Dalex Finance hits 72% WhatsApp open rates, replacing email at 6-8%

About Dalex Finance

Dalex Finance and Leasing Company Limited is a licensed non-bank financial institution headquartered in Accra. Licensed in 2005 by the Bank of Ghana to operate as a Special Deposit-Taking Institution (SDI), Dalex has positioned itself as the foremost digital nonbank finance company in Ghana since 2018. The company operates a fully digital, branchless model, offering 2-hour mobile-first loans anywhere in Ghana, cashless transactions, and end-to-end loan origination on mobile. Regulated by the Bank of Ghana, Dalex serves customers through three core brands: Dalex Capital (competitive-return investments), Dalex Swift (stress-free personal loans), and Dalex Savings (micro-deposit investment paths).

The Challenge

Dalex Finance was sitting on a goldmine of customer data but had no structured way to activate it. Email open rates were stuck at 6-8%. SMS blasts felt impersonal and were untracked. Their customers were already on WhatsApp, but the team had no way to run targeted campaigns at scale without making it feel spammy or low engagement.

What They Did

“Using Intelli's WhatsApp broadcast tool significantly increased customer engagement on the Dalex Swift Campaign and the Intelli team was very helpful and responsive!”

Mary Efua Kumah, Asst. IT Manager, Dalex Finance

Results

Out of 10,000 people reached in one campaign, 7,200 opened and engaged. Compare that to their email campaigns at 6-8% open rates. WhatsApp did not just outperform email. It made it irrelevant for this use case. The segmentation approach also kept their quality score healthy: fewer reports, fewer blocks, more conversations.

• 10K: People reached in 1 campaign
• 72%: Open rate
• 7,200: Messages opened

“10K people reached. 72% opened. One campaign. When you send the right message to the right person on the right channel, the numbers speak for themselves.”