Summary
Arabian Oud partnered with WebEngage to connect multi-market execution, store-led engagement, digital conversion, and repeat-customer revenue in a single CRM system.
- Connected 17 country-level presences through a single WebEngage instance.
- Brought regional campaign performance and customer engagement into a clearer view.
- Used WhatsApp and SMS to strengthen store-led customer journeys.
- Activated On-site, App Push, and Web Push around high-intent moments.
- Used attribution and repeat-customer behavior to identify the strongest revenue signals.
Turning 17 Markets Into One Connected CRM System
Arabian Oud is one of the most recognized perfume brands in the Arab world, with a retail legacy spanning more than four decades and a presence across 17 countries.
Customers discover fragrances online, respond to WhatsApp and SMS campaigns, visit stores, return during seasonal moments, and repurchase based on preferences, gifting needs, and brand affinity.
Arabian Oud needed connected visibility across KSA, GCC, and international markets. The opportunity was to coordinate regional execution, understand channel performance, and measure the impact of digital engagement on online and store-led purchases.
WebEngage Solution
WebEngage helped Arabian Oud consolidate 17 country-level presences into a single connected CRM instance.
Country-level dashboards gave the team a clearer view of regional campaign execution and customer engagement. This also created a repeatable foundation for future offline integrations, localized journeys, and centralized reporting.
WhatsApp and SMS became important engagement layers for store-led customers. The channels helped Arabian Oud reach customers around Ramadan, Eid, product interest, repeat purchases, and seasonal gifting.
On-site engagement helped the brand respond while customers were actively browsing. The Ramadan 2026 Exit Intent campaign demonstrated how a high-intent website moment could drive conversions at scale.
WebEngage also helped Arabian Oud examine revenue through a lifecycle lens. Repeat-customer behavior, channel contribution, and campaign attribution gave the team a clearer view of its most valuable customer relationships.
The engagement model covered:
- A connected CRM foundation across 17 markets
- Country-level dashboards and regional campaign reporting
- WhatsApp and SMS for store-led engagement
- On-site engagement around high-intent browsing moments
- App Push and Web Push campaigns
- Repeat-customer segmentation
- Online and offline revenue signals
- Journey and channel-level attribution
- Automated journeys following the Salla transition
The Business Impact
The Bigger Picture
Arabian Oud moved towards a connected CRM operating model across markets, channels, and customer segments.
Global execution became easier to track. Store-led engagement became measurable. On-site became an active conversion layer. Repeat customers became the clearest lifecycle priority.
The next phase includes completing the KSA offline store integration, extending integrations across GCC and international stores, and scaling automated journeys for repeat purchase and reactivation. Arabian Oud also plans to expand In-app and On-site engagement and initiate WebEngage Black managed services through the KSA dashboard.
