Challenge: Scaling NRR with fragmented data

Shopflo powers checkout experiences for over 1,200 e-commerce and D2C brands. Sustained growth brought a new challenge: how to drive revenue at scale by upselling and cross-selling the right products, to the right merchants, at the right time.

But as the product lineup grew, so did operational complexity. The challenges were:

• Fragmented Data: No single place to see customer health, product usage, support issues, and payment behavior. Insights were buried in different tools.

• Manual Execution: Even the best campaign ideas got stuck, executing a lifecycle journey or targeted campaign required endless back-and-forth across platforms and teams.

• Scaling Net Revenue Retention (NRR): The core mandate was to grow revenue at scale through upselling and cross-selling, but fragmented data and disconnected systems made it difficult.

Solution: Sortment unified all customer data and provided actionable insights

Instead of hiring or building custom integrations, Shopflo turned to Sortment. In a single day, every customer’s full journey, sales, support, billing, all appeared in one place.

Sortment delivered:

• Customer 360: Instantly combined sales, support, and billing data for a unified customer view.

• Churn Signals and Retention Automation: Sortment AI flagged users at risk (e.g., inactive for 20 days, spike in support queries, unpaid invoices). Targeted journeys followed, automatically.

• Campaign Velocity: Marketers could test, launch, and iterate on lifecycle campaigns and product adoption ideas, effortlessly.

“We plugged in Sortment and by the end of the day, every customer touchpoint was together. Sortment’s AI surfaced churn-prone users so we could act before they left.”

- Divyeshwari Singh, Product Marketing Manager, Shopflo

Use cases unlocked: Churn prevention and smarter campaigns

• Automated Churn Prevention: Sortment enables Shopflo to instantly identify customers at risk of churning, based on inactivity, missed payments, or rising support tickets. Automated journeys target these users with personalized retention campaigns, reducing churn and stabilizing revenue without manual monitoring.
  
  

• Smarter Upsell and Cross-Sell Campaigns: With all customer data unified, Shopflo’s marketing team launches targeted upsell and cross-sell campaigns tailored to each merchant’s behavior and purchase history. The result: higher engagement, improved conversion rates, and measurable NRR growth.

Results: Every idea gets tested and every customer gets a personalized experience

Shopflo’s marketing team transformed execution speed and impact:

• Retention at Scale: Automated churn detection and personalized journeys improved retention, without hiring a dedicated retention team.

• Unblocked Experimentation: Every idea could be validated and launched, not left on the shelf.

• 24/7 support: The Sortment team felt like an extension of Shopflo, always available for support and desired feature releases.