WebEngage and Palmonas Redefine Customer Engagement

WebEngage, a leading SaaS platform for Customer Data and Engagement solutions, continues to help brands turn insights into meaningful actions. In a strategic collaboration with Palmonas, India’s pioneering demi-fine jewelry brand, the company has successfully evolved Palmonas’ customer engagement strategy from standalone campaigns to a unified, automated Customer Lifecycle Management (CLM) system.

This collaboration has built the foundation for a comprehensive, data-backed engagement framework that is now fully operational. The initiative focuses on three key goals — optimizing customer journeys across Palmonas’ website, mobile app, and retail touchpoints; boosting repeat purchases and customer retention; and improving key metrics such as Average Order Value (AOV) and Mean Transaction Value (MTV).

Leveraging WebEngage’s advanced automation and analytics capabilities, Palmonas has mapped its complete user journey in a funnel-based structure, enabling automation across critical touchpoints. These include Product Detail Page (PDP) and Category Abandonment flows, Winback campaigns, and Gamified Welcome Journeys. The outcomes have been impressive, resulting in a 4× increase in funnel conversions and 2× faster purchase decisions, while real-time insights and advanced segmentation empower Palmonas to deliver scalable, personalized experiences across its growing customer base.

Shreya Trivedi, Vice President – Customer Success & Business Operations at WebEngage, commented on the collaboration:

“At WebEngage, we believe that how a customer experiences a brand is just as important as what they buy. With Palmonas, we’ve infused this philosophy into every aspect of their digital journey—ensuring each interaction feels personal, seamless, and reflective of the brand’s essence. By guiding customers from discovery to repeat purchase, we’re deepening loyalty and shaping how modern brands build meaningful connections that drive growth.”

Adding to this, Hritika Navandhar, Head of Marketing & PR at Palmonas, shared:

“Every piece of Palmonas jewelry tells a story. Through our partnership with WebEngage, we’ve transformed that storytelling into digital experiences—understanding our customers more deeply, offering thoughtful engagement, and ensuring that every touchpoint, from browsing to repeat purchase, embodies our brand’s craftsmanship and empowering vision.”

This partnership marks a significant milestone in Palmonas’ digital transformation journey. By integrating WebEngage’s CLM ecosystem, the brand enhances its ability to foster customer loyalty, increase repurchase rates, and deliver hyper-personalized engagement. The collaboration reinforces Palmonas’ mission of making demi-fine jewelry accessible to modern Indian women, while exemplifying how data-driven marketing can accelerate sustainable growth and strengthen customer relationships.