Case Study: Spencer's Retail achieves 30% conversion across cart abandonment campaigns with MoEngage

Spencer’s Uses Insights-led Personalization to Drive 30% Conversion Across Cart Abandonment Campaigns

Spencer's Retail, a century-old Indian retailer with 125 stores across 35 cities, faced low data transparency, deliverability issues, and limited martech capabilities as it worked to drive an omnichannel shift from in-store to online. To orchestrate cross-channel campaigns without heavy tech dependence, Spencer’s selected MoEngage and used its Mobile Push Notification suite, Customer Journey orchestration, In-App messaging, and RFM segmentation to enable insights-led personalization.

MoEngage implemented automated flows, real‑time event triggers and advanced RFM segmentation to target cart abandoners and other cohorts across email, push, SMS and WhatsApp. The solution delivered measurable impact for Spencer’s Retail: 30% conversion on cart-abandonment campaigns, a 15% increase in LTV, a 2‑day reduction in time to first order (from 7 to 5 days), plus ~10% uplifts in cross-sell conversions and repeat purchases via WhatsApp.

Spencer

Harshavardhan Chauhaan

VP, Marketing