Case Study: Razorpay achieves faster customer responses with Slack

How fintech superstar Razorpay delivers faster customer responses with Slack

Razorpay is a rapidly growing Indian fintech founded in 2014 that now serves over 8 million businesses and employs about 2,300 people. As it scaled, the company faced the challenge of keeping customer payments reliable and support responses fast while avoiding information silos and maintaining cross‑functional collaboration and company values like transparency and ownership.

Razorpay made Slack its digital HQ, using channels for on‑call troubleshooting and product teams, automations and searchable FAQs, plus hundreds of integrations (Jira, Confluence, Asana) and Slack Connect for partners. The result: centralized, real‑time knowledge that speeds customer responses, enables rapid product delivery (e.g., Magic Checkout), reduces context‑switching, and preserves the company’s culture of transparency and ownership.

Razorpay

Chetty Arun

Director of Design