Summary

Chefaa’s business depends on one critical behavior: repeat refills. As the platform scaled, the challenge was ensuring every user received the right nudge at the right moment, from first order to long-term retention.

The team needed a way to move beyond broad campaigns and build journeys around customer behavior.

To make this happen, Chefaa partnered with WebEngage.

Turning Healthcare Journeys into Timely Engagement

Chefaa built lifecycle journeys across key moments in the customer journey, from app install and first order to cart recovery and repeat purchases.

New users were guided through personalized App Push and SMS journeys, helping drive 5K+ unique conversions in the first four weeks. High-intent users who abandoned carts were brought back through product-specific Push and SMS reminders, making the ATC recovery journey the highest-converting automated flow with 8%+ CVR.

Building Retention Around Patient Behavior

Chefaa used customer signals to create more relevant experiences for different user groups. Chronic care patients received refill reminders based on medication cycles, while dormant users entered targeted reactivation journeys based on inactivity periods.

RFM segmentation helped the team identify loyal users, at-risk cohorts, and high-value customers, creating opportunities for retention, upsell, and cross-sell.

The Bigger Picture

With WebEngage, Chefaa built a retention engine that connected lifecycle automation, segmentation, and omnichannel engagement.

Revenue attributed to WebEngage reached 82%, while orders attributed reached 79%. At the same time, message volume reduced by 55% quarter-on-quarter with comparable conversion output.

Chefaa moved from manual broadcasts to behavior-led journeys designed around timing, context, and customer intent.