SMS Service for Banks and NBFC Lenders, Built for Every Borrower

Where an SMS service for banks and NBFC fits in the loan cycle

A single NBFC loan creates many customer messages from application to closure. An SMS service for banks and NBFC teams has to carry all of them on time: the application OTP, the sanction note, the disbursal confirmation, the NACH mandate status, monthly EMI reminders, a bounce notice if the mandate fails, and the closure letter alert.

For cooperative banks, small finance banks and microfinance lenders in Tamil Nadu and Kerala, many borrowers still use basic phones. SMS reaches them without an app or data pack. A gold loan customer in Pollachi gets the same renewal alert as a salaried borrower in Chennai, in the language they read best.

Which route each banking message needs

DLT rules decide the route by message purpose. Choosing correctly keeps templates approved and messages delivered.

• Login, payment and net banking OTPs: transactional route with a -T header, sent any time.
• Debit, credit and balance alerts: transactional route, triggered by your core system.
• EMI due, NACH status and KYC update requests: service implicit route with a -S header.
• Pre-approved loan and credit card offers: promotional route, -P header, non-DND or consented numbers, 10am to 9pm.
• Overdue follow-ups: service implicit, factual wording, sent in daytime hours.

Compliance points for RBI-regulated lenders

RBI expects lenders to treat borrowers fairly during recovery. Keep overdue messages factual: amount, due date and how to pay. Avoid threats, avoid messaging third parties, and schedule collection reminders during normal daytime hours. Our panel lets you set send windows per template so a late batch never goes out at night.

Never place a full account number, card number, PIN or password in an SMS. Mask to the last four digits. Since October 2024 only whitelisted URLs can appear in SMS, which also blocks lookalike phishing links from your own header. Register your payment page domain on DLT before you use it in a template.

Under the DPDP Act 2023, take clear consent for marketing and honour STOP replies quickly. Transactional alerts tied to an active account do not need marketing consent, but the content must stay within the approved template.

Delivery reports and audit records for lenders

Auditors and grievance teams often ask whether a borrower was actually informed. Our delivery reports record the submit time, operator status and final delivery time for every SMS. Push them to your LMS by webhook and store them against the loan account, so your branch can answer a complaint with a dated record instead of a guess.

Use sub-accounts for each branch or product line, such as gold loans, vehicle loans and microfinance. Head office keeps control of headers and templates while each team sees only its own MIS reports.

When to add WhatsApp or RCS to bank SMS

Keep SMS as the base layer for OTPs and alerts because it works on every handset. Add WhatsApp utility messages when you need to send an EMI schedule PDF, a loan statement or a payment button, at ₹0.12 to ₹0.16 per utility message on our plans. RCS gives you a verified brand name and logo in the inbox, which helps customers tell your alerts apart from fraud. Use SMS fallback whenever the other channel cannot deliver.