Industry type
How MBSB Bank processed 75,000+ loan applications in one week
Where every touchpoint earns trust, every interaction creates value, and every decision is powered by realtime insight.
The Results
0
+
applications in week 1
0
RM
M secured in 3 weeks
0
x
efficiency improvement
The Challenge
MBSB Bank launched the Ihsan-i financing programme for EPF members but faced a surge of inquiries that overwhelmed existing channels. The application process needed to be faster, simpler, and accessible via mobile.
The Solution
ADA deployed a bilingual WhatsApp chatbot (Bahasa Malaysia + English) for FAQs, application guidance, and status tracking — with seamless escalation to human agents for complex queries.
“WhatsApp became our preferred channel, 90% of customer interactions moved to conversational.”
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How Cycle & Carriage Singapore turned WhatsApp into its main channel for events, test drives, and high-net-worth engagement
0
%
Improved lead completion rate
