Superbank scales CX with 8x8 SMS and WhatsApp APIs

Overview: Superbank, a digital-first bank in Indonesia, relaunched in June 2024 to deliver seamless and personalized financial experiences. With over 6 million customers, the bank chose 8x8 as its first technology partner, integrating 8x8 SMS APIs and 8x8 WhatsApp Business to support secure authentication, customer notifications, and high-impact campaigns. By using 8x8’s scalable platform and robust reporting tools, Superbank has streamlined communications, improved engagement, and is well-positioned for continued growth.

"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 8x8."

Hermawan Tjakradiwiria

Chief Product Officer Superbank

Building a modern digital bank from the ground uplink to this section

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 successlink to this section

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 8x8 from day one.

“8x8 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 matterlink to this section

Today, Superbank sends over 3 million SMS messages every month via 8x8. Whether it’s confirming sign-ups or pushing acquisition campaigns, the platform has kept up without a hitch. “We’re quite happy with how 8x8 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 8x8, of course.”

Tracking, reconciling, and optimizing in real timelink to this section

For a digital bank that values precision, 8x8’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 8x8 APIs, we can even see open and engagement rates for every campaign. It helps our team work more efficiently and effectively.”

Ready to grow togetherlink to this section

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 8x8 as more than just a technology provider.

“8x8 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 8x8.”

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

Hermawan Tjakradiwiria

Chief Product Officer, Superbank