About Dot & Key

Dot & Key is a science-first skincare brand, loved by Gen Z and millennials across India. Offering dermatologist-tested, clean formulations designed for Indian skin and climate, they sell their products via D2C and major marketplaces. Dot & Key’s R&D team combines 50+ years of experience to create high-performance products that deliver amazing results.

Summary

Problem: As Dot & Key scaled, their CRM system struggled to keep up with the increasing demand, relying on manual processes that lacked personalization and efficient automation.
Solution: WebEngage helped transform Dot & Key’s CRM by automating personalized journeys, improving retention, and increasing customer lifetime value (LTV) through behavioral segmentation and omnichannel engagement.
Result: The brand achieved a 40%+ increase in repeat purchases and grew CRM’s contribution to revenue to 30%+.

The Problem at a Glance

Objectives

• Automate and personalize user journeys to improve retention and reduce churn.
• Increase repeat purchases through personalized communication.
• Bridge the gap between CRM and performance marketing to optimize campaigns.
• Improve customer lifetime value (LTV) through behavior-based segmentation.

Challenges

• Manual campaign execution with limited automation.
• High new-user drop-off and cart abandonment rates.
• Lack of lifecycle journeys and personalized content across touchpoints.
• Inability to scale personalized campaigns efficiently.

How WebEngage Powered Dot & Key’s Transformation

WebEngage played a key role in optimizing Dot & Key’s CRM strategy, enhancing customer engagement, and driving repeat purchases through automated, behavior-driven marketing. Here’s how:

#1 – Behavioral Segmentation for Personalized Journeys

WebEngage’s advanced segmentation capabilities allowed Dot & Key to create high-intent cohorts, such as churn risks and one-time buyers. These segments were then targeted with personalized, multi-channel campaigns, ensuring each user received relevant messaging at every touchpoint.

#2 – Automated Journeys for Retention and Conversion

Dot & Key automated their CRM by setting up personalized journeys, including:

• Welcome Series: Engaged new users with tailored onboarding content.
• Cart Abandonment: Sent nudges through Push, WhatsApp, RCS, and SMS to convert abandoned carts.
• Replenishment Journeys: Automated reminders to reorder products based on their lifecycle stage.

These automated journeys increased conversion rates and enhanced user retention.

#3 – Real-Time Analytics and Reporting

WebEngage’s real-time analytics allowed Dot & Key to track campaign performance, attribute conversions, and measure the impact of each communication. This data-driven approach helped optimize campaigns for better ROI and engagement.

#4 – Multi-Channel Engagement

By leveraging WebEngage’s omnichannel capabilities, Dot & Key ensured that their personalized messages reached users across multiple touchpoints:

• Email: Personalized offers and product recommendations.
• Push Notifications: Re-engagement through timely reminders and promotions.
• SMS & WhatsApp: Sent personalized nudges to abandoned cart users and promoted exclusive deals.

The Impact: Significant Results Across Key Metrics

Key Features Used

• Journey Builder: Automated and personalized multi-channel campaigns.
• Segmentation: Behavioral and RFM segmentation for high-intent cohorts.
• Omnichannel Engagement: Push, Email, SMS, WhatsApp, and RCS campaigns.
• Analytics & Reporting: Revenue attribution, funnel tracking, and campaign optimization.
• Personalization: Dynamic content and A/B testing for better user engagement.

Why Did Dot & Key Pick WebEngage?

Dot & Key chose WebEngage to automate and personalize their CRM operations. With WebEngage’s behavioral segmentation and omnichannel orchestration, they were able to scale their marketing efforts, reduce churn, and achieve significant growth in LTV and revenue.