As a fast-growing digital banking platform, Jupiter Money needed to strengthen two crucial customer moments that directly impact revenue and trust: credit card activation and timely bill payments. Many users were stalling at the final activation step, slowing onboarding and reducing the value of newly acquired customers. At the same time, traditional payment reminders often went unnoticed, leading to missed due dates, increased delinquency risk, and higher follow-up effort. Across both journeys, the core issue was the same—existing channels couldn’t reliably command immediate attention when it mattered most.

Jupiter reimagined its customer journeys using the WhatsApp Business API, building a communication system that was fast, personal, and action-driven. For credit card activation, once the card was delivered, customers received a personalised WhatsApp prompt with a clear activation button and simple guidance—removing hesitation, friction, and drop-offs. For bill payments, Jupiter sent friendly, contextual reminders for upcoming due dates that included the payable amount and a one-tap payment link, making repayment seamless and stress-free.

By shifting high-intent nudges and reminders to WhatsApp, Jupiter strengthened outcomes across two critical journeys—credit card activation and bill payments. The program operated at high 6-figure monthly volume, delivered performance in an above 95% reliability bracket, and achieved CTR in the top quartile vs BFSI benchmarks. Most importantly, the intervention drove a significant uplift in last-mile completion, reducing drop-offs and helping customers take action at the moments that matter.