Luminor Capital Success Story

How Luminor Capital and El Nuwr turned scattered web forms into instant, automatically routed WhatsApp conversations

Name: Luminor Capital
Industry: Finance
Function: Lead capture and customer enquiries
Platform: WhatsApp Business Platform

Luminor Capital is a Malaysia-based non-bank financial institution, offering secured lending, corporate finance advisory, and Shariah-compliant business lending, plus an investment arm that supports its lending entities.

The team serves businesses looking for factoring and alternative financing, and manages a presence across two brands, Luminor Capital and El Nuwr.

2 brands

Luminor Capital and El Nuwr unified on one WhatsApp setup

1 number

A single WhatsApp entry point across every channel

24/7

Automated replies cover public holidays and after-hours

Auto

Enquiries routed to the right specialist, no manual assignment

Name: Luminor Capital
Industry: Finance
Function: Lead capture and customer enquiries
Platform: WhatsApp Business Platform

The team serves businesses looking for factoring and alternative financing, and manages a presence across two brands, Luminor Capital and El Nuwr.

The Challenge

The challenge: leads that arrived, then went quiet

Before working with Sanuker, Luminor Capital captured enquiries through online contact forms and a Google Form on both of its websites, which the team checked manually. As enquiries increased, monitoring multiple web forms became inefficient and created the risk of delayed responses.\n\nThe team would have to open the back end of a site and find a submission that had been sitting there for days, long enough that the opportunity had already cooled. Luminor Capital wanted a way to be more responsive: to react the moment a genuine enquiry came in, and to take the weight of monitoring scattered forms off the team.

The Solution

The solution: one conversation, routed to the right person

Because WhatsApp is the preferred communication channel for many Malaysian businesses, Luminor Capital and El Nuwr chose to meet customers where they already were, instead of asking them to complete forms and wait for a reply.

Following Sanuker’s guidance, the firm moved its first point of contact away from web forms and added direct WhatsApp buttons across the channels it already uses: Facebook, Instagram, LinkedIn, its websites, and its Google profile, for both Luminor Capital and El Nuwr.

Behind that single WhatsApp number, Sanuker built an automated flow on WOZTELL. Common questions are answered immediately by an FAQ menu before anyone needs to step in. Based on what the customer asks or selects, each conversation is automatically routed to the appropriate specialist, with no manual assignment: partnership and collaboration enquiries to one colleague, financial letter of support requests to another, and financing eligibility questions to the team member who handles them. The team picks up these conversations in WOZTELL from either mobile or desktop, ensuring enquiries are handled promptly regardless of location.

The automation also covers the hours the team cannot. On a recent public holiday in Malaysia, with staff off, automated responses still answered customers through the day, ready for the team to follow up the next working morning.

The Results

The results: responsive by default

Instead of discovering a lead days late in a form back-end, Luminor Capital now responds almost immediately to the enquiries that matter, and the administrative load of checking multiple forms across two sites is gone. Enquiries land in one place, route themselves to the right specialist, and get a reply even outside office hours.

Luminor Capital evaluated several WhatsApp providers before choosing to work with Sanuker on WOZTELL. The deciding factor was usability: a more user-friendly, drag-and-point back end that made it straightforward to build flows, assign conversations, and set up Broadcasts. The team also credited Sanuker’s consultants as being prompt and genuinely helpful throughout the rollout, which the firm deliberately paced over roughly two months to launch fresh in 2026.

What customers say

“Our goal was simple: never let a business enquiry go unanswered. With WhatsApp as our primary entry point, we’ve significantly improved responsiveness, and ensured customers reach the right person from the very first interaction.”

Adilia Sohaimi

Head of Corporate Communications and Customer Success, Luminor Capital

“What stood out was the simplicity of the user experience. The drag-and-point backend was intuitive and easy to navigate, allowing us to configure conversations flows and assign enquiries. That usability played a significant role in our decision to partner with WOZTELL”

Adilia Sohaimi

Head of Corporate Communications and Customer Success, Luminor Capital