About LOTS Wholesale Solutions
LOTS Wholesale Solutions is a wholly-owned subsidiary of CP Axtra Public Company Limited, Thailand’s leading Cash & Carry operator in wholesale for professional business operators. Established in India in January 2017, LOTS caters to Retailers, HoReCa (Hotels, Restaurants, and Caterers), and Service Providers (Government institutes, medical facilities, educational institutes, etc.). With 5 stores and a robust e-commerce portal, LOTS offers products like fresh produce, packaged food, small & medium appliances, and stationery, serving over 1,00,000 registered business members.
Summary
Problem: LOTS faced challenges in achieving personalized and automated marketing campaigns due to fragmented customer data and limited engagement with high-value customers.
Solution: WebEngage’s omnichannel engagement platform helped LOTS leverage features like RFM modeling, gamification, and personalized journeys to optimize customer engagement.
Result: LOTS achieved a 74x ROI with gamification campaigns, improved customer retention, and increased wallet share.
The Problem at a Glance
Objectives
- Enhance customer engagement through gamification
- Increase customer retention and reduce churn
- Drive cross-sell and upsell opportunities
- Boost brand loyalty and improve redemption rates for gamified rewards
Challenges
- Fragmented customer data
- Manual campaign execution and scalability issues
- Limited personalization and automated marketing efforts
How WebEngage Powered LOTS Wholesale Solutions’ Transformation
WebEngage’s platform helped LOTS overcome challenges and achieve scalable, automated marketing efforts through personalized campaigns and advanced segmentation. Here’s how:
#1 – Omnichannel Engagement and Personalization
WebEngage empowered LOTS Wholesale Solutions to engage customers through a seamless, omnichannel experience. By using the Journey Designer, LOTS was able to automate personalized campaigns across multiple touchpoints—Push Notifications, SMS, WhatsApp, and in-app messages. Each user’s journey was tailored to their actions and lifecycle stage, enabling LOTS to deliver the right message at the right time.
- Email & Push Notifications: Automated messaging for onboarding, promotions, and cross-selling.
- WhatsApp & SMS: Re-engaged users with dynamic, personalized content and timely reminders about special offers.
- In-App Banners: Personalized recommendations were shown to users based on past behavior, offering relevant product suggestions in real-time.
#2 – Gamification to Boost Engagement
WebEngage’s gamification features—such as Spin the Wheel and Scratch Cards—played a significant role in increasing user engagement and retention. These features were integrated into key user journeys, incentivizing actions like purchases, referrals, and product engagement.
- Spin the Wheel: A fun and interactive way to drive immediate purchases, with users spinning the wheel to win rewards ranging from discounts to free shipping.
- Scratch Cards: Sent post-purchase or during engagement journeys, motivating users to complete actions and redeem rewards with a high activation rate.
These gamified experiences not only encouraged users to engage but also helped foster a sense of loyalty, with higher redemption rates and increased conversions post-engagement.
#3 – RFM Modeling for Retention and Reactivation
WebEngage’s RFM (Recency, Frequency, and Monetary) Modeling enabled LOTS to segment users into actionable cohorts such as “At Risk,” “Hibernating,” and “Need Attention.” These insights were used to create highly targeted campaigns to reactivate dormant customers and prevent churn. The real-time segmentation allowed LOTS to prioritize high-value users and re-engage with personalized offers that were relevant to their behavior.
- High-Risk Users: Engaged with exclusive offers and incentives to prevent churn.
- Inactive Users: Re-engaged with product recommendations and seasonal promotions.
As a result, LOTS saw a significant drop in churn rates, improving both short-term and long-term retention metrics.
#4 – Real-Time Analytics and Insights
The platform’s Real-Time Analytics allowed LOTS to continuously optimize their campaigns based on data. With WebEngage’s insights into user engagement across different channels, LOTS could identify which campaigns were working and which needed adjustments. The Revenue Dashboards and Engagement Analytics provided immediate feedback, enabling data-driven decision-making for marketing teams.
- Funnel Tracking: Analyzed where users were dropping off, helping refine messaging and offers to optimize conversion rates.
- Attribution Reports: Enabled LOTS to understand the impact of each channel, helping them allocate budget more effectively.
#5 – Cross-Sell and Upsell Strategies
Using WebEngage’s advanced segmentation and Journey Designer, LOTS identified cross-sell and upsell opportunities, delivering highly relevant product recommendations. These recommendations were personalized based on previous purchases, browsing history, and seasonal trends. By automating these upselling and cross-selling strategies, LOTS was able to boost sales without additional manual effort.
- Cross-Sell: Presented complementary products to users based on their recent purchases.
- Upsell: Encouraged users to upgrade their product choices with tailored offers and bundle deals.
#6 – Multi-Channel Campaigns and Seamless Execution
WebEngage’s ability to create and execute campaigns across multiple channels—Push, Email, SMS, WhatsApp, and in-app—ensured a consistent and seamless user experience. LOTS no longer had to rely on a siloed approach, as WebEngage facilitated centralized campaign management that could scale across platforms. The platform’s advanced campaign orchestration allowed them to send the right message through the right channel based on the user’s preferences and behavior.
This holistic approach significantly improved LOTS’ marketing efficiency and reduced the need for manual campaign management, driving higher ROI and a more personalized experience for users.
The Impact: Dramatic Improvements Across the Board
- 583X increase in conversion rate uplift compared to pre-WebEngage campaigns.
- 15X increase in conversion rate uplift over the control group.
- Achieved 74x ROI with gamification campaigns like Scratch Cards and Spin the Wheel.
- Increased activation rates post-scratch campaigns. 154X ROI on these offers achieved through strategic reward allocations and redemption campaigns in August, and 137X in September.
- Boosted engagement metrics with over 10% activation rate. 74x ROI in November using Spin the Wheel gamification.
- Increased wallet share by 13% from personalized campaigns.
- Improved cart recovery rates and a 16.40% uplift in conversion rates through the automated journey.
- Improved retention rates, with a 10% increase in M0 and 11% increase in M1 retention post-RFM campaigns.
Key Features Used
- Journey Designer: Orchestrated personalized, omnichannel campaigns.
- RFM Segmentation: Created actionable cohorts for targeted marketing.
- Gamification: Scratch Cards, Spin the Wheel for engaging campaigns.
- Analytics and Insights: Real-time revenue and performance tracking.
- Push Notifications: Used for engagement and retention across platforms.
Why Did LOTS Pick WebEngage?
LOTS selected WebEngage for its ability to enable personalized engagement at scale, automate campaigns, and provide deep insights into customer behavior, all contributing to improved ROI and customer retention.
