Seamless Communication on the Move: Kaiian’s CEQUENS-Powered Strategy

Introduction

Kaiian is a leading ridehailing company in Saudi Arabia, providing efficient and reliable transportation services to businesses and individuals across the region. With a commitment to seamless customer experiences, Kaiian sought to enhance its communication strategy to improve customer engagement and satisfaction. To achieve this, Kaiian partnered with CEQUENS to leverage its advanced messaging solutions, enabling real-time interactions through WhatsApp and SMS. The goal was to streamline promotional outreach and customer support while gaining deeper insights into campaign performance.


Challenge

Kaiian faced challenges in effectively reaching and engaging customers with promotional offers and support services. Traditional communication channels lacked the responsiveness and trackability needed to optimize interactions. The company needed a solution that could:

● Deliver promotional codes efficiently.

● Improve customer engagement with timely and interactive responses.

● Provide valuable data insights for refining communication strategies.


Solution

CEQUENS provided Kaiian with an integrated communication solution, leveraging WhatsApp and SMS for customer outreach and CEQUENS’s Omni-Channel Communication (OCC) platform for efficient customer service management.


Key Implementations:

1. Sending Coupon Codes via WhatsApp & SMS: Kaiian used CEQUENS’s messaging solutions to send personalized promotional codes, ensuring customers received exclusive offers in a convenient and accessible manner.

2. Omni-Channel Communication (OCC) for Customer Support: By utilizing CEQUENS’s OCC platform, Kaiian was able to manage customer inquiries seamlessly across multiple channels, ensuring fast and efficient responses.


Results & Impact

120 % Increase in Business Optimization Process and 2x growth in orders after customers experience

• Data Collection and Performance Analytics: CEQUENS’s platform enabled Kaiian to track message reads, clicks, and interactions in real time, allowing for data-driven decision-making and optimized marketing strategies.
  
  

6X Increase Client Engagement

• Higher Open and Engagement Rates: With WhatsApp and SMS, Kaiian experienced a noticeable increase in customer interactions, leading to better brand engagement and customer retention.