Company enhances its customer engagement; beats market benchmarks in performance

MoEngage, an insights-led engagement platform has enabled Middle-East’s premium retail brand Azadea Group to drive omnichannel personalization and real-time customer engagement across the customer’s digital buying journey with its Hyper-Personalization solution suite.

As part of the collaboration, Azadea group leverages MoEngage’s AI-powered customer journey orchestration, personalization capabilities, and in-built analytics, to craft a truly seamless shopping experience for its customers at scale across mobile, email, web, SMS, and other messaging channels.

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Azadea required unified customer data to provide the best shopping experience and offer deep customer insights based on customer needs across geographies and demographics. It lacked the ability to execute ‘hyper-personalization’ at scale and across touchpoints.

The purpose was clear: to install an omnichannel platform based on an insights-led engagement strategy and get a 360° view of their customers. This was achieved by building a data warehouse to understand customers at every stage, creating end-to-end customer engagement campaigns, and improving conversions and purchases using personalized communication.

“We were looking for a CDP (customer data platform) which can work as an omnichannel CRM tool and support multi-channel communication and analytics,” says Mr. Shaheer Usmani, Head of E-commerce Marketing for Azadea Group. After reviewing various platforms offering all these features, Azadea zeroed in on MoEngage’s insights-led customer engagement platform.

With this partnership in place, Azadea performs all of its data analysis and campaigns from MoEngage’s single platform. This not only negates multiple data creations but also helps the brand move away from a campaign-centric approach towards a customer-centric strategy.

“Adopting a hyper-personalized marketing strategy powered by data and AI gives us the instant capability to see, react, and choose personalized actions based on a customer’s profile,” says Mr. Abhishek Tiwari, Manager CRM at Azadea Group.

The team also opted for an omnichannel integration of SMS and WhatsApp as offline transaction channels.

“We are excited about being part of Azadea Group’s transformation journey & power their vision of delivering exceptional customer experience”, said Raviteja Dodda, CEO & Co-founder, MoEngage. “It is humbling to know that the implementation has reduced churn and increased repeat purchases across the customer’s digital buying journeys,”

Azadea has seen noticeable changes after this implementation, beating market benchmarks: follow-up purchases using trending products and back-in-stock products, reduced cart abandonment using price drop alerts, cross-sell using new products with special prices and sending out daily communication on low-stocked products.

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