The Results

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The Execution

The client is a credit lending company based in Japan with operations in Malaysia, specialising primarily in 2-wheeler and mobile lending, serving a customer base of over 300,000.​

The organisation's primary challenge revolved around effectively managing and integrating its fragmented customer payment data, a critical aspect for enhancing operational efficiency and ensuring customer satisfaction.​

Data Fragmentation: Payment data was scattered across multiple systems and sourced from different platforms like apps and websites.​

Manual Consolidation: Determining accurate loan due amounts involved a manual, time-consuming process.​

Customer Communication: Maintaining consistent and timely reminder messaging for all customers was challenging due to the manual and fragmented system.​

ADA helped resolve the challenges by implementing a CDP platform and consolidating data from multiple sources for enhanced operational efficiency and customer satisfaction.​

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The Approach

Data Warehouse Creation:​

First, ADA established a data warehouse on the CDP, integrating all customer data sources into a single, coherent system for streamlined access and management.​

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Data Processing and Accuracy:​

Then, the team processed and standardised data within the CDP, ensuring precise and reliable calculations of loan due amounts and due dates.​

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Automated Customer Reminders:​

We integrated the system with the WhatsApp Business Platform, automating the distribution of personalised loan reminders. The reminders are tailored to specific customer segments and loan types, ensuring relevant and timely communication.​

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Interaction Data Analysis:​

The solution not only captures but also analyses data from WhatsApp interactions, including message statuses and chat logs. This information helps in understanding customer engagement patterns and refining the overall communication strategy. ​