Impact Analysis of Digital Lending Services for Indonesian SMEs
AwanTunai partnered with Fortell Impact to conduct an impact analysis of its digital lending services for small and medium business owners in Indonesia. Using both AI avatar surveys and phone calls, the study captured how AwanTunai's fast, flexible loans helped entrepreneurs grow their businesses, increase sales, and improve their quality of life.
Background
AwanTunai provides digital lending services to small and medium business owners across Indonesia. The company sought to understand the real-world impact of its financing on customers' businesses and lives, including how loans were being used, whether they were driving growth, and how customers perceived the service.
Measuring real-world lending impact at scale
Understanding the true impact of digital lending on small business owners requires capturing nuanced qualitative feedback alongside quantitative metrics—a challenge when serving a diverse, geographically dispersed customer base across Indonesia.
Traditional customer surveys often fail to capture the depth of experience needed to understand lending impact. AwanTunai needed an approach that could reach customers efficiently while gathering rich qualitative insights about how loans affected their businesses and lives.
Regionalised avatar for fintech impact measurement
The regionalised AI avatar was designed to reflect the demographic characteristics of AwanTunai's customer base, improving engagement and trust. The multimodal approach—combining avatar surveys with phone calls—maximised reach across different customer segments and technology comfort levels.
"The handling is faster, accurate, flexible, and definitely comfortable. That's the reason why I can inform that cash cloud helps a lot."
"From having little to a lot and can meet all and can create jobs for people around."
"Things are better since I started doing business with AwanTunai."
Key findings
Business impact: Sales increased significantly for the majority of customers after receiving financing from AwanTunai.
Quality of life: Customers overwhelmingly reported that their lives had improved with financing from AwanTunai.
Employee growth: Customers reported increases in their number of employees since getting financing.
Customer trust: AwanTunai achieved an excellent Net Promoter Score, with customers valuing speed, ease, and flexibility.
Access gap: Most customers did not have a good alternative for loans before AwanTunai, highlighting the service's role in filling a critical financing gap.
Areas for improvement: Customers identified opportunities around loan limits, competitive pricing, and enhanced customer service.
Outcome
The analysis revealed that AwanTunai's services had a significant positive impact on customers' businesses and lives. Customers valued the speed, ease, and flexibility of the service, particularly those lacking capital. The study identified areas for improvement including loan limits, pricing competitiveness, and customer service, providing AwanTunai with actionable insights for product development.
Decision Impact
Findings informed AwanTunai's product development priorities around loan limits, pricing, and customer service improvements.
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