Ecommerce / D2C (anonymised)
OTP reliability and cart recovery for a D2C brand
A D2C brand split OTP traffic from promotional SMS and added WhatsApp/RCS recovery journeys so festival campaigns would not starve checkout authentication.
Challenge
Festival SMS slowed OTPs. Cart recovery lived in email. Support asked 'did you get the OTP?' all day.
Approach
OTP lane isolation, webhook latency monitoring, official WhatsApp utility templates for order events, RCS for lookbook campaigns with SMS fallback.
How to read this
This is an anonymised operating story, not a promise that your funnel will behave the same way. Names and metrics stay unpublished until the client authorises them.
Reported results
- [Verified stat pending] — OTP p95 latency vs mixed-traffic period
- [Verified stat pending] — recoverable carts messaged on WhatsApp
- [Verified stat pending] — support tickets tagged OTP
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Share the channels, monthly volume, and whether traffic is promotional or transactional. Pricing is quoted — we do not publish a fake package grid.