The challenge
A fashion retailer had a database of 80K past customers but no way to bring them back beyond newspaper inserts.
All case studies
Retail
WhatsApp-led loyalty + reactivation for a fashion retailer
Dormant-customer reactivation campaign on WhatsApp pulled back 18% of lapsed buyers; ₹78L incremental revenue.
4 monthsClient: Fashion retailer · 11 stores
18%
Reactivation rate
₹3,200
Avg. ticket on reactivated visits
42,000
Loyalty wallet enrolments
₹78 L
Revenue from campaign
The transformation
Before vs After
BeforeWhere they started
WhatsApp · Sphyx
Hello?
Anyone?
...
- 80K past customers, no reactivation channel.
- Newspaper inserts the only retention play.
- Paper loyalty cards underused.
- No offline-online identity link.
AfterWhere Sphyx took them
WhatsApp · Sphyx
Hi! Budget?
₹50-80L NCR
Routing to Priya ✓
Great
She'll call in 5min
✓
🎫
18%
- Segmented WhatsApp reactivation campaigns.
- Personalised offers per dormant segment.
- Loyalty wallet drives repeat behaviour.
- In-store QR links offline + online identity.
Our approach
A sequential playbook — each step builds on the one before it.
1
Segmented dormant customers by last-purchase + category.
2
WhatsApp reactivation campaign with personalised offer.
3
Loyalty wallet for repeat buyers.
4
In-store QR linking offline + online identity.
Outcomes
Reactivation rate
18%
Avg. ticket on reactivated visits
₹3,200
Loyalty wallet enrolments
42,000
Revenue from campaign
₹78 L