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UA Finance

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

UA FINANCE WHASTAPP BUSINESS ENTERPRISE WIDENING IO

1.5
X

Increase in conversions*

6.6
X

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

3
X

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

Their Story

 

One of Hong Kong's largest money lenders

UA Finance was founded in 1993, and is one of the largest money-lending companies in the region. As of summer 2025, UA provided diversified loan services to more than 800,000 customers.

Their Goal

 

Their Solution

 

____

Re-engaging inactive customers

UA Finance partnered with business messaging consulting firm Sanuker, a Meta Business Partner and WhatsApp Business Solutions Provider, to develop a campaign that would re-engage inactive customers and boost conversions during the last quarter of the year. This campaign was a departure from the SMS (Short Message Service) and MMS (Multimedia Messaging Service) message campaigns it had sent in the past.

An illustrated marketing image used by UA Finance.

“By sending out personalized offers to inactive customers as messages on WhatsApp, and then using streamlined WhatsApp Flows to design the application process for people who are interested, we’re showcasing our commitment to pioneering innovation. We’re also increasing efficiency and productivity by significantly reducing processing times for our teams.”

 

____

WhatsApp solutions working together

To try to reach more people, including those who had never responded to the previous campaigns, the team decided to reach out to previous customers with messages on WhatsApp highlighting personalized loan offers. Each message featured a customized loan amount available to the customer based on their history with UA Finance. Interested customers could click the Apply now button directly in the message to be directed to a streamlined, automated loan application process, also hosted directly on WhatsApp and designed using WhatsApp Flows. After a customer completed the seamless application process on WhatsApp, UA Finance followed up with a link sent via WhatsApp. Clicking the link redirected the applicant to the bank’s YES UA app to confirm the application.

According to UA Finance, using WhatsApp Flows greatly improved the lead qualification process by reducing the resources needed to effectively qualify a lead from SMS or MMS campaigns. By adopting WhatsApp Flows, the company said it enhanced communication efficiency, improved customer satisfaction and streamlined the entire application process, marking a significant upgrade from its old promotional methods.

 

 

Their Success

 

A successful new approach

The team measured performance throughout the entire October 18–December 28, 2024 campaign and found that combining messages on WhatsApp with WhatsApp Flows outperformed SMS and MMS campaigns promoting similar offers to customers:

A promotional image for UA Finance.
  • 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.

“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

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