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How Poonawalla Fincorp Boosted Payment Collections using WhatsApp
How Poonawalla Fincorp Boosted Payment Collections using WhatsApp campaigns
5X
Growth in Digital Payments in first 90 days
5X
Growth in Digital Payments in first 90 days
5X
Growth in Digital Payments in first 90 days
Opportunity
The majority of collections at Poonawalla Fincorp weredriven through auto-debit methods such as Standing Instructions (SI) and NACH.However, a significant portion still required follow-ups, where the team reliedon automated nudges sent across multiple channels.
For digital payments the challenge was two-fold:
· Simplify the customer experience to makepayments seamless and intuitive.
· Boost campaign performance by improving reach,click-through rates, and payment completion speed—while minimizing drop-offsand friction.
To achieve this, Poonawalla Fincorp chose WhatsApp as themost intuitive, high-engagement channel. By integrating WhatsApp Payments, theyempowered customers to complete transactions instantly without leaving theapp—offering a friction-free, secure, and highly familiar experience.
Solution
Poonawalla Fincorp partnered with Karix to launch a seamlesspayment journey on WhatsApp, aimed at driving higher overdue payment volumesand reduce reminder-to-payment completion time.
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.
Here’s a what the journey looked like:
Siju Nair
Head Customer Experience
Partnering with Karix to implement WhatsApp Payments has significantly enhanced our Loan overdue collections process. The seamless integration and intuitive user experience have made it incredibly convenient for our customers to make payments directly within a familiar platform. Since launch, we've seen a measurable uplift in due payments and a noticeable reduction in the reminder-to-payment cycle. Karix’s expertise in building frictionless journeys helped us drive both operational efficiency and customer satisfaction. We look forward to expanding our use of WhatsApp for deeper customer engagement and collections going forward.
Poonawalla Fincorp Limited, a Cyrus Poonawalla groupNon-Banking Finance Company (NBFC), focuses on consumer and MSME financing, offeringa diversified product suite to address the growing financing needs of customersand enterprises. Guided by integrity, transparency, and excellence, and a deepcommitment to customer trust and service, the company harnesses technology todeliver innovative financial solutions and enable customer growth.
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a Tanla company is a strategic growth partner to enterprises, enabling meaningful, secure, and scalable customer engagements across the most trusted and emerging communication channels. With a future-forward mindset, agile execution, and a 25+ year legacy of innovation, we drive outcomes — not just outputs.
