{"id":19161,"date":"2024-11-25T15:25:15","date_gmt":"2024-11-25T09:55:15","guid":{"rendered":"https:\/\/razorpay.com\/blog\/?p=19161"},"modified":"2025-07-18T11:05:19","modified_gmt":"2025-07-18T05:35:19","slug":"ferns-n-petals-razorpay-engage-wallets","status":"publish","type":"post","link":"https:\/\/razorpay.com\/blog\/ferns-n-petals-razorpay-engage-wallets\/","title":{"rendered":"Ferns N Petals: Blooming 200% Revenue Growth with Razorpay Engage Wallets"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">In the competitive landscape of online gifting and floral retail, Ferns N Petals (FNP) sought innovative solutions to enhance customer retention and reactivate dormant customers. This case study explores how FNP implemented a multi-balance cash and reward system, leveraging wallet technology to drive customer engagement and boost sales.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">FNP is India\u2019s leading gifting brand with over 30 years of expertise in crafting memorable experiences. FNP caters to diverse gifting needs both online and through 400+ retail stores across India and beyond. Known for its commitment to quality, innovation, and reliability, FNP continues to shape the future of gifting with seamless omnichannel experiences and customer-centric offerings.<\/span><\/p>\n<h2><b>The Challenge of Wilting Customer Loyalty<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">Ferns N Petals faced several challenges in building customer loyalty and encouraging repeat purchases:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Reactivating dormant customers via over-exploited discount coupons<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Improving the effectiveness of promotional campaigns<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enhancing the refund process to encourage future purchases<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Controlling promotional burn while maximizing impact<\/span><\/li>\n<\/ul>\n<h2><b>Multi-Balance Wallet System saves the day\u00a0<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">To address these challenges, FnP integrated a wallet solution with a multi-balance cash and reward system. This approach offered several advantages over traditional discount coupons:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Instant Gratification:<\/b><span style=\"font-weight: 400;\"> Customers received cash incentives directly in their wallets, creating an immediate sense of value.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Flexibility:<\/b><span style=\"font-weight: 400;\"> The wallet system allowed for both cash and reward balances, giving FnP more control over promotional spending.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Seamless Omni channel Experience:<\/b><span style=\"font-weight: 400;\"> Customers could easily use their wallet balance for future purchases, reducing friction in the buying process, both offline and online.<\/span><\/li>\n<\/ol>\n<h2><b><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-19165\" src=\"https:\/\/d6xcmfyh68wv8.cloudfront.net\/blog-content\/uploads\/2024\/11\/Numbers-FNP.png\" alt=\"\" width=\"1080\" height=\"217\" srcset=\"https:\/\/blog.razorpay.in\/wp-content\/uploads\/2024\/11\/Numbers-FNP.png 1080w, https:\/\/blog.razorpay.in\/wp-content\/uploads\/2024\/11\/Numbers-FNP-300x60.png 300w, https:\/\/blog.razorpay.in\/wp-content\/uploads\/2024\/11\/Numbers-FNP-1024x206.png 1024w, https:\/\/blog.razorpay.in\/wp-content\/uploads\/2024\/11\/Numbers-FNP-768x154.png 768w\" sizes=\"auto, (max-width: 1080px) 100vw, 1080px\" \/>A Bouquet of Benefits<\/b><\/h2>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Improved Campaign Management: <\/b><span style=\"font-weight: 400;\">FnP&#8217;s marketing team gained autonomy in running campaigns, reducing dependency on external stakeholders.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Controlled Promotional Spend:<\/b><span style=\"font-weight: 400;\"> The multi-balance system allowed FnP to set minimum order values for wallet payments (e.g., \u20b9200 wallet cash applicable on a minimum order of \u20b91000).