AdalFi, a fast-growing digital lending fintech, has made significant strides in its mission to expand financial access for consumers and small and medium businesses through commercial bank partnerships. Leveraging AI-driven proprietary credit scoring and pre-built digital customer journeys that seamlessly integrate into partner banks’ technology stacks, AdalFi has positioned itself as a leading enabler of digital lending in Pakistan. However, as its footprint expanded, the company faced a critical challenge: conversion rates and customer engagement were falling short of expectations, with too few sign-ups and high drop-offs during the loan application process.
To address these challenges, AdalFi partnered with Techlogix to integrate an omnichannel Customer Experience Management platform, MoEngage, with its lending system. This integration provided visibility into each step of the digital journey, enabling real-time insights into customer behavior and friction points. By leveraging MoEngage’s analytics, Techlogix was able to pinpoint areas that required optimization and implement rapid improvements to enhance engagement, reduce drop-offs, and increase loan completion rates. The collaboration marked a turning point in how AdalFi managed its digital customer experience, ensuring that prospective borrowers were engaged consistently across multiple channels.
One of the key areas of improvement was user interface design. Techlogix undertook a redesign of complex webpages that had previously caused customers to abandon their applications mid-process. For instance, the loan repayment schedule page, which had a drop-off rate of 17 percent, was simplified and optimized, bringing the drop-off rate down to 6 percent. Similarly, Techlogix worked on creating three distinct onboarding flows tailored to different borrower segments—new borrowers, repeat customers, and digitally savvy users. Each flow came with customized messaging and user interfaces designed to meet the unique needs of these segments, ultimately improving both customer satisfaction and loan completion outcomes.
Beyond digital journey enhancements, the collaboration extended to omnichannel outreach, ensuring borrowers could be reached through multiple engagement avenues. By integrating WhatsApp, SMS, and email campaigns into AdalFi’s lending platform, Techlogix helped amplify engagement and create consistent touchpoints with users. This multi-channel approach ensured that prospects remained engaged throughout the borrowing process, significantly reducing abandonment and improving overall conversion rates. With MoEngage’s advanced analytics and Techlogix’s implementation expertise, AdalFi was able to make data-driven decisions that translated into measurable business growth.
The impact of these changes was substantial. AdalFi reported a 44 percent reduction in overall application drop-offs and a four-fold increase in monthly lending volumes following the transformation. In addition to stronger customer engagement, the improved platform performance also contributed to expanding AdalFi’s partnerships, with five new banks joining within just one year. These results underscore the value of combining advanced customer experience platforms with localized expertise to drive digital transformation in financial services. By focusing on customer-centric design and intelligent outreach, AdalFi has positioned itself for sustained growth in Pakistan’s fintech sector while continuing its mission to unlock access to credit for underserved segments.
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