In the fast-paced world of modern e-commerce, retaining customers is no longer a “nice to have”, it’s what separates sustainable brands from those constantly scrambling for new buyers. Perfora, one of India’s fastest-growing oral-care brands, understood this early. With thousands of monthly customers and a loyal community, the brand wanted to push its retention numbers much higher without relying solely on expensive acquisition channels.

That’s where Retainley, FarziEngineer’s intelligent retention platform, stepped in.

The Challenge: High Acquisition Costs, Low Repeats

Perfora had strong first-time conversions thanks to their quality products and clean communication. But like most D2C brands in India, they hit a familiar wall:
customers loved the product, yet only a limited percentage came back for a second purchase.

Oral care naturally has a replenishment cycle, but most of the reminder, SMS blasts, newsletters, generic WhatsApp flows, were either getting ignored or not reaching consumers at the right moment. Perfora needed a smarter, automated way to time follow-ups and tailor messages based on behaviour.

The Solution: Retainley’s Behavior-Driven Flows

Retainley activated a set of intelligent retention flows that worked quietly in the background while Perfora focused on growth.

Here’s what made the difference:

1. Smart Replenishment Flows

Instead of guessing when a user might need a refill, Retainley analysed purchase intervals and sent reminders right when the user was most likely to reorder.

2. Personalized WhatsApp & Email Nudges

Rather than spam, customers received hyper-contextual messages based on what they bought, how often they purchased, and their browsing patterns. This led to higher interaction and repeat sales.

3. Segment-Based Offers (Only When Necessary)

Retainley avoided blanket discounts and instead targeted offers to segments that truly needed a push—maximizing margins while boosting retention.

4. Deep Customer Insights Dashboard

Perfora’s team got a live, clear view of customer lifetime value, high-value segments, churn risks, and replenishment patterns. This helped them make better decisions for upcoming product launches and campaigns.

The Result: 40% Increase in Repeat Purchases

Within weeks of going live, Retainley showed measurable impact:

• Customers began reordering at predictable intervals
• Engagement on WhatsApp and email nudges increased significantly
• Personalized offers created a better brand experience
• And most importantly, repeat purchases increased by 40%

For a brand built on trust and consistency, this wasn’t just a metric. It meant sustainable profitability and a stronger relationship with customers who genuinely love their products.

Why This Worked So Well

Perfora already had a loyal customer base. Retainley simply made the existing demand flow back more smoothly by:

• removing friction
• improving timing
• nudging customers when they actually needed the product
• giving them reasons to come back without discount dependency

It was the perfect blend of smart automation and clean user experience, exactly what modern D2C retention should look like.

Final Takeaway

Customer retention is no longer about sending more reminders. It’s about sending the right reminder at the right time on the right channel.

Perfora’s partnership with Retainley shows how powerful data-driven retention can be. A 40% lift in repeat purchases is just the beginning, and the same transformation awaits any brand willing to rethink how they engage with returning customers.