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Unified Online-Offline Data View: Integrated point-of-sale transactions with e-commerce and digital channels to eliminate in-store customer identification blind spots.
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Expanded Multi-Channel Reach: Transitioned from single-channel email campaigns to coordinated workflows across push notifications, triggered emails, and WhatsApp.
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Data-Driven Segmentation: Enabled targeted messaging based on customer preferences, channel reachability, and historical purchasing habits.
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Seamless Omnichannel Experience: Established a framework to guide customers between physical stores and online channels through contextual communications.
SPORTS & GAMING
How Holdsport Group Bridges Online and Offline Data to Build a 360-Degree Customer View with MoEngage
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ABOUT HOLDSPORT
The Holdsport Group comprises a portfolio of assets which incorporates retail, wholesale, manufacturing, distribution and e-commerce businesses focused on the sport, outdoor and recreation sectors.
Holdsport’s journey into the life of an average South African family began in 1986 when the first Sportmans Warehouse opened its doors to the public in Rondebosch, Cape Town. The Group has since become the leading specialist sports and outdoor goods retailer, trading countrywide through the Sportsmans Warehouse and Outdoor Warehouse brands.
What MoEngage offers is a holistic campaign system with multichannel options that allow us to reach customers across channels. And I think that was one of the key points that sold us on the system is that it provides a very straightforward way to understand the customer, understand where they're reachable, and understand how and when to reach them and with what content.
Edward Duckitt
Group Head of E-commerce at Holdsport Group
Business Challenge & Objective
While Holdsport maintained a massive customer reach and mature offline store footprint, the organization faced a critical blind spot: the inability to capture customer identification data inside physical stores.
In-Store Identification Gap: Physical retail stores operated without a system to identify individual shoppers or capture point-of-sale data for customer profile building.
Disconnected Online and Offline Data: Holdsport lacked a mechanism to link physical store transactions with e-commerce browsing behavior, email engagement, or social media activity.
Single-Channel Reliance: Direct customer marketing relied almost exclusively on email campaigns, limiting touchpoints across other digital channels.
Unclear Buying Behaviors: The team could not track whether customers bought exclusively online, exclusively in-store, or across both channels, making cross-channel engagement difficult.
MoEngage Solution
To bridge the gap between in-store transactions and digital interactions, Holdsport selected MoEngage as the unified integration layer across its data systems.
1. Integration of Online and Offline POS Data
Using APIs and custom integrations, Holdsport connects point-of-sale transactional data directly into MoEngage. Marrying store purchase history with e-commerce, social media, and email engagement data allows Holdsport to build complete profiles of customer buying behaviors.
2. Multi-Channel Campaign Orchestration
Holdsport expanded beyond single-channel email workflows by implementing MoEngage’s multi-channel execution system. The team orchestrates campaigns across triggered emails, push notifications, and transactional WhatsApp messaging to reach customers on their preferred channels.
3. Phased Rollout and Workflow Optimization
To maintain consistency during onboarding, Holdsport first replicated its established email workflows in MoEngage to warm up the system. As marketing teams became familiar with the platform, Holdsport scaled into multi-channel journeys guided by customer preferences and segmentation data.
4. Connected Store-to-Online Customer Journeys
By combining in-store purchase records with digital behavioral data, Holdsport designs marketing flows that connect physical stores with e-commerce touchpoints. This approach provides a natural, unified brand experience across all customer interactions.
Products Used
Customer Journey Orchestration
Create unique, seamless experiences at every stage of your customer’s journey.
Create personalized emails that land in-the-box.
Push Notification
Reach customers at the right time using AI-powered, targeted, push notifications.
Trigger interactive conversations with quick replies and contextual CTAs on WhatsApp.
The Result
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About MoEngage
MoEngage is the agentic customer engagement 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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