FNP (formerly Ferns N Petals) is a leading global gifting brand that offers a comprehensive range of products for every special moment. Serving as a one-stop solution for all things gifting, they transform occasions and festivals into cherished memories.
Today, Ferns N Petals Group consists of FNP Retail & Franchising, FNP E-commerce – UAE, India, Singapore, and Qatar; FNP Weddings and Events; Floral Touch – UAE and India; FNP Gardens, Handicrafts; The Flagship Store by FNP; WDH (Wedding Design Hub); FNP Cakes ‘N’ More and FNP Media.
Previously FNP worked with two platforms, one for emails and the other for customer journey orchestration (Flows) and website personalization. However, due to limitations in customer data profiling and manual updations, segmenting based on customer events proved challenging. Their previous tool confined the brand to creating sequential journeys without providing insights into interactions with the communication they sent. Their previous setup held the brand back from effectively personalizing customer journey for cart abandonment campaigns. This resulted in lower relevancy and lower conversions. When it came to website personalization, a similar problem of manual data updates hindered getting easy access to analytics, resulting in an increase in man hours and longer TAT for each website personalization campaign.
We pride ourselves on our customer-first approach and realize how critical omnichannel personalized communication is for better customer experience. Partnering with MoEngage empowered us with a powerful customer engagement tool that helped automate all our CRM activities and seamlessly personalize different touchpoints across the customer journey. Their comprehensive engagement capabilities are complemented by exceptional customer support, ensuring effective campaign management and customer satisfaction.
From the onset, the idea behind partnering with MoEngage was to automate all CRM activities to their fullest potential and use personalization optimally. FNP aimed to automate:
With the website being one of FNP's largest revenue-generating channels, website personalization was of the utmost importance to the brand. While they had previously personalized their website, it proved to be limited in scope. With MoEngage, FNP created various cross-category banners that helped them engage with customers and upsell relevant products. For instance, if a customer logged into FNP’s mobile website and searched for product categories like cake, chocolates, anniversaries, and birthdays, they would see certain offers between the Product Display Page (PDP) grills. Additionally, using website personalization, the brand was also able to:
