How Tata Simply Better Doubled Their D2C Revenue Within 3 Months of Implementing BIK

Tata Simply Better is a leading D2C brand from the house of Tata Consumers specializing in premium products that blend quality and sustainability. Despite a growing online presence, the brand sought to streamline its customer engagement and maximize revenue from its direct-to-consumer (D2C) channels.

Challenge

With a surge in website traffic and diverse customer journeys, Tata Simply Better faced hurdles in:

• Driving meaningful conversions from visitors.
• Effectively segmenting customers for campaigns.
• Managing customer support across multiple channels like WhatsApp, Instagram, and Facebook.

Solution

To address these challenges, Tata Simply Better partnered with BIK, leveraging its AI-powered marketing and support platform to redefine customer experience and optimize revenue growth.

Campaign Success

Using Bik’s pre-built RFM segments, the brand saw incredible ROI from its email and WhatsApp campaigns:

• Email Campaigns: The account management team at BIK executed a 15 days email warm-up plan with the brand to ensure best email domain health. This combined with RFM-based audience segmentation helped the brand achieve an impressive 39x ROI on their email campaigns.
• WhatsApp Campaigns: Delivered a staggering 46x ROI with 85% open rates. The ‘Re-try campaign’ feature on BIK helped the brand maximize its deliverability and solve the Meta delivery restrictions. The feature ensures all non-delivered messages are retried again the next day automatically so that the entire audience receives the campaign on WhatsApp.

Streamlined Helpdesk Support

With BIK’s multi-channel helpdesk, Tata Simply Better seamlessly managed customer inquiries from WhatsApp, Instagram, and Facebook through a single platform. This reduced response times and improved the overall customer satisfaction.

Pop-up Engagement

The brand integrated gamified pop-ups on the website for all new users to capture and nurture their first-party user data. Overall, 31% of website visitors interacted with pop-ups, creating high levels of engagement.

The lead-generation pop-ups captured 5% of website traffic, with a 2-day retargeting strategy on WhatsApp, thereby becoming the second-most revenue-generating journey after abandoned cart recovery for the brand.

Journey Automation Driving Conversions

BIK’s journey automation powered Tata Simply Better's entire customer life-cycle including:

1. Pre-sale

• Welcome Pop-ups retargeting: Effectively captured leads from the website and nurtured new users over a period of 2 days on WhatsApp.

2. Sale

• Product Viewed Retargeting: Drove personalized follow-ups based on product interests shown on the website by the visitors. Most importantly this journey targeted the first-party data captured by the brand thereby complying with the recent PDPD Data privacy policy of the GOI.
• Abandoned Cart Recovery: WhatsApp retargeting over 2 days period recovered high-value sales and reduced cart overall abandonment rates. The ‘Auto-retry’ feature (similar to campaigns) ensured up to 97% deliverability to high-intent users driving maximum cart recovery.

3. Post-sale

• Order Confirmation: Automated updates on WhatsApp about the order confirmation ensured a seamless checkout experience.
• Shipping Updates: Ensured customers receive real-time updates on their order status, boosting post-purchase satisfaction.

Key Results

Revenue Growth

• 2x Revenue Jump: Tata Simply Better doubled its D2C revenue within three months of implementing BIK.
• 34% Revenue Contribution: BIK now contributes to 34% of the brand's total D2C revenue.

Conclusion

By integrating BIK, Tata Simply Better unlocked new growth potential in its D2C journey. From skyrocketing revenue to enhanced campaign performance and customer engagement, Bik proved to be a pivotal partner in their success story.