š„ The Customer Engagement Book: Adapt or Die.
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Launched in 2016, Jenius is a full-service digital bank by SMBC Indonesia, a member of the SMBC Group. Jenius’s motto is customer-centricity, and it empowers consumers with actionable, data-driven insights and innovative tools to manage their lives and finances better.
Jenius launched the first credit card in Indonesia with real-time point redemption for mileage, e-wallet balance, and shopping points. Jenius also offers wealth management (investment and micro-insurance) services.
Jenius was sending generic push notifications using Google Firebase. The disadvantage of this approach was multifold- they couldnāt personalize the campaigns, did not understand how their campaigns were faring, and couldnāt find ways to optimize them. Since Jenius relied on Firebase to send push notifications, they couldnāt automate customer engagement. Additionally, the segmentation process was completely manual. The lack of automation and segmentation capabilities stopped the team from more speedy execution.
Financial institutions in Indonesia must comply with rules from the Indonesian Finance Authority (OJK) guidelines. OJK guidelines mandate that banks and financial institutions locate their data and disaster recovery centers in Indonesia.
Considering the stringent security requirements for a large-scale digital bank like Jenius and the presence of MoEngage's data center in Jakarta, the marketing team trusted MoEngage as the platform suited for their goals and business objectives.
Some aspects of Implementation Support that worked well for Jenius include:
1. Project ManagementāA structured implementation workflow with predetermined timelines for security testing, onboarding, and periodical connections with the Steering Committee helped stakeholders across multiple functions in the Jenius team manage expectations and plan their everyday activities better.
2. Data DesigningāThe Presence of a data management dashboard helped the marketing and product teams at Jenius understand the core user attributes and user events they can utilize to solve various business use cases that directly impact the marketing funnel. The data design ensures that the teamās marketing efforts are optimized.
3. Faster SDK Implementation and Partner IntegrationsāPredefined timelines and support from MoEngageās implementation team, consisting of the Implementation manager and dedicated customer success manager (CSM), helped the Jenius team seamlessly implement the SDK and FB and Google Ad Audiences to the MoEngage dashboard.
With MoEngage, Jenius takes all campaigns live faster than ever before. Jenius can now segment its audience base in real-time and periodically add additional customer attributes through SFTP File Imports, reducing go-live timelines and creating richer customer attributes. This will eventually improve customer engagement, revenue, and retention.
MoEngage is an insights-led platform trusted by 1,350+ global brands like McAfee, Flipkart, Dominoās, Nestle, Deutsche Telekom, and more. MoEngageās 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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