About innogy go!
innogy go! is a carsharing platform offering quick and easy access to 500 electric vehicles in Warsaw, Poland. All user interactions are carried out entirely via a mobile app — making it a fully digital, mobile-first product.
The innogy go! fleet is 100% electric and covers two vehicle types: the BMW i3, available to all app users, and the premium BMW i3s, reserved for the most active innogy go! customers at the same price point.
The Challenges
The primary objective for the innogy go! team was to implement a robust CRM capable of aggregating customer journey data from multiple disparate sources into a single, unified system — giving them a comprehensive view of user behavior to deploy sophisticated automations at the most opportune moments.
Additionally, the team needed to optimize registration completion rates (a key challenge for a digital product requiring more data than typical e-commerce sign-ups) and strategically increase the number of recurring customers.
Why Positive User
innogy go! chose Positive User to serve as the technological backbone for their data-driven customer relationship strategy. Key requirements included:
- Unified data architecture — a central system aggregating fragmented customer journey data from mobile app, web, and CMS into one comprehensive view
- Advanced technical flexibility — deep integration via REST API and a mobile SDK to sync with their complex carsharing infrastructure
- Real-time marketing agility — the ability to deploy automations that react instantly to user behavior at the most effective moments
- Conversion optimization — proven tools to target registration drop-offs and improve sign-up funnel conversion rates
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How Positive User Helps
The platform is used daily to transform raw data into high-performing engagement campaigns:
- Automated registration recovery — by tracking incomplete sign-ups, reactivation campaigns successfully recover 6% of all finalized registrations every month
- High-engagement onboarding — a precisely timed welcome sequence achieves an impressive 58% average open rate on its initial message
- Behavioral email targeting — advanced segmentation ensures every email campaign maintains an open rate above 30% by reaching only the most relevant users
- Custom data enrichment — user profiles are automatically enriched with business attributes such as rental history and coupon usage, directly from their CMS
- Mobile SDK implementation — in-app behaviors are tracked via the mobile SDK, ensuring mobile-first users receive the same personalized experience as web users
Goals & Achievements
- 58% onboarding open rate — initial onboarding messages achieve an exceptional open rate, demonstrating the immediate value delivered to new users
- 30%+ open rate across all campaigns — precise targeting and behavioral triggers maintain consistently high engagement
- 6% of new clients from recovery campaigns monthly — abandoned registration campaigns now contribute a meaningful and recurring share of new customer acquisition
- Deep technical integration — as one of the most advanced users of the platform, innogy go! successfully connected multiple internal systems via REST API and mobile SDK
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