SWVL's Customer Engagement Transformation with MoEngage

SWVL is a leading provider of tech-enabled mass transit solutions. The company offers a range of transportation products and services, including intercity, intracity, B2B, and B2G transportation. SWVL operates in 135 cities in 20 countries across Latin America, Europe, Africa, and Asia. The company is committed to providing reliable and efficient transportation solutions to its diverse customer base. With a presence in 16 different countries and a variety of languages spoken by its customers, SWVL needed a solution that could help it communicate effectively with all its customers.

SWVL, a provider of tech-enabled mass transit solutions, was facing a significant challenge in engaging with its customers effectively. Operating in 135 cities across 20 countries, the company had to deal with a diverse customer base with varied languages. The challenge was to ensure that they could communicate with every customer at the right time across different channels. The company wanted to automate its communication based on the customer journey and lifecycle stage. However, the existing processes were time-consuming and required significant bandwidth from internal teams.

SWVL turned to MoEngage, an insights-led platform, to address its customer engagement challenges. MoEngage's back-end API integration feature was a key solution that enabled SWVL to automate its standardized messaging around updates, new offers, and other communications. This solution allowed SWVL to tailor its communication to each customer's journey and lifecycle stage, ensuring that messages were delivered at the right time. The end-to-end back-end API integration capability of MoEngage also helped SWVL save the bandwidth of internal teams, making the process more efficient and less time-consuming.

• The implementation of MoEngage's solution has led to significant operational improvements at SWVL. The company has been able to automate its communication processes, ensuring that customers receive timely and relevant messages. This has not only improved customer engagement but also enhanced the efficiency of the company's internal operations. The time saved has allowed the marketing team to focus on other strategic initiatives, further driving the company's growth. Moreover, the ability to communicate in various languages has helped SWVL cater to its diverse customer base more effectively.

• The marketing team at SWVL was able to save significant bandwidth of internal teams with the help of MoEngage.

• Processes that previously took a day to complete now only take 2-3 hours.