The automobile finance industry in Indonesia is undergoing rapid transformation.  Once in a world of paperwork, today, brands are increasingly going digital, to simplify operations and enhance customer experience.  

At the forefront of this transformation is Adira Finance, a leading consumer finance company based in Indonesia which specializes in providing financing solutions for automobiles and other consumer goods.

We spoke to Daniel Chandra Suparman, VP, Customer Value and Marketing at Adira Finance, to learn about the transformation of Indonesia’s consumer financial service landscape and how the company is adapting to these changes to enhance customer experience.

Enhancing customer experience with digitalization 

With digital advancements in the auto finance market, there has been an enormous scope for consumers to explore a wide array of products and services online, which provides them with greater convenience, choice, and value.  

The adoption of digital technologies is streamlining the entire auto finance process in Indonesia. Features like online loan applications, e-signatures, and mobile payment options significantly enhance convenience, elevating the experience for borrowers.  

Powering seamless omnichannel communication

A fundamental aspect of achieving customer satisfaction is understanding customers’ pain points. Brands must stay connected with their customers to understand the problem areas and improve the same.  

Today’s customers interact with brands through multiple communication channels before making a purchasing decision. Even brands try to use those channels on which their customers are mostly active.  

Daniel shared, Adira Finance has been actively engaging with its customers through its dedicated mobile app, ADIRAKU, and WhatsApp channels. 

WhatsApp is one of the most popular apps in Indonesia with an active user base of 94.3 million. Besides WhatsApp has a 98% open rate, which makes it a perfect tool for brands to remain connected with their customers.

Personalization: The key to customer satisfaction

Creating a personalized experience is the key to building a deeper relationship with customers and driving higher conversions.  

According to a Forbes Survey, 81% of customers prefer companies that offer personalized experiences. 

As consumer needs constantly change, brands must analyze customer data to predict their future needs. It is very important for brands to leverage digital channels to deliver personalized experiences.   

Whether it’s offering automobile loans or running a loyalty program, understanding customers’ needs should be a priority to create a better customer experience.  

Leveraging digital channels for hyper-personalization 

If we look back a decade, personalization in customer experiences was a complex and fragmented process. Thanks to technology, today brands can leverage existing data to create smooth, highly tailored interactions across platforms like WhatsApp, email, SMS, and more. Digital communication channels play an important role in the auto financing sector.  

Adira Finance has been using our customer engagement solution, Moments, to create a powerful omnichannel marketing strategy leveraging channels such as WhatsApp, Email, and SMS.  Here’s how they used the channels: 

Adira x Infobip: A partnership that makes a difference

As a leading omnichannel communications provider, we have been helping brands attain their goal of enhancing their customer engagement through personalization and building meaningful connections.

Our partnership with Adira focuses on enhancing their overall customer experience through innovative digital solutions. Together, we’re empowering their support teams to automate engagement across multiple channels and deliver personalized customer experiences that resonate.

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Consortium loans can be a smart financial move, but the traditional experience often leaves much to be desired. Complex processes, outdated communication methods, and a lack of transparency can make it a daunting experience for many.

Enter Klubi, a leading Brazilian fintech on a mission to transform the consortium market and the way people access credit. We sat down with Carlos Arada, Operations Head at Klubi, to learn more about how they’re changing the game for customers looking for a simpler, more transparent way to engage with credit products.

A new era for consortiums in Brazil

The Brazilian fintech market has matured considerably over the years. While the availability of investment may have slowed recently, the market has become much more sophisticated.

However, the traditional consortium market has long been known for its complicated, friction-filled experiences. Klubi aims to change that by:

• Streamlining the credit process
• Eliminating intermediaries
• Focusing on customer centricity

How? For Klubi, the transformation lies not in the product itself, but in the way it’s sold. Traditional consortiums were sold through intermediaries in a way that generated false expectations.

Klubi wants to change that by taking control of the entire customer journey, ensuring better communication, more transparency, and, ultimately, a more positive experience.

Powering seamless omnichannel communication

Customers today don’t stick to one channel. Carlos emphasized the importance of being able to interact with customers wherever they prefer.

They primarily communicate with customers through the WhatsApp Business Platform, which is incredibly popular in Brazil and has become a cornerstone of their interactions.

Their sales journey is designed to be seamless and multi-layered. Carlos described it in three parts:

1. The digital hub: Clients first encounter Klubi through online channels like search engines, social media ads, and partner referrals, landing on their user-friendly website.
2. The conversational layer: This is where the magic happens. Automated communication channels, primarily WhatsApp, take center stage. Personalized messages answer client questions, guide them through the process, and keep them engaged every step of the way.
3. The human touch: While technology streamlines the process, Klubi recognizes the value of human interaction. Experienced sales representatives are available to provide personalized support and address any complex issues that may arise.

However, with rising customer demands, it became clear that a greater mix of channels is needed to work together in an orchestrated manner. By using an omnichannel approach, Klubi ensures they meet customers where they are, creating an efficient and effective communication experience.

Our customer experience platform plays a pivotal role in enabling this seamless omnichannel communication strategy. They’re using:

• SMS for transactional communications, such as two-factor authentication (2FA)
• Email for promotional interactions including re-engagement campaigns for cart abandonment and special offers.

Additionally, they are experimenting with RCS to determine whether it is a suitable channel for their customers’ journeys and when it can be effectively used.

Data-driven decisions for continuous improvement

For most businesses today, measuring success is everything. Without data, it’s impossible to know if your communication efforts are resonating with your audience.

Klubi uses a data-driven approach to assess the effectiveness of their communication strategy. This includes A/B testing different channels and methods to optimize customer engagement.

By constantly testing different approaches and channels, you can refine the customer journey and deliver the best possible experience.

Klubi understands the importance of data-driven decision-making. They heavily rely on data and analytics to understand what’s working and what’s not. This iterative process ensures that Klubi is always adapting and improving its services.

Klubi x Infobip: A partnership for the future

Klubi views our partnership as a strategic advantage that meets the current needs of the fintech market and sets the stage for the future of customer engagement in the industry. Through our partnership, they have transformed their approach to customer engagement, ensuring their customers always have a clear, seamless path to the information and services they need.

“We see ourselves as a vanguard in utilizing Infobip’s solutions. This partnership allows us to stay ahead of the curve and deliver innovative, client-centric experiences,” explained Carlos.

By streamlining communication with digital channels, Klubi has been able to:

Klubi’s story is a great example of how fintech companies can use digital communication tools to enhance customer experience, streamline processes, and drive innovation. Looking forward, Klubi sees our partnership growing even stronger.

As they continue to scale, together, we are excited to explore even more innovative ways to continue enhancing customer engagement and driving more success.

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