Tata Capital Achieved Real-Time Customer Engagement with MoEngage | MoEngage
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BANKING & FINANCE | ENGAGEMENT

Tata Capital Achieved Real-Time Customer Engagement with MoEngage

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Campaign Go-live Time

From Days to Real-time

Unified 360° Customer View

From 5 Distinct Internal Databases

Tata Capital
About TATA Capital

Tata Capital is focused on driving a long-term strategy for customer engagement, built on three main pillars: Automation, Personalization, and Insights Marketing. Their goal is to provide a seamless, contextual, relevant, and timely customer experience across all touchpoints, including their website, mobile app, communication channels (SMS, email, WhatsApp, RCS, and IVR), and contact center. The brand has meticulously mapped the full customer journey, from initial product search to retention.

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Business Challenge


Tata Capital's customer engagement strategy is built on the core pillars of Automation, Personalization, and Insights Marketing. To truly execute this vision across their vast customer base, they needed to overcome two main hurdles:

Scaling Personalized Experiences: Their existing infrastructure and reliance on manual workflows presented a limit to how fast and deeply they could personalize critical customer communications across multiple channels.

Data Silos to Unified Insights: To achieve its goal of providing contextual, relevant, and timely interactions, Tata Capital required a powerful platform that could unify data from its five distinct internal databases to create a single, actionable 360-degree customer view.

Business Challenge

MoEngage has been a partner for us for over three years, and it's one of the most important growth levers we have in terms of driving retention, repeat usage, conversion, and personalizing the customer discovery. Using MoEngage has drastically reduced our go-live time from days to real-time, which has helped us shape customer behavior and market dynamics. Our automation, our personalization, and our consistent communication need a platform like MoEngage.

Kaushik Chakraborty

Kaushik Chakraborty

Head of Marketing, Tata Capital

MoEngage Solution


Tata Capital strategically selected MoEngage as its core CDEP to execute its vision for automated, real-time engagement. The team drove the following transformative implementation:

1. Unified Customer Data: Tata Capital leveraged MoEngage’s data capabilities to successfully consolidate data from five different internal systems, achieving the required 360-degree view necessary for precise segmentation.

2. Real-Time Engagement Strategy: The team implemented MoEngage to automate the transfer of their first-party data and response data loops, transitioning campaign execution from manual, multi-day workflows to fully automated, real-time deployment.

3. Omnichannel Personalization at Scale: This data foundation enabled Tata Capital to run highly personalized omnichannel campaigns (WhatsApp, SMS, email, push) that directly support their marketing pillars, ensuring every customer interaction is timely and relevant.

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Products Used

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Customer Insights & Analytics

Create omnichannel, personalized experiences using AI-powered insights and analytics.

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Email

Create personalized emails that land in-the-box.

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MoEngage Analytics

Create omnichannel, personalized experiences using AI-powered analytics.

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Omnichannel Flows

Create connected experiences at every stage of customer journey across channels using Omnichannel Flows.

Results

The implementation of MoEngage has been instrumental in transitioning Tata Capital’s marketing and communications from manual and slow to automated and real-time.

  • Time-to-Market: The go-live time was changed from days to real-time, enabling the team to immediately respond to customer behavior and market dynamics.
  • Email Performance: Significant improvement in the email domain reputation and delivery rates, following proactive support and plan implementation.
  • Workflow Efficiency: Scalability issues were eliminated due to the platform’s complete automation.

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