Sphyx
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
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.

The challenge

A fashion retailer had a database of 80K past customers but no way to bring them back beyond newspaper inserts.

Our approach

  • Segmented dormant customers by last-purchase + category.
  • WhatsApp reactivation campaign with personalised offer.
  • Loyalty wallet for repeat buyers.
  • 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