Case Study 02 · Wellness · D2C
Turning email and WhatsApp into a revenue engine.
A D2C wellness brand was generating ₹80L a month entirely on paid ads. The moment spend dropped, revenue dropped. There was no system underneath.
-60%
Customer Support
Support ticket volume · In 60 days
+35%
Online Revenue
Monthly revenue from lifecycle channels · Within one quarter
30%
Cart Recovery
76% → 52% cart abandonment rate · Significant recovery
THE CONTEXT
The moment ads stopped, so did revenue.
Every rupee of revenue depended on paid acquisition. Email existed but wasn't working. WhatsApp was being used for support, not sales. The CRM had data in it but no logic built on top of it. The team knew lifecycle marketing was the answer — they just didn't know where to start.
Boltworks came in not to replace the tools or the team — but to build the intelligence layer on top of what already existed.
what we found
The lifecycle was dormant.
The data was there. The audience was there. The tools were capable. But nothing was connected. No segmentation. No automated journeys. No logic for when to speak to a customer, what to say, or how to bring them back. The lifecycle channel was effectively silent.
What We Did
We gave the data a voice.
We built a full CRM architecture from the ground up — segmenting the customer base by behaviour, purchase history, and lifecycle stage. Designed and deployed automated journeys across email and WhatsApp. Winback flows. Post-purchase sequences. Replenishment reminders. Loyalty triggers. Each one designed to feel like a conversation, not a campaign.
How We Worked
On top of what was in place.
The existing CRM platform didn't change. The support team didn't change. We built the logic, the journeys, and the segmentation on top of what was already there — and trained the team to manage it going forward.
SERVICES APPLIED
Each service delivered working alongside the brand's existing teams and vendors.
Lifecycls & Retention
CRM Architecture
Customer Journey Design
WhatsApp & Email Automation
Data & Analytics
Service Optimisation
The tools didn't change. The audience didn't change. The system did.
Your first call is a diagnosis, not a pitch.
We work with brands where the system is the problem — not the product, not the market. If that's you, let's talk.