Techlogix, a leading IT services and consulting company, has enabled AdalFi, a digital lending fintech, to achieve a fourfold expansion in monthly lending volumes by delivering a complete omnichannel transformation. The collaboration highlights how technology-led customer experience management can unlock growth for financial technology platforms in emerging markets.
AdalFi is a digital lending fintech that partners with commercial banks to unlock access to credit for consumers as well as small and medium businesses (SMBs). Its platform is built on proprietary AI-based credit scoring models and pre-designed digital lending journeys that seamlessly integrate with partner banks’ technology stacks. Despite offering a robust lending infrastructure, AdalFi faced challenges with customer adoption and conversion. While banks onboarded onto the platform were ready to offer digital loans, the customer acquisition funnel was underperforming. Too few customers were signing up, and many who started applications abandoned the process before completion.
The central challenge was identifying why users were dropping off and how to address the bottlenecks in the customer journey. This is where Techlogix stepped in with its expertise in digital transformation and customer experience optimization. By integrating the omnichannel Customer Experience Management platform MoEngage into AdalFi’s system, Techlogix gave the fintech powerful tools to monitor, analyze, and refine every stage of the borrower’s journey.
With MoEngage, AdalFi was able to track customer interactions in real time, target prospects through multiple digital channels, and quickly experiment with changes to improve conversion rates. Techlogix used the platform’s analytical insights to drive several major improvements that transformed customer engagement and lending outcomes.
One of the critical fixes was a redesign of complex user interfaces. For example, the loan repayment schedule page was identified as a major friction point, with a high 17 percent drop-off rate. After redesigning the page for clarity and ease of use, the drop-off rate was reduced to just 6 percent. Similarly, Techlogix developed three distinct onboarding flows tailored to different customer segments: new borrowers, repeat borrowers, and digitally savvy users. Each flow was designed with customized user interfaces and targeted messaging to reduce friction and build trust.
In addition, Techlogix implemented a multi-channel outreach strategy that allowed AdalFi to connect with users through WhatsApp, SMS, and email. This approach amplified engagement and ensured that customers received timely reminders and relevant information, regardless of their preferred communication channel.
The impact of these changes was significant. AdalFi achieved a 44 percent reduction in overall application drop-offs, which directly translated into higher loan completions. More importantly, monthly lending volumes grew by 4X, demonstrating how digital experience improvements can scale lending operations rapidly. The success also helped AdalFi expand its partnerships, with five new banks joining the platform within a year.
This case study underscores the importance of customer-centric design and omnichannel strategies in fintech. As digital lending continues to grow in Pakistan and beyond, user experience has become a defining factor in success. By combining advanced analytics, seamless design, and multi-channel communication, Techlogix has shown how technology partners can enable fintech companies like AdalFi to scale sustainably and reach underserved segments with financial products.
