Case Study: Hong Leong Bank achieves faster, secure PIN delivery and 50% cost savings with Infobip SMS solution

Optimizing credit card PIN delivery

Hong Leong Bank faced slow, hard-to-track PIN delivery for newly issued debit and credit cards in Malaysia—secure envelopes sent by post took 2–7 days to arrive, leaving cards deactivated and creating cost, security and tracking challenges. Infobip proposed an SMS-powered PIN delivery solution (a PCI DSS‑compliant, secure SMS flow) to replace printed mailers and speed up, simplify and secure the process.

Infobip implemented secure SMS PIN delivery with Number Lookup validation and real‑time reporting, enabling the bank to track deliveries, resend or offer alternatives when needed, and reliably deliver messages even during network congestion. The result: customers received PINs faster and activated cards immediately, Hong Leong Bank reported about a 30% increase in internal process efficiency and roughly a 50% reduction in PIN delivery costs, along with improved delivery insight and reliability.

Hong Leong Bank

Albert tho

Project Manager