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Twilio > Case Studies > Dream11: Enhancing User Engagement and Trust through IoT
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Dream11: Enhancing User Engagement and Trust through IoT

Technology Category
  • Application Infrastructure & Middleware - Data Exchange & Integration
  • Platform as a Service (PaaS) - Application Development Platforms
Applicable Industries
  • Finance & Insurance
  • Transportation
Applicable Functions
  • Logistics & Transportation
  • Sales & Marketing
Use Cases
  • Last Mile Delivery
  • Leakage & Flood Monitoring
Services
  • System Integration
The Challenge
Dream11, a popular fantasy sports platform in India, faced the challenge of managing a rapidly growing user base, with over 5 million concurrent users often participating in multiple contests. The platform needed to send a large volume of notification emails, including transactional confirmations, match alerts, and promotional content. As the user base scaled, the company required an email provider that could handle the surge in email sends. Furthermore, Dream11 needed to ensure a positive user experience with email communication to build trust, especially since users were depositing and withdrawing money through the app. The company also wanted to target specific user cohorts with personalized emails to increase engagement rates.
About The Customer
Dream11 is a leading fantasy sports platform in India, allowing users to create fantasy teams with real-life players to score points and compete with friends. The platform offers contests for various sports, including cricket, hockey, football, kabaddi, and basketball. Dream11 partners with many professional sports leagues and sponsors, including the Indian Premier League (IPL), the world's most-attended cricket league. With over 5 million concurrent users, Dream11 sends a large volume of notification emails and aims to provide a seamless and trustworthy experience for its users.
The Solution
Dream11 selected Twilio SendGrid’s Email API for its email program, trusting in its ability to effectively scale to support the 500 million emails typically sent on a monthly basis. The robust infrastructure and powerful APIs of Twilio SendGrid ensured a seamless user experience alongside the app. Dream11 also integrated Clevertap with Twilio SendGrid’s Email API to automate and dynamically segment its marketing emails. This integration allowed the company to send targeted emails to select user cohorts, significantly increasing email engagement. Furthermore, Twilio SendGrid’s dashboards empowered Dream11’s internal customer success team to deliver a better experience for their users by quickly identifying and solving customer concerns. Dream11 also partnered with Twilio SendGrid’s deliverability experts to implement best sending practices and ensure effective email delivery.
Operational Impact
  • The integration of Twilio SendGrid’s Email API and Clevertap has enabled Dream11 to manage its rapidly growing user base effectively. The company can now send a large volume of notification emails reliably and quickly, enhancing the user experience and building trust. The ability to segment and target specific user cohorts has increased email engagement rates, with promotional emails and personalized season report card emails achieving high open rates. Furthermore, the rich data insights provided by Twilio SendGrid’s dashboards have empowered Dream11’s internal customer success team to quickly identify and solve customer concerns, further improving the user experience.
Quantitative Benefit
  • Twilio SendGrid’s Email API supports the 500 million emails typically sent by Dream11 on a monthly basis.
  • Integration with Clevertap allows Dream11 to send targeted emails to select user cohorts, increasing email engagement.
  • Promotional emails sent to user cohorts return open rates up to 20%.

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