Provident Builds Campaigns in Minutes and Reactivates 8% of Dormant Customers Weekly

The Solution

The team needed real-time capability, automation at scale, and measurement they could trust across four markets: Poland, Hungary, Romania, and the Czech Republic. They evaluated more than ten vendors, shortlisted three, and chose MoEngage. The migration moved over four million user profiles onto one platform. Building campaigns and creating audiences became simpler and faster. What used to take at least a week now takes about fifteen minutes for a straightforward campaign. Setting up a segment used to mean stacking calculation fields. Now it takes two or three attributes. And in Hungary, one flow replaced twelve separate campaigns.

Here is how the lifecycle program now runs with MoEngage:

Conversion at the moment of intent

Provident can now identify a known customer on its website in real time. With the customer's consent, MoEngage matches the visit to their profile and reads it as a signal of intent. Instead of pushing an offer to a million-record database, the team targets the hundred or so people actually shopping for a loan right now. The same data drives the exit-intent pop-up. When a visitor moves to leave, MoEngage serves a personalized message and can offer a relevant second product on the spot, such as insurance alongside a loan. This was a net-new capability, since the team could not run on-site campaigns before. A pop-up takes five to ten minutes to build, and against a control group it keeps up to 30% more visitors on the site, which means more applications.

Reactivation that recovers revenue from a dormant base

Provident has 25 years of former customers. Reaching them used to depend on agents, which does not scale. Now it runs automatically. Weekly cohorts go out across SMS, email, and the call center, with contact rules that control frequency and follow-ups that switch channels when the first attempt goes unanswered. Those campaigns convert up to 8% every week. That is lower than the 30% rate among active customers, but it is recovered revenue from a base that was out of reach before.