How DBS Indonesia Activated Its Existing Customer Base to Drive Loan Uptake and AUM Growth Through WhatsApp
The Results
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Higher conversion than legacy channels
The Challenge
DBS Bank is one of Southeast Asia’s largest retail banks, with a substantial customer base across Indonesia built over decades. Millions of those customers hold current accounts with the bank — an existing relationship that, with the right nudge, is ready to grow.
For a bank at this scale, some of the most valuable AUM growth doesn’t come from acquiring new customers. It comes from deepening what already exists. A current account holder who takes up a loan product becomes a more valuable customer overnight. The economics are straightforward. The question is how you reach them in a way that moves them to act.
The Solution
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WhatsApp Business Platform unlocked a regulated, audit-ready channel for DBS to engage its existing customers where they already spend their time
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Personalized loan offers sent to eligible current account customers on WhatsApp, matched to their profile
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WhatsApp payment reminders extended the conversation through the life of the loan, keeping every customer in one familiar place from offer to final repayment
