With millions of users to engage across WalaPlus, WalaOne, and Doam, the team needed an all-in-one platform that could intelligently segment an expanding user base, orchestrate automated journeys, and deliver contextual messaging across channels.
WalaPlus is dedicated to enhancing users’ financial well-being through innovative loyalty solutions. CleverTap provides the technology backbone that transforms raw data into meaningful interactions, making this possible. By utilizing CleverTap’s capabilities, we benefited from recommendations and automated, hyper-personalized journeys that helped elevate our app’s experience, supported by a highly responsive and reliable CleverTap support team.”
WalaPlus is the leading provider of employee engagement programs in the Middle East, serving over 1,300 companies. Alongside its flagship platform WalaPlus, the company operates two additional platforms – WalaOne and Doam – reaching a combined base of over 5 million users across the region. Since its founding in Riyadh in 2016, it has built a comprehensive ecosystem of 4,200+ service providers and 11,600+ offers and discounts. Covering five key pillars – career, financial, social, mental, and physical well-being – WalaPlus strives to help create workplaces where everyone thrives in an environment of shared happiness and loyalty. As it scaled, they needed a state-of-the-art engagement platform to deliver personalized value-added employee experiences with a high degree of operational efficiency.
With millions of users to engage across WalaPlus, WalaOne, and Doam, the team needed an all-in-one platform that could intelligently segment an expanding user base, orchestrate automated journeys, and deliver contextual messaging across channels.
The team sought an engagement platform to understand critical behavioural signals such as wallet balance, viewed offers, and transaction history in real time and act on them instantly.
WalaPlus uses CleverTap’s Live User Segments to create dynamic audience groups based on real-time behaviour, including previous transaction categories, gender, wallet point balances, and retailer preferences. Segments update as users interact, ensuring relevance at every touchpoint. In a recent campaign, the team segmented users by wallet points and used the CleverAI recommendation engine to suggest vouchers matching individual preferences. This precise targeting doubled the usual conversion rate, underscoring the impact of intelligent on-the-fly user understanding.
WalaPlus has transformed user retention through CleverTap, establishing a virtuous cycle of timely, tailored communication and improved engagement. Users who browse offers without completing a transaction are immediately re-engaged with messages featuring the offer and retailer name. Smart recommendations, powered by CleverAI based on previous browsing behaviour, drive strong conversion uplifts. Liquid Tags enable dynamic insertion of personalized details throughout every communication, while Bulletins proactively notify users about newly added offers that align with their preferences and past behaviour.
WalaPlus builds sophisticated journeys across push notifications, in-app messages, email, and SMS to accomplish critical engagement objectives. When users abandoned wallet recharges, automated journeys combining push notifications with cashback incentives boosted drop-off recovery by 47%. Journeys promoting the “Add Family” feature achieved a 79% boost in exploration through coordinated push and email touchpoints. For live segments of users who had made a purchase, targeted follow-up journeys spurred immediate repeat transactions, delivering a 4% uplift in subsequent purchase behaviour compared to control groups.
As WalaPlus scaled engagement across WalaPlus, WalaOne, and Doam, CleverTap’s Customer Success and Support team became a trusted extension of its CRM function. Beyond day-to-day responsiveness, the team provided hands-on guidance on segmentation strategy, journey design, and campaign optimization. This partnership helped WalaPlus move faster from insight to execution, scale personalization efficiently, and deliver measurable outcomes with confidence.
