Zigi Increases User Retention by 40% Using MoEngage's Automated Flows | MoEngage
Adapt or Die: How the Resilient Marketer Survives 2026
Read Report
close-icon
Demo
BANKING & FINANCE | RETENTION

Zigi Increases User Retention by 40% Using MoEngage’s Automated Flows

case-study-banner-image
40%

Increase in User Retention

Zigi App
About Zigi

Zigi is a digital financial services app launched by Banco Industrial, Guatemala’s largest bank. It was created to modernize the traditional sector, which has low digital penetration, offering young people their first banking experience.

Zigi’s mission is to eliminate the use of physical money in everyday life and promote digital financial inclusion. The platform replaces complex processes with a simple experience, such as direct interaction via WhatsApp, making resource management more accessible and integrated into the user’s routine.

case-study-brand-image

What Zigi was looking for


Smart Segmentation: accurately identify different user groups to initiate relevant conversations. It was crucial to understand each person's behavior within the app in order to personalize communication.

Data Unification: consolidate all user-generated information into a single, centralized view.

Security and Compliance: As a financial institution, Zigi handles a huge amount of sensitive data. It was imperative to ensure that any solution adopted met the most stringent security and privacy standards.

What Zigi was looking for

The main points were the positive impact on customer retention, the ease of use for creating campaigns and flows, and comprehensive data management, features that allow Zigi to eliminate manual work and personalize the experience directly for each type of customer.

Francisco Amaya
Francisco Amaya

Marketing Own Media

Previously, we manually associated customer IDs with coupons. Now, MoEngage completely automates this process and even sends alerts about coupons that are about to expire or are low on stock, allowing us to manage our campaigns much more efficiently.

Francisco Amaya
Francisco Amaya

Marketing Own Media

How was the implementation process?


Francisco Amaya described choosing the ideal platform as the most challenging step. However, once the contract was signed, onboarding and training were quick and easy.

The main technical challenge during implementation was ensuring secure data sharing between Zigi's database and the MoEngage platform—an obstacle that was successfully overcome by MoEngage's technical team.

case-study-solution-featured-image

Flows and Churn Prevention


Before MoEngage, Zigi lacked personalization tools, which prevented it from creating specific actions for each user.

With the implementation of MoEngage, the company was able to create intelligent churn prevention flows that dynamically adapt to customer behavior. This personalization based on each user's individual actions was key to significantly improving customer retention rates.

case-study-solution-featured-image

Implementation of NPS


Zigi implemented NPS (Net Promoter Score) surveys through MoEngage. The platform proved to be much more agile for the UX team to create surveys and access data, compared to the previous SDK solution.

According to Kathy Santizo, UX Lead at Zigi, this change has significantly improved feedback collection, allowing the company to gather real-time insights immediately after a customer uses a product.

https://www.moengage.com/wp-content/uploads/6-26.png

Products Used

case-study-product-used-image

Customer Insights & Analytics

Create omnichannel, personalized experiences using AI-powered insights and analytics.

case-study-product-used-image

Customer Journey Orchestration

Create unique, seamless experiences at every stage of your customer’s journey.

case-study-product-used-image

Omnichannel Flows

Create connected experiences at every stage of customer journey across channels using Omnichannel Flows.

Results

Os principais pontos foram o impacto positivo na retenção de clientes, a facilidade de uso para criar campanhas e fluxos e os recursos abrangentes de gerenciamento de dados que permitiram à Zigi eliminar a análise manual de dados e a dependência de sua equipe de dados.

  • Transaction abandonment flow: recorded a 38% decrease compared to the control group.
  • Retention rate: grew 40% in the first quarter of 2025 compared to the second quarter of 2024.
  • Churn prevention flow: achieved a remarkable 34% increase in efficiency against user attrition compared to the control group, using segmentation based on the RF model.

Read More Case Studies From Latin America

Zigi App
  • Banking & Finance

Zigi aumenta retenção de usuários em 40% em um trimestre com fluxos automatizados da MoEngage
Imigrantes Bebidas
  • Retail & E-commerce

Como a Imigrantes Bebidas elevou conversão e personalização usando MoEngage
Allya
  • Banking & Finance

Como a ALLYA triplicou engajamento e ganhou eficiência com a MoEngage
Davi
  • Gen AI

Como o Davi alcançou uma taxa de abertura de 78% no e-mail com a ferramenta....
Share on Facebook Share on Twitter Share on LinkedIn

Products chevron-down

Industry chevron-down

Learn chevron-down

Compare chevron-down

Role chevron-down

Connect chevron-down

Support chevron-down

Footer image

About MoEngage

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.

MoEngage

© Copyright 2026 MoEngage. All Rights Reserved.

MoEngage Linkedin
MoEngage Com
MoEngage Youtube
MoEngage Facebook