office, which was not cost-effective due to the need to backhaul traffic from all locations to a central point. Furthermore, the system was not effectively scanning advanced web-borne threats and those arising from increasing usage of Web 2.0 applications.

Brigade Group, a leading property developer in South India, was facing significant operational challenges due to their reliance on a hardware-based solution for their IT needs. The company had to frequently send IT staff to remote sites to repair systems infected with malware, which was both costly and time-consuming. With 15 sites spread across India, this was a significant drain on resources and productivity. The existing solution, a combination of Websense and Microsoft’s ISA, was proving unreliable and did not provide the necessary control over remote sites. Furthermore, some sites had no firewall protection at all, leaving them vulnerable to security threats. The company was in dire need of a solution that could provide reliable remote site coverage and meet the stringent reliability requirements of their business.

The LANCO Group, a diverse conglomerate with 16 operating companies spread across the U.S., Canada, and Central America, faced significant challenges with their legacy centralized URL filtering solution. This system required backhauling traffic from all locations to its headquarters for URL filtering, which introduced significant latency and dramatically increased bandwidth costs. The alternative of deploying and managing multiple point products at each location was not feasible due to the complexity and administrative overhead involved. The group was in need of a solution that could provide efficient and effective security without the latency and cost issues associated with their current system.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Alodokter, a leading Indonesian healthcare super app, faced significant challenges in maintaining user engagement. The nature of healthcare apps means that users typically only engage with them when they are unwell. However, during the global pandemic, Alodokter recognized the importance of reaching out to users with timely and relevant information about precautionary and safety measures. The challenge was to educate users using doctor-approved and certified resources within the app, including healthcare articles on a wide variety of subjects and topics. The goals were to increase app engagement to reduce churn and boost retention, improve click-through rates (CTRs) and conversion rates of push campaigns to uplift engagement, and increase active users across the app.

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.