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Case Studies | Analytics
8% increase in conversion rate for existing customer payment journeys
100% growth in overall online conversions
9x reduction in fraud cases
Airtel is India’s top telecom company.
Bharti Airtel Limited is a global leader in telecommunications, headquartered in New Delhi. They are a trusted ICT service provider with a vast network spanning the USA, Europe, Africa, the Middle East, Asia-Pacific, India, and SAARC regions.
Airtel ranks among the top three mobile service providers worldwide by subscriber count.
Increase conversion rates in the online customer acquisition journey.
With a growing number of customers shifting to digital channels, Airtel required cross-platform product analytics to understand the millions accessing its digital platforms daily.
Airtel aimed to optimize conversion funnels, guiding users from discovery to purchase and converting them into postpaid customers. Additionally, the product and digital marketing teams needed real-time user insights to prevent fraud and quickly identify issues in recharge and bill payment processes.
Before working with DWAO, Airtel had limited visibility into customer signals and funnels, restricting their ability to gain deeper insights and deliver a simpler customer 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 implemented Adobe Workspace to provide Airtel with richer customer insights. Additionally, we integrated various solutions and migrated all products to Adobe Launch, ensuring minimal impact on page performance from marketing and analytics tools.
We set up several automated customer lifecycle journeys for Airtel, including:
With DWAO, Airtel enhanced customer acquisition using Adobe Experience Cloud.
Airtel now depends entirely on analytics reports to link leads back to their marketing sources. We also assisted the team in integrating offline lead data, allowing them to track performance by source across the full acquisition funnel.
Through funnel analysis, Airtel gained valuable insights into their acquisition process. We facilitated brainstorming sessions that sparked multiple improvements, driving online acquisition rates to more than double. Improving the experience for existing customers was another key area. We helped perform cohort and acquisition analyses to identify the ideal channel mix.
Additionally, we recommended affiliate payment options that minimized fraud and repeated transactions from the same source. These efforts led to a 9% boost in conversion rates through better funnel optimization.
