XL Axiata Leverages MoEngage for Enhanced Customer Segmentation and Automation

XL Axiata is one of Indonesia's largest telecom operators with a customer base of over 54.9 million subscribers. The company offers a wide array of innovative telecommunications products and services to its customer base. The company's vast customer base and the diverse range of services it offers necessitate a deep understanding of customer behavior to ensure effective engagement. XL Axiata's challenge was to analyze the behavior of millions of customers and engage with them effectively.

XL Axiata, one of Indonesia's largest telecom operators, faced a significant challenge in analyzing and engaging with its vast customer base of over 54.9 million subscribers. The company offers a wide array of innovative telecommunications products and services, which necessitates a deep understanding of customer behavior to ensure effective engagement. The sheer volume of customers made it difficult for the XL Axiata team to segment customers based on their in-app behavior and automate journeys to keep them engaged. The challenge was not only to understand the behavior of millions of customers but also to create and automate journeys for every stage in the customer lifecycle.

XL Axiata partnered with MoEngage to overcome their segmentation and automation challenges. MoEngage's solution allowed XL Axiata to create segments based on their customers' in-app behavior and automate journeys to keep them engaged. The team relied on flows to create and automate journeys for every stage in the customer lifecycle. They also utilized A/B testing to experiment with their messaging and timing to maximize customer engagement. Through this partnership, XL Axiata was able to effortlessly segment millions of customers based on their behavior, making it easier for the team to add customers into the relevant flow and automate engagement.

• The partnership with MoEngage resulted in a significant improvement in XL Axiata's customer engagement strategy. The ability to segment millions of customers based on their behavior made it easier for the team to add customers into the relevant flow and automate engagement. This automation not only streamlined the process but also ensured that customers were engaged at every stage of their lifecycle. The use of A/B testing allowed the team to experiment with their messaging and timing, leading to maximized customer engagement. Overall, the solution provided by MoEngage helped XL Axiata overcome their segmentation and automation challenges, leading to improved customer engagement.