ETBWS 2025: Education, retention and AI: Traya's holistic prescription

Time of India

2 days ago

Five years ago,
Traya Health
, a holistic hair loss solution, was born out of a deeply personal health struggle faced by co-founder Saloni Anand and her husband. What began as a quest for personal well-being has blossomed into a pioneering brand that challenges conventional wisdom in the hair care industry. Saloni shared Traya's science-first approach in a session at the ETBrandEquity
Brand World Summit 2025
.
The genesis of a solution
Saloni Anand, co-founder of Traya, recounted the origins of the brand. Her co-founder, armed with a biomedical chemistry background, embarked on extensive research to address his uncontrollable hypothyroidism. During this challenging journey, a surprising side effect emerged: his hair began to grow back.
"About two years later, we realised that this is something awesome, and everything out there in the industry is not able to grow hair, but we could, so there's some potential to explore this," Anand shared. This discovery spurred intensive research into hair science, revealing critical insights that would become the bedrock of Traya's unique approach.
Dispelling hair loss myths: Traya's foundational learnings
Traya's deep dive into hair science led to three fundamental revelations that shaped their model:
Diagnosis is key:
"We learned hair loss is genetic mostly, but has multiple types. Not everyone has hair loss because medically multiple types of it require diagnosis.'
Follicle potential:
Hair regrowth
is possible if follicles are still present, meaning it's achievable for most individuals not in very advanced stages of hair loss.
No magic bullet:
'There is no magic molecule for one product that can grow everyone's hair. It's a wider thing that's happening. It's more like diabetes than anything."
Analysing the existing hair industry, Anand observed, "More than 10,000 products on Amazon today sell with the label of hair fall and are topical. Selling you a shampoo, conditioner that has wrongful claims, promising 30-day results, sometimes even worse." This landscape, rife with superficial solutions, solidified Traya's mission: "We are here to grow hair, and we will do everything it takes to get that emphasis."
The "three sciences" model: Traya's holistic prescription
The first year was dedicated solely to building formulations. This led to Traya's distinctive model: a hair solution built on diagnosis and a holistic approach. The brand name, "Traya," is Sanskrit for "three sciences," embodying their core philosophy: Ayurveda, Allopathy (Dermatology) and Nutrition.
The consumer journey begins with an online diagnosis. The solution provided is a customised kit incorporating elements from all three sciences, including a diet plan, recognising that hair loss often stems from internal imbalances.
Initial skepticism from investors was high. Saloni and her husband launched Traya with personal funds. Six months later, with tangible results from their first critical trials, they secured their initial investment.
Breaking the rules: A D2C brand of the future
Traya today stands as a largely scaled, profitable brand, having served over 10 lakh Indians. A distinctive aspect of its D2C model is that 100 per cent of its revenue comes directly from its platform. "If you download the Traya app, take a long diagnosis. They buy a gift. If the consumer cannot choose which product they are buying. We tell them what they should buy," Anand stated, emphasising their doctor-led, personalised approach.
Eighty per cent of Traya's revenue comes from repeat customers. "This happened because we did not have the baggage of how," she noted.
Education, retention and AI: The pillars of growth
Anand highlighted three critical pillars for modern D2C success:
Believe in education:
Traya faced the challenge of educating consumers on why previous topical solutions had failed and why a holistic, science-backed approach was necessary. "Our journey from zero to one crore per month is really smooth. We really had to build these fundamentals," she revealed. This rapid scale was driven by a deep commitment to educating their audience. Traya's culture prohibits discussing competitor brands, focusing solely on their consumers. "The moment you do that and you just focus on your consumer, you have the ability to do something," she added.
Retention over acquisition:
Traya defines itself internally as a "habit building organisation," treating hair loss as a chronic disease. Their North Star metric is retention, supported by a data-tech engine and over 800 hair coaches who ensure adherence and usage. "Back in 2023, when we were having that growth chart, we reached a point where we saw retention numbers there, and we cautiously stopped all our marketing scale up," Anand disclosed. This move underscored their commitment to long-term customer success over short-term acquisition. "How can you be a D2C brand in 2025? That's not too little but is just too little today to differentiate. Can you add a service there? Can you add a community? How can you be more than just a product gone?"
Embrace AI:
While acknowledging AI as a buzzword, Anand firmly believes it will be a pivotal theme in brand building. Traya, despite its 800-person team, has already seen impressive results from integrating AI. "Three months ago, I took a mandate at Traya that no more tech hiring, and we are about since then, we have done zero tech hiring, and we've increased the tech productivity four times," she shared, emphasising the transformative power of AI in consumer evaluation, discovery and shopping.
Saloni Anand concluded by summarising her key takeaways for aspiring D2C brands: "Think more than product solutions. Think of efficiency. Think science, if your product works, everything else will fall in place. Think AI. Think of the review word and think of retention first."