Adira Finance: Transforming customer experience with a digital-first approach 

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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