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Boosting Customer Lifetime Value: A Case Study on Fave's Use of MoEngage Flows
Technology Category
- Sensors - Flow Meters
- Sensors - Liquid Detection Sensors
Applicable Functions
- Procurement
The Challenge
The Fave Group, one of South East Asia’s fastest growing startups, faced a significant challenge in driving user engagement and increasing customer lifetime value (LTV). The company, which started as a fitness sharing platform and has since expanded into a multi-category O2O platform, needed a solution to onboard new users and encourage them to make their first purchase on the Fave app. Additionally, Fave wanted to stimulate repeat purchases on the app to increase user LTV. The challenge was not only to attract new users but also to retain existing ones and guide them towards the right step in the customer lifecycle journey.
About The Customer
The Fave Group is a rapidly growing startup in South East Asia. It began as KFit, an award-winning fitness sharing platform, in 2015. Since then, it has expanded into a multi-category O2O platform. Today, the Fave Group includes Fave, KFit, and Groupon in Indonesia, Malaysia, and Singapore. The company's primary objective is to onboard users and drive them to complete their first purchase on the Fave app, and subsequently encourage repeat purchases to increase user LTV.
The Solution
Fave turned to MoEngage Flows, a tool that allows businesses to create, visualize, and deploy multiple, interconnected, lifecycle campaigns across all channels. With MoEngage Flows, Fave set up customer onboarding and re-engagement flows that directed new and existing users towards the desired actions. For onboarding, Fave created a flow that sent push notifications and SMS to new users who had signed up but not completed their first purchase. This proactive approach helped to drive first purchases and increase user engagement. For existing users, Fave created a re-engagement flow that automatically sent push notifications to users who had already completed a purchase, encouraging them to make repeat purchases and thereby increasing customer LTV.
Operational Impact
Quantitative Benefit
