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BANKING & FINANCE | ENGAGEMENT

How Sanlam Drives Lead Conversion and Contextual Engagement Across 1M+ Monthly Web Visitors Using MoEngage

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1M+

Monthly Website Visitors Re-Engaged

40+

Daily Self-Service Marketing Campaigns

360°

Unified Customer View Across Business Units

Sanlam
About Sanlam

Sanlam is a client-focused, integrated financial services group headquartered in South Africa. Established in 1918, Sanlam is the largest insurer in Africa with a trusted brand built over more than a century. Today, the group operates across 29 countries in Africa and Asia, serving over 96 million lives with over R1.7 trillion in assets under management.

Sanlam offers a comprehensive financial ecosystem designed to meet client needs across their lifetimes. Its diversified solutions span life insurance, general insurance, asset and wealth management, corporate benefits, retail credit, healthcare, wills and estates, financial planning, and loyalty and rewards programs.

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The Opportunity

Sanlam managed customer interactions across multiple business units and product offerings. To further elevate the customer experience, Sanlam identified opportunities to modernize its engagement tools and streamline campaign workflows:

  • Channel Integration: Unifying campaign management across Email, WhatsApp, and SMS into a single ecosystem to provide full visibility into cross-channel customer interactions.
  • Customer-Centric Data View: Transitioning from an internal product-focused lens to a comprehensive, outside-in view centered on overall customer behavior and touchpoints.
  • Agile Marketing Execution: Empowering marketing teams with self-service capabilities to design and deploy campaigns directly, reducing reliance on data and engineering support.
  • Website Re-Engagement: Enhancing capabilities to track website visitors and seamlessly re-engage them with relevant content tailored to their browsing history.
  • Managing Multi-Product Journeys: Tailoring messaging for clients who engage with multiple Sanlam products simultaneously, ensuring every communication aligns with the customer's specific stage across each product lifecycle.

    • The Opportunity

    MoEngage was our first choice because of the way it brought together engagement across all our channels, email, WhatsApp, SMS and it enabled us to see a single customer view across all those touchpoints.

    Kelly Driscoll
    Kelly Driscoll

    Head of Demand Generation, Sanlam

    MoEngage gave us a well-rounded experience because it was great product with a great sales experience. The team were just so supportive through it, and also were able to talk to the team about the methodologies, not just the features, how can I use it to actually change my business and improve our customer journeys.

    Dasha Naidoo
    Dasha Naidoo

    Product Lead – Rewards and Loyalty, Sanlam

    MoEngage Solution: Unifying Customer Profiles Across Business Units

    Sanlam partnered with MoEngage to consolidate fragmented customer data from multiple business units into a single Customer Data and Engagement Platform (CDEP). Instead of viewing interactions through an internal product lens, Sanlam established an "outside-in" model that tracks customer attributes, real-time activity, and product adoption in one place.

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    Multichannel Journey Orchestration

    To replace static broadcast emails, Sanlam connected Email, WhatsApp, and SMS touchpoints within a single execution layer. Marketers gain complete visibility into cross-channel user interactions, ensuring customers receive synchronized communications rather than repetitive messages across separate channels.

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    Web Personalization and Visitor Re-Engagement

    Sanlam deployed real-time behavioral tracking across its digital touchpoints to capture intent from over 1,000,000 monthly website visitors. The platform recognizes returning users based on prior browsing history, presenting tailored content that guides users along their financial journey and nudges them toward lead submission.

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    Contextual Nested Lifecycle Management

    Recognizing that a single client can hold multiple products at different lifecycle stages, such as onboarding for insurance while maintaining loyalty for credit, Sanlam uses MoEngage to manage overlapping journeys. The system evaluates a customer’s full brand context to deliver the most urgent and relevant message at any given moment.

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    Marketer Self-Service and Execution Speed

    Sanlam transitioned campaign creation directly to its marketing teams, eliminating dependencies on data and engineering groups. With an intuitive interface, marketers can build and deploy up to 40 daily campaigns independently, significantly accelerating time-to-market.

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    Products Used

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    Email

    Create personalized emails that land in-the-box.

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    Website Personalization

    Engage and convert visitors with personalized website experiences according to preferences, affinities, and behavior.

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    WhatsApp

    Trigger interactive conversations with quick replies and contextual CTAs on WhatsApp.

    The Result

    • 40+ Daily Campaigns: Empowered marketing teams to build and launch high-volume campaigns independently without engineering delays.

    • 1M+ Visitor Reach: Enabled personalized tracking and re-engagement strategies across 1,000,000+ monthly site visitors.

    • 100% Cross-Channel Visibility: Unified Email, WhatsApp, and SMS touchpoints into a single, 360-degree customer profile.

    • Contextual Journey Orchestration: Shifted from linear product messaging to dynamic, real-time customer lifecycle engagement.

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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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