Home Credit Philippines Builds One Conversation Per Customer, From First Click to Contract
Addvery and Home Credit Philippines rebuilt customer communication around the lifecycle and connected the lead funnel end to end, on the tools the company already runs, projecting up to 30% more submitted leads.
Home Credit Philippines is a consumer finance provider offering point-of-sale and cash loans to customers across the Philippines.
Addvery and Home Credit Philippines rebuilt customer communication around the lifecycle and connected the lead funnel end to end, on the tools the company already runs, projecting up to 30% more submitted leads.
One offer per product, or one conversation per customer?
When communication is organised by product, each product team talks to the same customer separately. Every message makes sense on its own, but together they compete for one inbox.
Home Credit Philippines had built a strong brand, and its product teams drove their own growth. The next step was to turn that reach into one consistent conversation per customer, with leads that could be followed all the way to a signed contract.
- Several products talking to the same customers.
- Room for earlier contact before a customer's next offer.
- Online leads that needed to be traced through to contracts.
Designing one line of conversation per customer
Every customer, a place in the journey
Four lifecycle stages, from first lead to dormant customer, now decide what each customer hears and when: fewer messages, better targeted, one line per offer.
Built on what was already there
Five priority use cases were designed for Home Credit's existing marketing automation platform and data warehouse, with a roadmap for what comes next.
A funnel from first click to contract
Brand and performance goals were separated, and online leads were connected to the data warehouse with automated reporting, so every lead can be followed to the contract it becomes.
One conversation per customer, and a funnel that counts
Key benefits
- 4 lifecycle stages guiding every message
- 5 priority use cases ready to launch
- Up to +30% projected submitted leads
Ready to switch on
The design runs on the tools Home Credit already has. No new platform was needed.
Leads counted to contract
Cost per lead and cost per contract are now both visible, from first click to signature.
The size of the prize
With a connected funnel and spend shifted to performance, submitted leads are projected to rise by up to 30%.
Facing a similar problem?
Tell us where your numbers stop being trustworthy. We'll tell you whether it's worth a project.
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