How GoTyme Transformed Banking for 3 Million+ Customers | MoEngage

How Philippines’ Fastest Growing Bank, GoTyme, Unified 3 Mn+ Siloed Customers

customer touchpoints automated
1 month to 1 hour
reduction in average campaign execution time
About GoTyme Bank case-study-brand-logo

GoTyme Bank, a regulated bank by the Bangko Sentral ng Pilipinas, is a joint venture between the Gokongwei group of companies and the multi-country digital banking group Tyme. Powered by the extensive ecosystem of the Gokongwei Group, customers can bank where they shop, eat, and relax. Through its award-winning mobile app, kiosk, and debit card, the bank offers products and services built around security, simplicity, and beauty that open up new ways of saving, spending, investing, and managing its customers’ money.

Business Challenge

GoTyme Bank was let down by outdated and expensive legacy platforms with limited engagement capabilities, reach and campaign execution. They were also too many time-consuming manual processes and insights were far and few. Additionally, the absence of a unified customer view dashboard to view common customer insights which was critical to their KPIs.

But GoTyme Bank's team knew the areas that needed improvements and set their goals to automate engagement, unify scattered databases in the company, and decrease dependency on external teams. To scale at growth, they also knew they had to leverage a customer engagement platform's (CEP) capabilities like segmentation, personalization, analytics, etc.

They wanted to expand their reach to ensure every customer felt like they had a personal banker in their pocket.

Business Challenge

From 1 month to 1 hour - By leveraging MoEngage’s capabilities, we’re now able to execute campaigns faster than ever before, significantly boosting operational efficiency and growth!

Jamil Fabia
Jamil Fabia
Digital Growth Manager, Strategy & Proposition

MoEngage Automated Flows (Customer journey orchestration) has been a game-changer for us. It boosted our overall customer conversions by 37% and took away the mundane and repetitive manual efforts, allowing us more time for planning and strategizing to drive customer, revenue and business growth.

Erwin Gavino
Erwin Gavino
Customer Lifecycle Marketing Lead

MoEngage feels truly global due to the sheer number of physical branches available and delivering 2 trillion+ messages per month across the world. The super-easily reachable local support feel like they truly care about their customers.

Erwin Gavino
Geli Angeles
Head of Growth Marketing
Building a World Class MarTech Stack

While evaluating different platforms, their #1 priority was to make sure the marketing automation solution would have the best capabilities in:

- Security and Compliance
- Data Integration and Accessibility
- Automation, Analytics and Reporting
- Omnichannel Engagement
- Cutting Operational Costs and Driving Revenue

Based on these criteria, they evaluated a group of platforms and chose MoEngage as their trusted marketing automation partner.

Automating Every Step of the Customer Journey

GoTyme Bank were now able to set up automation-triggered points in the customer journey and get real-time reports without depending on external teams. Using the drag-and drop builder, they were able to create campaigns quickly and go-live in very little to no time.

The first touch-point in the customer journey didn't start with registration. For any questions the customer had even before registration, GoTyme Bank were resolving queries that moved their customers down the funnel.

Using MoEngage Flows, they found out what the exact drop-off points were in their customer journey. They then provided timely and relevant touch-point communications through the channels and format their customers most likely enjoyed consuming.

Unifying Data and Turning it Into Actionable Insights

After unifying the multiple siloed databases with over 3 million customers accounts for, GoTyme Bank leveraged MoEngage's in-depth analytics to make insights-driven business decisions.

They were now able to scale their business growth using MoEngage. However, they still found room to optimize by creating a segment of their inactive customers. Targeting this dormant cohort with personalized emails, they were able to bring them back onto the platform and convert them to active customers.

Additionally, they were also able to use custom dashboards to understand parts of the bank's processes where informative dashboards weren't previously available at all.
Products Used
Customer Insights & Analytics
Create omnichannel, personalized experiences using AI-powered insights and analytics.
Customer Journey Orchestration
Create unique, seamless experiences at every stage of your customer’s journey.
Push Notification
Reach customers at the right time using AI-powered, targeted, push notifications.
The Results

Using MoEngage, GoTyme Bank was able to shake up the banking landscape in the Philippines by:

  • Reducing campaign execution time from 1 month to 1 hour
  • Reactivating 10% of dormant customers
  • Scaling personalized engagement, averaging 14.53 million push notifications impressions and 5.57 million in-app messages every month.
  • Beating industry benchmarks for average email open rate at 34.28%
  • Boosting MAUs by 93.36% and DAUs by 65%