Customer Engagement Deep Dive: How to Build Personalized Cross-Channel Journeys
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Tata Capital is focused on driving a long-term strategy for customer engagement, built on three main pillars: Automation, Personalization, and Insights Marketing. Their goal is to provide a seamless, contextual, relevant, and timely customer experience across all touchpoints, including their website, mobile app, communication channels (SMS, email, WhatsApp, RCS, and IVR), and contact center. The brand has meticulously mapped the full customer journey, from initial product search to retention.
Tata Capital's customer engagement strategy is built on the core pillars of Automation, Personalization, and Insights Marketing. To truly execute this vision across their vast customer base, they needed to overcome two main hurdles:
Scaling Personalized Experiences: Their existing infrastructure and reliance on manual workflows presented a limit to how fast and deeply they could personalize critical customer communications across multiple channels.
Data Silos to Unified Insights: To achieve its goal of providing contextual, relevant, and timely interactions, Tata Capital required a powerful platform that could unify data from its five distinct internal databases to create a single, actionable 360-degree customer view.
MoEngage has been a partner for us for over three years, and it's one of the most important growth levers we have in terms of driving retention, repeat usage, conversion, and personalizing the customer discovery. Using MoEngage has drastically reduced our go-live time from days to real-time, which has helped us shape customer behavior and market dynamics. Our automation, our personalization, and our consistent communication need a platform like MoEngage.
Tata Capital strategically selected MoEngage as its core CDEP to execute its vision for automated, real-time engagement. The team drove the following transformative implementation:
1. Unified Customer Data: Tata Capital leveraged MoEngage’s data capabilities to successfully consolidate data from five different internal systems, achieving the required 360-degree view necessary for precise segmentation.
2. Real-Time Engagement Strategy: The team implemented MoEngage to automate the transfer of their first-party data and response data loops, transitioning campaign execution from manual, multi-day workflows to fully automated, real-time deployment.
3. Omnichannel Personalization at Scale: This data foundation enabled Tata Capital to run highly personalized omnichannel campaigns (WhatsApp, SMS, email, push) that directly support their marketing pillars, ensuring every customer interaction is timely and relevant.
The implementation of MoEngage has been instrumental in transitioning Tata Capital’s marketing and communications from manual and slow to automated and real-time.
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MoEngage is an insights-led platform trusted by 1,350+ global brands like McAfee, Flipkart, Domino’s, Nestle, Deutsche Telekom, and more. MoEngage’s powerful analytics, personalization, and AI capabilities give a 360-degree view of your customers and help you create journeys across digital channels.
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