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8% increase in conversion rate for existing customer payment journeys
100% growth in overall online conversions
9x reduction in fraud cases
Airtel is a leading telecom company in India and one of the strongest brands in the communication space.
Bharti Airtel Limited is based in New Delhi and serves as a trusted ICT provider across the USA, Europe, Africa, the Middle East, Asia Pacific, India, and SAARC regions.
With a large global footprint and a fast growing user base, Airtel stands among the top three mobile service providers in the world by total subscribers.
Increase conversion rates in the online customer acquisition journey.
With more users moving to digital channels, Airtel needed cross platform product analytics to understand the millions who visit its digital touchpoints each day.
The goal was to refine conversion funnels so users move smoothly from discovery to purchase and convert into postpaid customers. The product and digital marketing teams also needed real time user insight to prevent fraud and quickly spot issues in recharge and bill payment flows.
Before partnering with DWAO, Airtel had limited visibility into customer behavior and conversion funnels, making it difficult to gain insights or deliver a seamless digital experience.
DWAO supported Airtel in deploying multiple Adobe Experience Cloud products and enabled both digital and marketing teams to fully leverage these tools. This boosted adoption and sparked new ideas for enhancing Airtel’s digital assets using Experience Cloud solutions.
We set up Adobe Workspace to give Airtel deeper customer insights and integrated multiple solutions across their ecosystem. All products were migrated to Adobe Launch to reduce load impact and keep page performance smooth.
We set up several automated customer lifecycle journeys for Airtel, including:
With DWAO, Airtel enhanced customer acquisition using Adobe Experience Cloud.
Airtel now relies fully on analytics reports to link leads back to each marketing source. We also helped the team merge offline lead data so they could track performance by source across the full acquisition funnel.
Through funnel study Airtel gained clear insight into the acquisition path. Our idea sessions led to multiple upgrades that pushed online acquisition to more than double.
Improving the journey for current users was another key goal. We supported cohort study plus acquisition review to reveal the best channel mix.
We also advised on affiliate payout setups that reduced fraud plus repeat actions from the same source. These efforts lifted conversion rates by nine percent through stronger funnel improvement.
