Case Study: Razorpay achieves 25% higher merchant retention with MoEngage

Razorpay boosts merchant retention by 25% with MoEngage

Razorpay, India's largest payment gateway, faced challenges with its previous customer engagement platform, including poor deliverability, high costs, and automation hurdles that limited efficient scaling of merchant communications. To overcome these issues, they partnered with MoEngage, utilizing its Customer Journey Orchestration and Omnichannel Flows to streamline engagement.

The solution involved implementing MoEngage Flows to consolidate fragmented onboarding into a single trackable journey and using event-based triggers for precise targeting. MoEngage enabled personalized re-engagement campaigns across channels like WhatsApp. This resulted in a 29% boost in merchant onboarding rates, a 25% uplift in merchant retention, and a 19% increase in re-engagement metrics.

Razorpay