About Porter

Porter is India’s largest marketplace for intracity logistics that aims to transform the way goods are transported around cities, enabling lakhs of businesses to move anything on-demand. It is a platform that offers affordable and reliable logistics services for SMEs, Enterprises & Individuals. The company’s goal is to revolutionize the transport logistics sector by delivering the world’s best end-to-end logistics platform.

Leader in India’s $40 billion intra-city logistics market, Porter has managed to bring organization to a highly fragmented sector. The company offers a large fleet of vehicles from 2 wheeler, 3 wheelers to 4 wheelers of varied categories. It helps with transporting both personal & commercial goods weighing in the range from 20 gms to 2500 kgs. Solving the problem of poor visibility & service levels with a tech-enabled liquid marketplace, Porter has created a virtuous cycle with strong network effects.

Objectives

Apart from carrying the primary function of sending outbound communications to customers, the brand also wanted to boost its reach to customers who had opted for Porter’s services in the past and retain them by dispersing personalized discount coupons.

Challenges

• Limited resources to disperse coupons to High-Value Customers (HVCs)
• Manual uploading of huge volumes of customer data

Why WebEngage?

Porter disperses coupons to all its customers via an inhouse coupon generator – a system that helps to create and assign coupons using criteria such as Life time Order (LTO), Zone, City. However, this method has its own limitations as it cannot reach customers based on their intent, or booking & payment history, making it difficult for the brand to retain its high value customer segments.

Moreover, to disperse coupons to such complex segments the brand had to download the customer data and upload it manually into the in-house coupon generator. Uploading such huge volumes of data made it time consuming and difficult for the system to derive the desired outcome. In order to overcome this challenge, the brand was looking for a retention-led platform that would help them retain the high value customers based on user events and attributes. That’s when Porter joined hands with WebEngage.

WebEngage in Action

The team at WebEngage scrutinized the challenges Porter was facing and came up with a solution that helped the brand to not only automate the vast pool of customer data but also enable them to engage users on a granular level.
Here’s how WebEngage approached this problem:

In order to reach the right users with the right coupons, the CSM team at WebEngage suggested the brand use WebEngage’s Call an API feature to send highly personalized coupons to its high value customers based on their events and attributes.

The WebEngage Impact

With WebEngage’s prompt suggestions, the brand was able to disperse the right coupons to the right segment in an automated manner without any hassle. In a year Porter was able to disperse unique coupons to 1M+ users with an 80% reduction in manual intervention.