TELECOM | ENGAGEMENT

How Batelco Personalized Engagement to Increase App Users by 35%

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77%

Uplift in Average MAUs

241%

increase in Push Notification CTR

ABOUT BATELCO & BEYON

Batelco, a company by Beyon, is the leading telecommunications provider in the Kingdom of Bahrain. Batelco serves the consumer, enterprise and global markets by providing cutting-edge connectivity solutions.

Beyon is a leading technology conglomerate headquartered in Bahrain, strategically positioned to serve the growing digital needs of the region and beyond. Beyon is focused on building a thriving international digital portfolio spanning various sectors like financial services, ICT solutions, cybersecurity, gov-tech, and more.

Single View of Communication and Event-based Campaigns Remained a Top Priority for Batelco

Batelco recognized the importance of enhancing its engagement capabilities to build seamless customer experiences. To achieve this goal, they utilized various channels such as Email, SMS, and Push notifications, ensuring diverse options for engaging with customers.

The brand realized that using multiple channels created a limited view of customer interactions across these channels.

With a bold and strategic vision, they aimed to onboard an omnichannel marketing platform to unify their communication channels, improve customer engagement, and build seamlessly personalized customer experiences.

In today's competitive landscape, understanding and engaging with our subscribers on a deeper level is critical. Our customer interaction data was scattered across multiple systems and channels, hindering our ability to glean valuable insights. Partnering with MoEngage, enabled us to centralize customer interaction data, personalize our communications, and drive meaningful interactions. This has empowered our marketing team to make better data-driven decisions and drive measurable business impact.

Kamran Bader

Group Director Data & Analytics, Beyon

We constantly strive to find innovative ways to connect with our customers and drive brand loyalty. MoEngage has helped us unify our marketing communications on one platform. We can now deliver personalized communication across all touchpoints, creating seamless customer journeys that resonate with our customers by leveraging their preferred times and channels. This has resulted in a significant boost in customer experience leading to increased customer engagement and retention.

Dalia BuQais

Head of Marketing Communications, Batelco

Omnichannel Journey Orchestration Helps Batelco Drive Conversions

After onboarding and successfully migrating to MoEngage, Batelco created omnichannel customer journeys that leveraged different channels of communication, such as push notifications, emails, and SMS. Each customer's journey was unique based on their preferred communication method.

The types of campaigns they focused on were:

Retention Campaigns
Conversion Campaigns
Up-selling and Cross-selling

Understanding Preferences and Adopting a Multichannel Approach With Journeys

Post seeing the success of engagement across individual campaigns, Batelco started leveraging other capabilities of MoEngage, like Best Time to Send and Channel Preferences.

With the help of this data, they built event-triggered journeys. Due to Batelco's ability to slice and dice data and create specific segments, it became easy for them to create these journeys.

Additionally, using insights around the best time and channel, led the telecom brand to achieve higher conversion rates.

Building Campaigns Based on Geolocations

Batelco, being the largest telecom provider in the country, developed a location-based campaign to engage with its customers at pre-defined locations.

Location data was easily integrated with MoEngage to enable event-triggered campaigns based on customer location.

As an example, customers at the airport were pushed personalized notifications about Roaming add-ons before they travel out of the country.