NeverOwned had no post-visit behaviour visibility, and no post-drop-off and post-purchase engagement. As the startup scaled, the ability to act on key intent signals in real time became increasingly critical.
As an early-stage, scaling startup, building a structured approach to customer engagement without needing enterprise-scale resources became essential. CleverTap helped us do this, supporting the transition from fragmented communication to automated, behaviour-driven campaigns without heavy technical lift on our end. Managing thousands of recommerce SKUs across categories, having an intelligent, hands-free backend system is extremely valuable. CleverTap is now a core part of how we scale our retention.”
NeverOwned is a customer-obsessed, technology-first startup committed to providing fresh and comprehensively quality-checked Open Box as-good-as-new products at deep discounts, with a complete service guarantee either directly from OEMs, or on its own. NeverOwned has scaled rapidly on a lean team, solving core value-for-money problems faced by individual and institutional consumers while buying otherwise overpriced new large appliances. To support its rapid scaling, NeverOwned required a robust solution that would power an intelligent, automated engagement engine without massive technical overhead.
NeverOwned had no post-visit behaviour visibility, and no post-drop-off and post-purchase engagement. As the startup scaled, the ability to act on key intent signals in real time became increasingly critical.
In recommerce, where every SKU represents a considered purchase, manual, ad-hoc outreach was leaving money on the table. NeverOwned needed a dedicated engagement tool for always-on, tailored communication without operational complexity.
Capturing the right moment is everything for a recommerce platform that deals in factory-sealed and open-box high-value electronics. Today, real-time customer data flows into CleverTap to power segmentation and campaign direction. The team identified three high-priority drop-off points: add-to-cart, checkout abandonment, and post-purchase. Triggers fire automatically when there is inaction at any of these stages. Meanwhile, intent-based and past-behaviour segments help effectively engage users during opportune windows of time.
NeverOwned’s email campaigns with inline personalization, powered by real-time behavioural signals on CleverTap, deliver results that speak for themselves. Checkout abandonment campaigns achieve a 66% open rate and a 5% conversion rate. Add-to-cart campaigns hit a 90% open rate with a 3% conversion rate, while post-purchase flows also maintain a 90% open rate. Web push and pop-ups boost this strong, timely engagement in a space where generic campaigns do not land.
What makes CleverTap well-suited to NeverOwned is the ability to build a robust retention system without a large team. The automation of journey personalization and campaign management on CleverTap means scarce engineering and marketing bandwidth goes toward scaling. As the catalogue and customer base grow, the team can rely on CleverTap to scale an always-on flow, reactivate users, and track conversion, while it focuses on stakeholder relationships and competitive strategy.
At NeverOwned, we used CleverTap to move from reactive communication to structured, event-driven campaigns. We identified key drop-offs in our funnel, particularly around cart abandonment, and designed automated campaigns across cart recovery, checkout, and post-purchase stages. This enabled us to move toward a more systematic, data-driven retention approach. The platform is intuitive for a lean team and effective in driving measurable improvements in engagement and conversion.”
As an early-stage, scaling startup, building a structured approach to customer engagement without needing enterprise-scale resources became essential. CleverTap helped us do this, supporting the transition from fragmented communication to automated, behaviour-driven campaigns without heavy technical lift on our end. Managing thousands of recommerce SKUs across categories, having an intelligent, hands-free backend system is extremely valuable. CleverTap is now a core part of how we scale our retention.”
As NeverOwned scales, multi-step journey orchestration is being activated progressively. The team plans to expand its post-purchase journey with a 30-day re-engagement touchpoint and activate RFM-based segmentation to better target past users and personalize communication for high-value repeat buyers. A/B testing on subject lines for browse abandonment campaigns is also in the pipeline. As NeverOwned continues to serve more and more customers, CleverTap usage will remain central, growing in sophistication as the business does.
