marketing@risergrowth.com · Pune, India
Case Study
Transforming customer
engagement into long-term
banking relationships.
How Riser helped Kotak Mahindra Bank strengthen customer engagement, improve product adoption, and build intelligent lifecycle marketing journeys that increased retention and customer value.
Industry
Banking & Financial Services
Engagement
Digital Marketing & CRM
Timeline
Ongoing
KOTAK MAHINDRA™
Customer Lifecycle & CRM
The Results
+25%
Increase in Active Digital Users
+30%
Improvement in Customer Engagement
+22%
Growth in Product Adoption
+20%
Increase in Cross-Sell Campaign Response
+18%
Improvement in Customer Retention
The Challenge
Acquiring customers is only the first step in banking. Sustained growth depends on keeping customers engaged, encouraging adoption of digital services, and strengthening long-term relationships through relevant and timely communication. Kotak Mahindra Bank sought to improve engagement across its existing customer base while driving greater adoption of banking products through personalised digital experiences.
- Increasing engagement among active digital banking users
- Improving customer retention across multiple banking products
- Driving greater adoption of digital banking services
- Delivering personalised communication at scale across multiple channels
- Improving cross-sell effectiveness without increasing communication fatigue
The objective wasn't simply to send more campaigns—it was to build an intelligent customer engagement ecosystem that delivered relevant experiences throughout the customer lifecycle.
Our Approach
We took a step-by-step approach to build a growth engine from the ground up.
Customer Lifecycle Strategy
Mapped the end-to-end customer journey to identify opportunities for onboarding, engagement, retention, and cross-selling while aligning communication with customer behaviour.
Intelligent Customer Segmentation
Created audience segments based on customer activity, product usage, lifecycle stage, and behavioural data to deliver more relevant and personalised experiences.
Omnichannel Customer Communication
Designed and executed coordinated engagement campaigns across Email, SMS, WhatsApp, and Push Notifications to ensure consistent communication across preferred customer touchpoints.
Marketing Automation
Implemented automated lifecycle journeys that triggered personalised communications based on customer actions, improving engagement while reducing manual intervention.
Product Adoption & Cross-Sell Optimisation
Developed targeted campaigns that encouraged customers to discover and adopt additional banking products through contextual recommendations and personalised messaging.
Performance Analytics & Continuous Optimisation
Monitored engagement, retention, and campaign performance through CRM and marketing automation platforms, continuously refining journeys to maximise customer value.
The Impact
By aligning strategy, systems, and execution, we built a predictable growth engine that delivered measurable results.
+25% increase in active digital users
strengthening adoption of digital banking services
+30% customer engagement improvement
through personalised, behaviour-driven communication
+22% increase in product adoption
by delivering relevant lifecycle campaigns at the right moments
+20% cross-sell response rate
creating greater customer value across the product portfolio
+18% increase in customer retention
through automated engagement and lifecycle marketing initiatives
Scalable CRM ecosystem
powered by segmentation, automation, and performance analytics
What The Client Says
Riser helped us rethink customer engagement beyond traditional campaign execution. Their lifecycle marketing approach enabled us to deliver more personalised customer experiences, strengthen product adoption, and improve long-term customer engagement across digital channels.
Customer growth doesn't
end at acquisition.
The strongest brands don't just acquire customers—they build lasting relationships. Riser helps organisations create intelligent customer lifecycle strategies that improve engagement, increase retention, and maximise customer lifetime value through data-driven marketing systems.
Build Smarter Customer Journeys