About The Brand

The Brief

One Digital Mandate: Build the Infrastructure That Turns a Relaunch Into a Retention Story.

The Brief came to us with one clear directive: give Lotto’s India relaunch the digital infrastructure to match its ambition. Two priorities drove everything that followed. First, expand customer engagement from a concentrated conversion window to every meaningful stage of the funnel. Second, activate the brand’s full audience, including visitors who had not yet identified themselves, so no intent signal goes unaddressed.

Lotto had the product, the repositioned brand, and an audience ready to engage. The strategy was built to ensure every signal from that audience was captured, acted on, and converted.

The Challenge

One Growth Frontier. The Full Customer Journey, Ready to Activate.

Scaling a relaunched brand in a high-growth category surfaces the most interesting strategic question of all: what becomes possible when the entire customer journey is built to perform? For Lotto, the answer came in three distinct growth dimensions.

01. Pre-Purchase Engagement, the First Frontier: Where Intent Lives Before the Cart Does

Customer engagement was concentrated at the conversion moment. With 8X retention contribution rate as the destination, activating users across pre-purchase and consideration stages was the clearest route to broader funnel performance and the growth that followed.

02. Multi-Stage Drop-Off Recovery: Every Exit Point Is a Re-Entry Waiting to Happen

Product viewers, cart abandoners, and checkout drop-offs each represented a distinct and recoverable growth opportunity. Recovering intent at different stages of the funnel, not just at cart level, was the unlock that contributed to 2.6X order growth across the engagement period.

03. Post-Purchase Momentum, the Stage That Compounds: Because the First Purchase Is Just the Opening Move

Sustaining customer engagement beyond the initial interaction was the third dimension. Building this stage into the strategy was a direct contributor to 2.75X growth in returning users and ensured the brand relationship did not end at the first purchase.

Strategy Implemented

Three Moves. One Direction. Full-Funnel Growth at Every Stage.

Every decision guided by one ambition: a retention ecosystem that engages customers at every stage of the journey, not just the point of purchase, and scales as Lotto’s India presence grows.

01. Lifecycle-Driven Retention, End to End: Building the Journey to Perform at Every Stage, Not Just the Last One

Retention expanded from a checkout-only focus to a full end-to-end journey, engaging product viewers, cart abandoners, and checkout drop-offs across every funnel stage. We built it so every customer, wherever they stood in the funnel, had a relevant and timely touchpoint waiting for them, driving 2.6X revenue and 2.6X order growth.

02. Automated Multichannel Recovery Flows: Turning Every Touchpoint Into a Consistent, Revenue-Driving Signal

Multichannel messaging and automated cart recovery flows drove sustained shopper engagement across every touchpoint. Consistent outreach at every stage of the journey became the infrastructure we put in place, and it became a primary driver of the 8X retention contribution rate achieved month on month.

03. Anonymous Visitor Targeting, the Upstream Advantage: Bringing the Funnel All the Way Back to the First Interaction

Anonymous user identification and engagement capabilities were activated at the top of the funnel, enabling early-stage tracking to capture richer first-party signals. Targeted outreach was then executed across channels to audiences that were previously out of reach, contributing directly to 2.75X growth in returning users.

Execution Framework

The Architecture That Powered Lotto’s Full-Funnel Transformation.

Each layer chosen to close a specific gap in Lotto’s customer engagement model, built for precision at the strategy layer and sustained performance at the execution layer.

The Results

What Full-Funnel Retention Delivers When the Entire Journey Is Built to Convert.

Month on Month Average Growth: July 2025 to December 2025.

When a Brand Built for Movement Gets a Retention Strategy That Keeps Pace With It, This Is What the Journey Looks Like.

Lotto did not need a different product or a different audience. It needed a digital customer journey architecture as considered as the relaunch that brought it back to India.

The funnel expansion, the multichannel recovery flows, the anonymous targeting activation: every piece was designed to connect Lotto’s product strengths to its customers’ real behaviour at every stage, not just the final step.

The outcome is a retention system that builds on every interaction rather than capturing only a fraction of them. One that grows with the brand as Lotto’s India presence continues to scale.

That is the kind of infrastructure Lyxel&Flamingo brings to a relaunch. And the standard it carries into every performance-driven brief that follows.

The Outcome

Lotto’s India Digital Presence Now Runs at the Full Pace of the Brand.

Full-funnel lifecycle architecture. Anonymous visitor targeting at scale. Multichannel automation built around real intent signals at every stage. What started as a conversion-window-centric model is now a retention ecosystem operating across the complete customer journey, from the first anonymous browse to the returning loyal customer.

Every metric reflects the same finding: when a brand with the right product and the right position gets a digital journey built to match its ambition, growth follows at every stage and compounds with every interaction.