Ospree Duty Free, located in Mumbai’s international airport, partnered with Voiceback Analytics to revolutionize its promotional strategy. With high footfall but limited personalization, Ospree sought to move beyond traditional discounting and deliver tailored, real-time offers to travelers. The result: a cutting-edge Dynamic Promotion Engine powered by Microsoft Azure that transformed customer engagement and boosted conversions.

Despite strong traffic, Ospree’s one-size-fits-all promotions lacked relevance for individual shoppers. The company needed a smarter way to engage passengers, one that considered their preferences, purchase history, and real-time store promotions. The goal was to create a dynamic, data-driven retail experience that would increase conversion rates and customer satisfaction. “The dynamic promotion engine has completely transformed our customer engagement. The ability to personalize offers in real-time has significantly boosted sales and customer satisfaction,” said Shah Nawaz Khan, COO, Ospree Duty Free.

Voiceback Analytics delivered a Dynamic Promotion Engine that personalizes offers using real-time profiling. Customers simply scan a QR code and enter basic details (passport, name, phone number). Instantly, they receive tailored offers via SMS, WhatsApp, and web. Built on Microsoft Azure, the solution leverages Azure’s scalable cloud infrastructure and services to process data quickly and securely. Sheel Vora, Digital Projects Lead at Adani Airports states, “Thanks to the seamless integration of Azure, we can now scale our promotional efforts effortlessly. The security and speed of the cloud make our campaigns run smoother than ever before.”

The solution delivers real-time personalization by analyzing each customer’s purchase history in conjunction with ongoing in-store promotions, ensuring that every offer is timely and relevant. It supports multi-channel engagement by delivering these personalized promotions through SMS, WhatsApp, and web platforms, meeting customers where they are most active. Intelligent profiling capabilities are built into the system to continuously optimize engagement strategies based on evolving customer behavior. Additionally, the entire solution is deployed on Microsoft Azure, providing a secure, scalable cloud infrastructure that ensures high performance and seamless integration across systems.

The implementation of the Dynamic Promotion Engine at Ospree Duty Free in Mumbai led to a measurable 22% increase in customer conversions, demonstrating the effectiveness of personalized, real-time engagement. Campaign rollouts became significantly faster, and manual effort was reduced through automation, allowing the marketing team to focus on strategy rather than execution. Sheel Vora shares, “With the power of Microsoft Azure and Power BI, we gained insights into our customer behaviors, allowing us to optimize every promotion and drive better business outcomes.” Customers responded positively to the relevance and timeliness of the offers, resulting in improved satisfaction and stronger brand loyalty. Additionally, the solution’s deployment on Microsoft Azure ensured seamless scalability and robust security, supporting Ospree’s growth without compromising performance.

By combining Voiceback’s intelligent promotion engine with Microsoft Azure’s robust cloud capabilities, Ospree Duty Free has set a new benchmark in personalized retail engagement. The solution not only drives loyalty and sales but also redefines how airport retailers can connect with travelers in real time.