Superbank scales CX with 8×8 SMS and WhatsApp APIs

Building a modern digital bank from the ground up

In the heart of Indonesia’s booming digital economy, Superbank is redefining what it means to be a modern bank. Originally founded as Bank Fama in the 1990s, the institution relaunched in June 2024 with a bold mission: to become a digital-first bank that delivers seamless, personalized financial services to millions.

“We’ve been acquiring and serving over 6 million customers and growing,” says Hermawan Tjakradiwiria, Chief Product Officer at Superbank. “We’re really happy to be part of this whole digital banking industry in Indonesia.”

For Hermawan and his team, CX is the core of every decision they make. “We really care about our customer experience and take a meticulous approach when designing any product or journey,” he explains.

A communications platform that scales with success

To build the kind of responsive, scalable bank they envisioned, Superbank knew it needed a communications partner that could support critical real-time interactions, from delivering OTPs to engaging users through marketing campaigns. They chose 8×8 from day one.

“8×8 was our first technology partner when we launched,” says Hermawan. “We use SMS for OTP and onboarding, and WhatsApp for more engaging content. The integration process was smooth thanks to your well-documented APIs.”

Reaching millions with messages that matter

Today, Superbank sends over 3 million SMS messages every month via 8×8. Whether it’s confirming sign-ups or pushing acquisition campaigns, the platform has kept up without a hitch. “We’re quite happy with how 8×8 has scaled with us,” Hermawan adds.

WhatsApp, meanwhile, has become the core of their customer notification strategy. “It’s the most popular messaging app in Indonesia,” says Hermawan. “We’re seeing better conversion and engagement rates by sending richer messages with content and images. This is a channel we really want to grow—through 8×8, of course.”

Tracking, reconciling, and optimizing in real time

For a digital bank that values precision, 8×8’s platform delivers more than just scale; it delivers visibility.

“The admin panel helps us do reconciliations and track if messages were delivered or read,” says Hermawan. “With 8×8 APIs, we can even see open and engagement rates for every campaign. It helps our team work more efficiently and effectively.”

Ready to grow together

Superbank is optimistic about the road ahead and is actively exploring new capabilities, including AI-enabled chatbots and automated engagement platforms to deliver even more personalized, efficient service at scale. With customer experience at the center of its growth strategy, the team views 8×8 as more than just a technology provider.

“8×8 gives us a scalable platform we can build on,” says Hermawan. “We feel like we’re set up for success. And that’s something we’re really looking forward to—growing and building the business together with partners like 8×8.”

“We’re seeing better conversion and engagement rates by sending richer messages with content and images.“

Hermawan Tjakradiwiria

Chief Product Officer, Superbank