Case Study: Edelweiss Tokio Life achieves 10–50% uplift in conversions and builds a multi-channel personalised lead-nurturing engine with WebEngage

How Edelweiss Tokio Life uses a personalized approach to lead nurturing with WebEngage Journey Designer and builds a truly multi-channel business

Edelweiss Tokio Life, a joint venture between Edelweiss Financial Services and Tokio Life, set out to improve lead nurturing across a large, mobile-first customer base. Their challenges included reaching customers via mobile, leveraging disparate customer data, qualifying and segmenting thousands of prospects, and doing all this cost-effectively while maintaining high persistency and engagement.

They implemented WebEngage’s Journey Designer to map 30–35 disposition statuses into 10 segments, run 90-day, multi-channel drip journeys (email, phone, chat), use API blocks and exit triggers for real-time updates, and hyper-personalize messages from their CRM/LMS. The result: email open rates of 20–30%, ~10% more call-backs, and conversion uplifts of 10–50% (up to ~47%), driving stronger engagement and measurable business growth.

Edelweiss Tokio Life

Kartik Shanker

Vice President, Head E-commerce and Digital Marketing