Case Study: Up (digital bank) achieves mate-to-mate, scalable customer engagement with Twilio Programmable Messaging

How UP uses twilio programmable messaging in mate-to-mate customer engagement

Up is a mobile-first bank launched by Ferocia and Bendigo Bank to win the hearts of Gen‑Z and Millennial Australians. Targeting over 500k "Upsiders," the company needed to meet high expectations for smartphone-native, mate‑to‑mate communications—quick, conversational support and transactional alerts woven into customers’ everyday lives.

To do that Up adopted Twilio Programmable Messaging (multichannel API) to send and receive transactional messages and in‑app chat and SMS across the customer journey. The platform has scaled seamlessly with Up—supporting over a million messages and smooth customer experiences like lost‑card handling—helping Upsiders meet financial goals and allowing Up to expand products such as Home and HomeBuy.

Up

Chris Aitchison

Chief Technology Officer