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How did they drive a 21% revenue increase?

21% Revenue Increase: Trainman’s Customer-Centric Strategy

The secret to their 3x click rate boost!

Industry: Travel and Hospitality

Use case: booking conversions, churn, customer retention

Hero Image for Trainman's increase in booking conversions
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BEFORE

  • Declining bookings: Over a 14% drop in bookings in the first quarter of 2023.
  • Low customer retention: The ratio of uninstalled to installed users remained at 80%.
  • Payment success decline: Issues with payment success rates hampered revenue growth.
  • Increased user engagement: Optimized landing page led to higher CTR.
  • Improved conversions: Unique payment successes rose by 21% and bookings-to-acquisition ratio went up by 8%, despite overall CVR decline.
  • Enhanced retention: 70% of uninstalled users returned, suggesting potential for re-engagement.
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AFTER

Table of Contents

Contact Sales Team

Trainman is a leading online platform in India, offering a seamless experience for users to book train tickets and access valuable information such as train schedules, PNR status, and seat availability. Despite its prominence, Trainman experienced a significant decline in bookings over the past three months. Challenges included a disconnect between user expectations and the landing page experience, low customer retention rates, and a drop in payment success. To reverse these trends and improve conversion rates, Trainman sought the help of Propel’s Growth Strategy services.

The Challenge

Trainman faced a range of issues that hindered its growth:

  • Landing page disconnect: Users were not engaging with the landing pages as expected, resulting in lower conversions.
  • Drop in new user acquisitions: Fewer new users were joining the platform, which directly impacted overall bookings.
  • Low customer retention: Existing users were uninstalling the app, indicating a challenge in maintaining a strong customer retention rate.
  • Payment success issues: Trainman saw a decline in payment success rates, further reducing the percentage of completed bookings.


Trainman needed a comprehensive approach that not only addressed the customer retention problem but also improved the user experience, acquisition strategy, and payment process.

The Solution

  • Improving the Landing Page Experience

The first step was to align the platform’s landing pages with user expectations. Propel optimized the user interface, improved page load times, and ensured that all relevant information was easily accessible. A weekly performance reporting process was established to monitor user interactions using WebEngage’s analytics engine, which enabled Propel and Trainman to identify areas for improvement in real-time.

  • Launching Targeted Acquisition Campaigns

Propel developed targeted campaigns aimed at increasing new user acquisitions. Using WebEngage’s powerful segmentation and personalization features, campaigns were customized for different user segments based on their interests, behaviors, and demographics. This customer-centric approach allowed Trainman to offer tailored promotions that appealed to users, boosting conversions and expanding the user base.

  • Increasing Customer Retention through Engagement

To improve Trainman’s customer retention rate, Propel introduced features such as personalized recommendations, rewards for repeat bookings, and enhanced customer service. By running A/B tests in WebEngage, Trainman optimized its content strategy to engage users more effectively. Furthermore, onboarding campaigns and drop-off analysis allowed the company to track where users disengaged and apply strategies to re-engage them.

  • Optimizing Payment Success

Propel helped Trainman implement measures to improve payment success rates, focusing on providing more payment options, increasing payment security, and streamlining the checkout process. WebEngage’s data insights enabled Trainman to optimize the payment flow and address common issues users faced during transactions.

Conclusion

Weekly And Monthly Performance of Notification Clicks, Successful Transactions

Spike in the weekly and monthly values of notifications clicked and successful payments 

By leveraging Propel’s expertise and WebEngage’s advanced analytics and automation capabilities, Trainman was able to significantly improve both its conversion rates and customer retention efforts. Key strategies such as enhancing the landing page experience, launching personalized campaigns, and improving the payment process played a critical role in driving positive results.

While Trainman continues to face challenges with overall bookings and retention, the successful implementation of these strategies sets the stage for long-term improvement. Ongoing efforts to analyze user behavior and adopt customer-centric tactics are expected to help Trainman retain its position as the go-to platform for train bookings in India, ultimately boosting both engagement and customer retention rates.

Customer Spotlight

Propel’s collaboration led to a 505% increase in app conversions. Their organized approach and weekly meetings kept both teams aligned on common goals.

Amit Arya

Amit Arya

Marketing Director

Explore Success with

  • Travel & Hospitality

Propel specializes in customer lifecycle marketing, helping consumer brands boost retention & reduce churn with tailored strategies and our AI-augmented platform, AURA.

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