Case Study: BukuWarung achieves 3x customer engagement and faster payments with Twilio WhatsApp Business API

How indonesian fintech bukuwarung is using twilio to successfully drive customer engagement and build growth

BukuWarung is an Indonesia-based fintech founded in 2019 that provides digital bookkeeping, payments, and online-store tools for micro, small, and medium merchants, now serving over 7 million users. As competition and digital noise grew, the company struggled with low engagement from push notifications and SMS—exacerbated by delivery failures on lower-end devices—and needed a way to reach merchants via their preferred channel.

BukuWarung integrated Twilio’s WhatsApp Business API to send OTPs, automate support, deliver transaction updates, reports, payment reminders, and power Tokoko commerce communications, all tied into its CRM. The move tripled overall customer engagement, produced a 500% increase in payment-completion nudges, improved delivery rates and personalization, and streamlined support—boosting merchant trust and growth opportunities.

BukuWarung

Hariom Meena

Tech Lead Manager