UA Finance
Success Story

Reaching customers with personalized loan offers via WhatsApp messages and WhatsApp Flows.

Name: UA Finance
Industry: Finance
Function: WhatsApp Flows
Platform: WhatsApp Business Platform

One of Hong Kong’s largest money lending companies used marketing messages on WhatsApp to retarget customers with personalized loan offers, and used WhatsApp Flows to help them complete the application process, resulting in a 1.5X increase in conversions and a 6.6X increase in responses compared to the usual approach.*

1.5X

increase in conversions*

6.6X

increase in responses compared to usual approach of SMS and MMS messages*

3X

increase in same-day loan disbursement, attributed to improved application quality*

*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.

Name: UA Finance
Industry: Finance
Function: WhatsApp Flows
Platform: WhatsApp Business Platform

One of Hong Kong’s largest money lending companies used marketing messages on WhatsApp to retarget customers with personalized loan offers, and used WhatsApp Flows to help them complete the application process, resulting in a 1.5X increase in conversions and a 6.6X increase in responses compared to the usual approach.*

The Goal

Re-engage inactive customers and boost conversions

UA Finance aimed to re-engage inactive customers and increase conversion rates during the last quarter of the year. Traditionally, the company had relied on SMS and MMS campaigns, but these had limited success. They wanted to try a more effective and engaging method to reach customers, including those who had not responded to past communications.

The Solution

WhatsApp solutions working together

To achieve their goal, UA Finance partnered with Sanuker, a Meta Business Partner and WhatsApp Business Solutions Provider, to launch a new campaign on WhatsApp. Instead of SMS and MMS, they sent personalized messages via WhatsApp to former customers, highlighting custom loan offers based on each customer’s history with the company.

Each message included a tailored loan amount and an “Apply now” button that directed customers to a streamlined application process built using WhatsApp Flows. This entire process was hosted on WhatsApp, allowing customers to complete their loan applications without leaving the platform. Once completed, UA Finance followed up with a WhatsApp message containing a link to the bank’s YES UA app, where applicants could confirm their request.

UA Finance reported that WhatsApp Flows significantly improved lead qualification while reducing the resources needed to do so. The new process also enhanced communication efficiency, improved customer satisfaction, and modernized the company’s promotional strategy.

The Results

More responses, better conversions, faster disbursement

Between October 18 and December 28, 2024, UA Finance measured the impact of this campaign and found impressive results compared to previous SMS and MMS campaigns:

1.5X increase in conversions*
6.6X increase in responses*
3X increase in same-day loan disbursement, attributed to improved application quality*

*Results are self-reported and not identifiably repeatable. Generally expected individual results will differ.

UA Finance’s success story was featured on the WhatsApp official page.

You can read it in full here.

What customers say

“We are proud to be among the first financial institutions in Hong Kong to implement WhatsApp Flows, offering a fully automated and unmanned lending application process for a seamless, end-to-end lending experience. This not only enhances the efficiency and quality of our customer support, but also sets new benchmarks for digital interaction, providing us with a substantial competitive edge in the marketplace.”

Paul Lui

CEO and Executive Director, UA Finance