Introduction: Transforming Engagement in Colombia’s Leading Digital Wallet

This Daviplata Braze case study highlights how Colombia’s largest digital wallet achieved a breakthrough in customer engagement and financial inclusion. By late 2024, Daviplata, the digital wallet from Davivienda, was serving over 18.5 million users. While it had become a vital tool for everyday transactions, savings, and credit access, its reliance on SMS created challenges in personalization, security, and efficiency.

To scale its impact, Daviplata turned to Braze, implementing an omnichannel engagement strategy that transformed the user experience.

The Challenge: Why Daviplata Needed Braze

Before Braze, Daviplata depended almost exclusively on SMS to communicate with customers. While this channel had broad reach, it presented major limitations:

• Difficult to personalize at scale

• Operational inefficiencies

• High exposure to phishing and fraud

• Single-channel dependency that limited engagement

As Daviplata’s user base grew, these weaknesses became roadblocks to delivering secure, relevant, and responsive experiences.

Inside the Daviplata Braze Case Study: Personalization at Scale

Braze enabled Daviplata to shift to a modern, omnichannel approach, allowing communications to be personalized in real time based on customer behavior and profile data. With this new setup, Daviplata could:

• Deliver tailored onboarding, activation, and re-engagement journeys

• Send real-time alerts during service interruptions and recovery

• Use gamification to increase loyalty and repeat transactions

• Implement geolocation flows guiding users to nearby merchants or branches

• Launch Daviplata by Voice, a conversational AI service integrated with Braze

This marked the start of a true digital transformation, with Braze powering initiatives across payments, savings, credit, and merchant services.

Results from the Daviplata Braze Case Study

By leveraging customer segmentation and event-based automation, Daviplata nearly tripled campaign effectiveness. Key outcomes included:

• Smarter message frequency controls to prevent fatigue

• Significant lift in open and conversion rates

• Higher transaction volume across multiple services

Performance Metrics

• Overall transaction frequency: +2.7x

• Virtual store activity: +3.7x

• Peer-to-peer (P2P) transactions: +0.8x

These results demonstrated the direct link between personalized communication and customer behavior.

How Braze Helped Daviplata Automate User Journeys

Beyond boosting engagement, Braze simplified Daviplata’s operations through automation:

• Automated onboarding with personalized flows

• Retention and reactivation campaigns based on inactivity

• Behavior-triggered promotions and feature updates

This automation reduced manual workload for marketing and product teams, freeing them to focus on strategy and innovation.

Accelerating Innovation Through Collaboration

Braze’s intuitive interface also streamlined cross-team collaboration at Daviplata. The teams reported:

• Faster MVP (Minimum Viable Product) development

• 40% reduction in testing and experimentation time

• Faster iteration of product features and campaigns

This agility helped Daviplata stay ahead in Colombia’s competitive fintech landscape.

High-Impact Campaigns

Major campaigns such as “Gol Ganador” during Copa América and the Olympics basketball campaign showcased Braze’s capabilities in contextual, gamified engagement:

• Transaction frequency increased by 1.2x during campaigns

• Dormant users were successfully re-engaged

• Brand engagement was strengthened with event-driven personalization

Lessons from the Daviplata Braze Case Study

With Braze, Daviplata gained the ability to:

• Rapidly test new features and customer flows

• Collect real-time feedback and performance data

• Scale only the initiatives that delivered measurable impact

This agile approach positioned Daviplata as a leader in digital customer experience for financial services.

Conclusion: Scaling Financial Inclusion with Braze

As this Daviplata Braze case study shows, omnichannel personalization and automation can reshape how financial institutions engage millions of customers. By moving beyond SMS and embracing Braze’s real-time communication platform, Daviplata achieved:

• A 2.7x overall increase in transaction frequency

• Improved engagement and loyalty

• Greater internal efficiency and collaboration

Ultimately, this transformation highlights how the right engagement platform can empower financial institutions to scale trust, adoption, and financial inclusion.

✅ Key Takeaways:

• Daviplata replaced outdated SMS with Braze’s omnichannel personalization

• Communication effectiveness nearly tripled

• Transaction frequency grew up to 3.7x in key services

• User experience became more personalized, secure, and responsive

👉 Looking to transform your customer engagement?