Enabling scalable credit card servicing with Twilio
Discover how a national bank partnered with Zennify and Twilio to power its credit-card-as-a-service platform—enabling branded IVRs, API-connected servicing, and rapid partner onboarding at scale.
About the Client
A national bank—one of the first in the country to offer credit-card-as-a-service set out to launch a modern platform enabling business customers to provide their own branded credit cards. The offering required integrated IVR and mobile app access, white-labeled servicing, and secure customer support across partners. To succeed, the bank needed a scalable, flexible system that could support growth, ensure compliance, and deliver a seamless experience.
Powering a white-labeled platform at scale
With credit-card-as-a-service still an emerging model, the bank faced high expectations from business clients. These partners needed branded cards, real-time account servicing, and premium support—all within a flexible, secure environment.
Internally, the bank had to:
- Launch quickly and meet aggressive delivery timelines
- Coordinate across teams, regulatory requirements, and partner needs
- Build a support system that could scale across multiple clients and customer bases
- Provide seamless service through both mobile and IVR channels
They needed a future-ready solution that could meet today’s demands and adapt to tomorrow’s growth.
The Zennify Solution
Platform implemented
Twilio Flex and Studio (custom contact, agent support, and servicing platform)
Systems integrated
Mobile app, backend servicing systems, Zendesk for ticketing
Capabilities delivered
API-driven customization, underwriting and compliance workflows, branded credit card support
Built for
Scalability, partner onboarding, and multi-client servicing
A custom platform built for growth
Zennify (formerly Terazo), partnered with the bank’s internal team to design and implement a flexible, scalable platform for customer contact, agent support, and servicing. Built on Twilio Studio and Flex, the solution included:
- A custom IVR built using Twilio Studio for end-user account access
- A Twilio Flex-based contact center tailored for underwriting, risk, and compliance workflows
- API development to connect backend servicing systems, the mobile app, and customer support channels
- Zendesk integration to manage service requests and issue tracking across all clients
Designed with Agile delivery principles, the platform was built to handle multiple partners, each with their own branded credit card and customer base while ensuring regulatory alignment and operational efficiency.
Results that speak for themselves
Credit-card-as-a-service platform launched to support partner-branded cards
Control and flexibility through API-connected workflows and Twilio Studio IVR
Built on Twilio’s SuperNetwork and delivered with Zennify’s Agile methodology