<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Enhanced Customer Activation: <\/b><span style=\"font-weight: 400;\">The wallet system proved more effective in reactivating dormant customers compared to traditional discount codes. In May, customers who ordered Mother&#8217;s Day gifts the previous year but were inactive in the current year got <\/span><b>\u00a0<\/b><span style=\"font-weight: 400;\">\u20b9200 cash added to their wallets. As <\/span><b>4% of customers<\/b><span style=\"font-weight: 400;\"> who received the incentive<\/span><b> redeemed it, <\/b><span style=\"font-weight: 400;\">there was a<\/span><b> 30% higher redemption rate<\/b><span style=\"font-weight: 400;\"> compared to traditional discount codes of the same value<\/span><b>.<\/b><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Increased Customer Retention:<\/b><span style=\"font-weight: 400;\"> By keeping refunds within the FnP ecosystem, the company encourages repeat purchases. About <\/span><b>15% of customers accepted refunds in their wallets, <\/b><span style=\"font-weight: 400;\">leading to <\/span><b>approximately \u20b92 crore in revenue<\/b><span style=\"font-weight: 400;\"> via repeat purchases using wallet cash.<\/span><\/li>\n<\/ol>\n<h2><b><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-19166\" src=\"https:\/\/d6xcmfyh68wv8.cloudfront.net\/blog-content\/uploads\/2024\/11\/Quote-FNP.png\" alt=\"\" width=\"1080\" height=\"475\" srcset=\"https:\/\/blog.razorpay.in\/wp-content\/uploads\/2024\/11\/Quote-FNP.png 1080w, https:\/\/blog.razorpay.in\/wp-content\/uploads\/2024\/11\/Quote-FNP-300x132.png 300w, https:\/\/blog.razorpay.in\/wp-content\/uploads\/2024\/11\/Quote-FNP-1024x450.png 1024w, https:\/\/blog.razorpay.in\/wp-content\/uploads\/2024\/11\/Quote-FNP-768x338.png 768w\" sizes=\"auto, (max-width: 1080px) 100vw, 1080px\" \/>The Bottom Line<\/b><\/h2>\n<p><span style=\"font-weight: 400;\">FnP&#8217;s implementation of a multi-balance wallet system demonstrates the power of innovative payment solutions in driving customer engagement and sales. By offering instant incentives, flexible rewards, and a seamless purchasing experience, FnP not only reactivated dormant customers but also significantly boosted their GMV across various campaigns.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The success of FnP shows that by rethinking traditional approaches to incentivization, companies can create a win-win situation benefiting both the business and its customers.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In the competitive landscape of online gifting and floral retail, Ferns N Petals (FNP) sought innovative solutions to enhance customer retention and reactivate dormant customers. This case study explores how FNP implemented a multi-balance cash and reward system, leveraging wallet technology to drive customer engagement and boost sales. FNP is India\u2019s leading gifting brand with<\/p>\n","protected":false},"author":154,"featured_media":19164,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"footnotes":""},"categories":[1082,131,284,71,26],"tags":[592,533],"class_list":{"0":"post-19161","1":"post","2":"type-post","3":"status-publish","4":"format-standard","5":"has-post-thumbnail","7":"category-razorpay-engage","8":"category-customer-stories","9":"category-ecommerce","10":"category-featured","11":"category-payments","12":"tag-razorpay-engage","13":"tag-wallets"},"_links":{"self":[{"href":"https:\/\/razorpay.com\/blog\/wp-json\/wp\/v2\/posts\/19161","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/razorpay.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/razorpay.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/razorpay.com\/blog\/wp-json\/wp\/v2\/users\/154"}],"replies":[{"embeddable":true,"href":"https:\/\/razorpay.com\/blog\/wp-json\/wp\/v2\/comments?post=19161"}],"version-history":[{"count":4,"href":"https:\/\/razorpay.com\/blog\/wp-json\/wp\/v2\/posts\/19161\/revisions"}],"predecessor-version":[{"id":19177,"href":"https:\/\/razorpay.com\/blog\/wp-json\/wp\/v2\/posts\/19161\/revisions\/19177"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/razorpay.com\/blog\/wp-json\/wp\/v2\/media\/19164"}],"wp:attachment":[{"href":"https:\/\/razorpay.com\/blog\/wp-json\/wp\/v2\/media?parent=19161"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/razorpay.com\/blog\/wp-json\/wp\/v2\/categories?post=19161"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/razorpay.com\/blog\/wp-json\/wp\/v2\/tags?post=19161"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}