How Poonawalla Fincorp Boosted Payment Collections using WhatsApp

About Poonawalla Fincorp

Poonawalla Fincorp Limited, a Cyrus Poonawalla group Non-Banking Finance Company (NBFC), focuses on consumer and MSME financing, offering a diversified product suite to address the growing financing needs of customers and enterprises. Guided by integrity, transparency, and excellence, and a deep commitment to customer trust and service, the company harnesses technology to deliver innovative financial solutions and enable customer growth.
Source

Opportunity

The majority of collections at Poonawalla Fincorp were driven through auto-debit methods such as Standing Instructions (SI) and NACH. However, a significant portion still required follow-ups, where the team relied on automated nudges sent across multiple channels.

For digital payments the challenge was two-fold:

• Simplify the customer experience to make payments seamless and intuitive.
• Boost campaign performance by improving reach, click-through rates, and payment completion speed—while minimizing drop-offs and friction.

To achieve this, Poonawalla Fincorp chose WhatsApp as the most intuitive, high engagement channel. By integrating WhatsApp Payments, they empowered customers to complete transactions instantly without leaving the app—offering a friction free, secure, and highly familiar experience.

Solution

Poonawalla Fincorp partnered with Karix to launch a seamless payment journey on WhatsApp, aimed at driving higher overdue payment volumes and reduce reminder- to -payment completion time.

Here’s a what the journey looked like:

WhatsApp Payments helped Poonawalla Fincorp reduce friction, minimise drop-offs, while providing an intuitive, secure payment experience. All within the app that customers already use daily.

Impact

The initial results of timely and proactive nudges on WhatsApp were encouraging. In the first 90 days of the WhatsApp native payment journey going live, Poonawalla Fincorp registered a 5x growth in digital payments. Underlining the scale up and adoption of WhatsApp amongst customers.

Result