Case study snapshot
Field | Details |
Customer | Aditya Birla Capital Digital |
Use case | D2C campaigns across SMS and WhatsApp |
Platform used | Helo.ai |
Key feature highlighted | WhatsApp Flows |
Main challenge | Scaling high-volume campaigns efficiently while controlling costs |
Operational concern | Post-sale service quality and turnaround time for technical issue resolution |
Key measurable outcome | 65% or more reduction in cost per appointment |
Business impact | Campaign volumes scaled over 18 months without a proportional increase in cost |
The challenge
As Aditya Birla Capital Digital scaled its D2C business across owned channels such as SMS and WhatsApp, campaign operations became increasingly demanding. The team needed to manage high campaign volumes efficiently while keeping communication costs under control.
In addition to campaign scale, post-sale service quality and the turnaround time for resolving technical issues were also important areas of concern. The business needed a platform that could support both performance and operational dependability across its D2C communication efforts.
The solution
Aditya Birla Capital Digital uses Helo.ai as its primary platform for SMS and WhatsApp-led D2C campaigns.
One of the most important use cases has been WhatsApp Flows, which allows customers to book housing loan appointments directly within WhatsApp. This reduces friction in the customer journey by allowing users to complete an important action without moving across multiple steps or channels.
Alongside WhatsApp Flows, the team also runs transactional and engagement campaigns at scale through Helo.ai across SMS and WhatsApp. According to the information shared, competitive pricing has also contributed to lowering overall D2C communication costs.
How Helo.ai was used
Helo.ai supported Aditya Birla Capital Digital in several practical ways:
- running SMS-led and WhatsApp-led D2C campaigns at scale
- supporting both transactional and engagement communication
- enabling housing loan appointment booking directly within WhatsApp through WhatsApp Flows
- helping manage campaign scale more efficiently across owned media channels
- supporting cost control across D2C communication activity
The results
The most significant measured impact was on cost per appointment.
Using WhatsApp Flows, Aditya Birla Capital Digital reduced its cost per appointment by 65% or more. Beyond that, the business also saw a tangible reduction in overall D2C communication spend through cost-effective SMS and WhatsApp usage.
Over the course of 18 months, the team was able to scale campaign volumes without a proportional increase in cost. This made the platform an important part of supporting D2C growth in a more efficient and cost-conscious way.
Key outcomes
- 65% or more reduction in cost per appointment
- lower overall D2C communication costs
- campaign volumes scaled over 18 months without a proportional increase in cost
Why this matters
For D2C businesses operating across owned channels, scale alone is not enough. Campaign efficiency, cost control, and lower-friction customer journeys are equally important.
This case shows how Aditya Birla Capital Digital used Helo.ai not only to run campaigns at scale, but also to make appointment booking more efficient through WhatsApp Flows and improve cost performance over time.
Closing statement
By using Helo.ai as its primary platform for SMS and WhatsApp-led D2C campaigns, Aditya Birla Capital Digital created a more efficient approach to scaling owned-channel engagement. With a 65% or more reduction in cost per appointment and the ability to grow campaign volumes over 18 months without a proportional increase in cost, the partnership delivered clear operational and commercial value.
