Technology Category
- Analytics & Modeling - Machine Learning
- Application Infrastructure & Middleware - Event-Driven Application
Applicable Industries
- Healthcare & Hospitals
- Telecommunications
Applicable Functions
- Procurement
Use Cases
- Automated Disease Diagnosis
- Leakage & Flood Monitoring
About The Customer
Alodokter is the leading Indonesian healthcare super app, founded in 2014 by Nathanael Faibis and Suci Arumsari. The app provides an end-to-end digital solution to patients, including telemedicine, doctor booking, medical content, and health insurance services. As the leading telemedicine platform in Indonesia, Alodokter has more than 28 million monthly active users and more than 40,000 certified doctors on the platform. The integrated mobile solution for patients and doctors facilitates over 600,000 monthly patient-doctor interactions. Alodokter prioritizes its customers' health and wellbeing, providing doctor-approved health-related information and reliable consultation with medical professionals.
The Challenge
Alodokter, a leading Indonesian healthcare super app, faced significant challenges in maintaining user engagement. The nature of healthcare apps means that users typically only engage with them when they are unwell. However, during the global pandemic, Alodokter recognized the importance of reaching out to users with timely and relevant information about precautionary and safety measures. The challenge was to educate users using doctor-approved and certified resources within the app, including healthcare articles on a wide variety of subjects and topics. The goals were to increase app engagement to reduce churn and boost retention, improve click-through rates (CTRs) and conversion rates of push campaigns to uplift engagement, and increase active users across the app.
The Solution
To improve the CTRs and conversion rates of the push campaigns, Alodokter used MoEngage's AI-enabled content optimization feature. This, combined with rigorous A/B testing and personalized recommendation, allowed Alodokter to run push campaigns with improved click-through and conversion rates, increase engagement, reduce churn, and re-engage inactive users. The brand segmented its user base based on location, preferences, attributes, conversion events, and funnel drop-offs. The user journey was divided according to app events and conversion, which were then earmarked for targeted campaigns. Alodokter executed Flows campaigns based on user journeys using content optimization. The conditions used for the flow campaigns varied based on the nature of the campaign i.e. onboarding, engagement, or re-engagement. Alodokter also added an e-pharmacy feature to its product offering and floated a survey using MoEngage push notification, which resulted in significant upliftments.
Operational Impact
Quantitative Benefit
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