Case Study: almatar achieves 20% improvement in customer retention in 1 year with WebEngage

Saudi Arabia’s Travel Giant almatar Improves Customer Retention By 20% In 1 Year With WebEngage

almatar is a Riyadh-based online travel agency offering fast, bilingual hotel and flight bookings via its mobile app. Facing fragmented customer data, ineffective segmentation and low engagement, the team sought to personalize communications, increase conversions and improve retention across channels.

By adopting WebEngage to unify customer data and map personalized journeys with Journey Designer, almatar ran multi-channel abandoned-cart and engagement campaigns using email, push, SMS and WhatsApp (plus API-driven dynamic coupons). In one year they improved customer retention by 20%, lifted email open rates by 25% and overall engagement by 30%, sent 3.6 million messages, generated SAR 45 million in CT revenue, and drove 19.4k flight bookings — with strong channel CTRs (push 3.9%, email 1.9%, WhatsApp 13.3%).

almatar

Don Lee

Head of Marketing & Growth