Case Study: BankSathi achieves 10% reactivation of dormant users and 4.5X ROAS with WebEngage

BankSathi Reconnects with Dormant Users Using Personalized Audio Journeys, ROAS Surges By 4.5X

BankSathi, a financial-advisory platform serving over 2 million advisors and 6 million customers across tier 2, 3 and rural India, faced a large cohort of previously active users who had gone silent for 4–6 months. Fragmented tools, slow experiment cycles, and no easy way to personalize at scale meant the team needed a way to reconnect these users empathetically—without discounts or spammy nudges—by making outreach feel personal and human.

Using WebEngage’s Journey Designer, BankSathi automated behavior-triggered, hyper-personalized audio WhatsApp messages (Hinglish, with names and product context) and multi-step journeys that required no engineering handoffs. The campaign drove ~9.7% reactivation (~10%), a 12.9% reply rate, 91.9% WhatsApp delivery and a 4.5X ROAS, while shifting CRM from reactive to real-time, personalized engagement.

BankSathi

Puneet Khatri

Manager, CX, Growth Marketing,