45%
37 %
25%
Orchestrating Unified Customer Engagement for HNAK Through WebEngage
HNAK is a fast-growing lifestyle and electronics retailer operating across web and mobile platforms in Saudi Arabia. Before engagement, HNAK’s marketing automation efforts were fragmented: email campaigns ran in isolation, mobile and web experiences were disconnected, and there were no automated triggers. That made scaling personalization slow and inconsistent.
Krish implemented WebEngage as HNAK’s centralized engagement platform. The aim was to unify customer profiles, centralize data from all touchpoints, and shift from manual campaigns to real-time, behavior-driven automation across email, web push, in-app, and mobile channels.
"Retailers that connect customer data across channels are better positioned to drive engagement and lifetime value.”
Challenges
- Customer data was fragmented across web and mobile, without a unified identity layer.
- Campaigns were manually scheduled, limiting scalability and personalization speed.
- No behavioral triggers for onboarding, cart abandonment, inactivity, or interest-based messaging.
- Web and mobile push notifications were generic, non-contextual, and under-utilized.
- No cross-channel analytics or unified view of campaign performance and lifecycle impact.
Solution
Krish deployed WebEngage as HNAK’s central engagement platform, unifying web behavior, mobile interactions, and transactional data into a single customer data platform (CDP). This allowed campaigns to activate dynamically in response to user actions and lifecycle signals.
Email, SMS, web push, mobile push, and in-app messaging were unified into a single omnichannel framework using WebEngage. Automated journeys covered onboarding, abandonment, re-engagement, and repeat purchases, while personalized push notifications, frequency capping, and real-time analytics ensured relevant, optimized customer engagement.
The Strategy
The strategy prioritized user behavior rather than fixed schedules. Customer journeys were mapped end-to-end: from first visit, through browsing and cart, to purchase, inactivity, and re-engagement cycles. Each journey used behavioral triggers and real-time data to determine timing, channel, and content.
Segmentation leveraged user attributes, browsing history, product interest, engagement streak, and purchase patterns. This allowed highly relevant, contextual outreach. For instance, users who abandoned carts received push or SMS reminders; dormant users got reactivation sequences; engaged users were targeted with cross-sell and upsell communications tailored to their interests.
Push notifications (web, mobile, in-app) were used strategically to meet customers where they were, capturing attention immediately with timely, relevant messaging, while email supported deeper product storytelling and richer content. WebEngage’s unified analytics and journey reports enabled continuous flow refinement, AB-testing of message variants, and optimization of channel mix to maximize CTR and minimize churn.
Technology
Client Speaks
Qutaibah Alsharif
Chief Executive Officer"We needed automation that worked across channels, not in silos. Krish helped us connect data, journeys, and messaging into one system. Customer engagement became more consistent and predictable. We now scale campaigns without losing relevance."
Result
A shift to behavior-led automation facilitated HNAK to engage customers more effectively at every stage, converting coordinated journeys and real-time signals into measurable impact across acquisition and retention.
- 45% increase in customer reactivation via automated onboarding and re-engagement flows
- 37% improvement in overall campaign CTR across email, web push, and in-app notifications
- 25% reduction in churn rate driven by proactive inactivity and win-back campaigns
Together, these outcomes helped to operate a unified, behavior-driven omnichannel engagement engine. With consolidated visibility across customer touchpoints and cross-channel conversion metrics, WebEngage now supports scalable automation, real-time responsiveness, and more informed campaign planning, turning one-time users into repeat, loyal customers.
Read More From HNAK’s Transformation
- 40% container startup time reduction
- 25% faster application deployment cycles
- Serverless architecture removed infrastructure overhead
- 834% revenue growth via paid channels
- 1,142% increase in orders with segmentation
- Unified omnichannel marketing foundation established
- 40% container startup time reduction
- 25% faster application deployment cycles
- Serverless architecture removed infrastructure overhead
Next Case Study
Blossom Costumes is a half-a-decade young, fancy dress costume shop from Melbourne. It is a one-stop destination for those seeking children's costumes and accessories, adult costumes, corsets, rockabilly, fashion attire, and more. In pursuit of improving customer experience and store features, Blossom Costumes got in touch with Krish for its Magento 2 upgrade. The team at Krish identified the biggest opportunity for improvement around website performance and conversion throughout the whole online sales funnel. Read on to discover how we helped solve tackle this challenge and how key business metrics improved as a result.
View Case StudyTrusted by leading brands
