Use Case: How Diwa Consult Turned Customer Retention Into a Growth Engine

Diwa Consult had grown rapidly, expanding its customer base and offering multiple service packages—from solar installations for households to full-scale power solutions for businesses. However, this growth exposed a major gap: customers weren’t returning for maintenance services, upgrades, or referrals.

Despite delivering quality installations, there was no structured follow-up process, no post-installation customer experience strategy, and no system for nurturing long-term relationships. The team was spending more time on customer acquisition than retention—an expensive and unsustainable approach.

What We Did

We worked with Diwa Consult to turn retention into a strategic revenue channel:

✅ Audit & Segmentation
We segmented their customer base into residential, SME, and enterprise groups. This allowed us to customize follow-up messaging and service recommendations based on usage needs and past purchase history. We analyzed their customer journey — from product discovery to post-purchase experience — and discovered:

✅ Automated Aftercare Flow
We introduced an automated post-installation care sequence:

• Maintenance reminders after 3, 6, and 12 months
• Energy optimization tips via email and WhatsApp
• A loyalty offer for booking maintenance services in advance

✅ Referral Incentive Program
We helped launch a referral program tailored for B2B and residential customers. Customers earned service discounts or free consultations when they referred others, and the messaging was integrated into WhatsApp and email follow-ups.

✅ Customer Experience Touchpoints
We built in feedback and check-in touchpoints 2 weeks and 2 months after installation to gather insights, resolve early concerns, and keep Diwa top of mind.

The Results (in 6 Weeks)

• In just 90 days:
• Maintenance bookings increased by 42%
• Customer referrals tripled
• Diwa’s customer lifetime value (CLV) increased significantly
• The team reduced reliance on cold outreach and started seeing organic growth through retentionommunity engagement

Key Takeaway

Customer loyalty doesn’t need a fancy app or expensive software. For Faiz Kiddies, what worked was making parents feel seen, appreciated, and part of a caring brand. With the right tools and strategy, even small fashion brands can turn one-time buyers into loyal fans.