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For over 40 years, finPOWER Connect has been a cornerstone of the lending industry across Australia and New Zealand.
Their platform is a complete powerhouse, bringing together origination, servicing, collections, and compliance into one connected system. But in an industry that’s constantly evolving, staying ahead means adapting. The finPOWER Connect team saw a major shift in customer behavior and knew their clients needed a new tool to keep pace.
When old-school communication just doesn’t cut it
Before SMS, the lender's toolkit was predictable: phone calls, letters, and emails. While these methods were once standard, they were becoming a significant source of operational drag.
"These methods were slow, time-consuming, and often missed the mark," the finPOWER Connect team shared. "Calls took too long, letters delayed responses, and emails got buried in inboxes. The biggest frustration was the lack of immediacy — and that meant slower payments, more follow-ups, and greater operational drag."
The industry was moving toward digital-first engagement and borrowers were beginning to expect quick, convenient communication. It was clear that relying on these traditional, sluggish methods was no longer sustainable.
Turning to integrated SMS messaging
The finPOWER Connect team realised they needed to give their customers a better way to communicate with clients. And they couldn't just recommend an external tool.
To provide real value, they needed to build instant messaging right into the finPOWER Connect ecosystem.
"It doesn't make sense to have multiple platforms in 2025," they explained. The data showed that SMS consistently delivered the highest open and response rates.
By building messaging directly into their platform, they could empower lenders to automate reminders and confirmations within their existing workflows, dramatically improving both speed and efficiency.
Finding a partner built on trust and reliability
In finance, trust is non-negotiable. When searching for an SMS provider, finPOWER Connect had an exacting list of must-haves. They needed a partner with:
Ironclad security and strong compliance credentials.
Dependable API performance with proven uptime and scalability.
Seamless international messaging to service overseas customers.
Native, two-way message logging for a clear audit trail.
Knowledgeable local support.
"ClickSend met every requirement," the team stated. "A trusted reputation for secure messaging that aligns with the financial industry’s high standards."
The final piece was the integration itself. "ClickSend’s API documentation was clear, and our developers were able to integrate it quickly. The API’s flexibility allowed us to tailor messaging workflows to suit finPOWER Connect without compromise."
Real-world results and happier lenders
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Since launching the SMS feature, the positive changes have been undeniable. Lenders have seen a significant reduction in overdue accounts and have cut down on manual follow-up time. The engagement rates for SMS reminders consistently outperform email and phone calls.
To paint a picture, here are a few ways their customers use SMS for client communication.
Payment reminders: an automated SMS about an overdue payment is sent directly from finPOWER Connect. The borrower receives it instantly and often pays within minutes.
Secure approvals: one-time verification codes are sent via SMS during loan approvals, creating a fast, secure experience that keeps the process moving.
Investor opportunities: lenders can now instantly notify investors of new loan opportunities, ensuring the deal gets funded fast so the investor doesn't miss out.
The stories from their customers highlight the daily impact. "One lender told us they used to spend hours chasing documents by phone," the team shared. "Now, they trigger automated SMS reminders and get responses within minutes. It’s streamlined their collections process and freed up their team to focus on higher-value work."
A competitive edge for today and tomorrow
This integrated messaging feature reinforces finPOWER Connect’s position as a modern, customer-centric platform. "It’s really key that our lenders have no need to jump to another system to action items, report or conduct work," they emphasised.
Looking ahead, their goal is to make communication "even more proactive, seamless, and aligned with the full lending lifecycle through automated workflows."
When asked to sum up the partnership, the team offered a quote that says it all:
“ClickSend helps us deliver secure, instant communication that lenders and borrowers trust. Together, we’re making lending faster, smarter, and more connected.”