Digital banking is built on several small, invisible moments of trust. The one‑time password (OTPs) receive is one such moment of trust. Every OTP is a promise that a transaction, log‑in, KYC verification, or an account update will proceed safely. Miss the promise even by a few seconds and it leads to customer frustration, loss of revenue, and a stream of support tickets.
If you factor in the millions of online transactions each day, you’ll realize that that amounts to millions of OTPs per day. And, the cost of each failure compounds quickly. The conversation has therefore shifted from “Do we need better delivery?” to “What precise measures guarantee 99+ % deliverability of OTPs without ballooning spend or head‑count?”
To help you save the time spent on worrying about the problem, we’ve put together some best practices you can follow to help your team deliver all your OTPs on time and without failure. Let’s get started.
Build redundancy before scale
You can’t send all your OTPs through a single channel or provider. Have multiple providers for each channel and distribute the load to streamline the delivery of your OTPs. You can use a modern CCM platform like Fyno to set the percentage of load distribution, and even send messages through different provider based on the geo-location. You should also build failover systems that switches over to an alternate communication channel in seconds, before the user notices a delay.
Achieve higher deliverability with smart routing
Consistency in deliverability arrives when an orchestration engine weighs latency, cost, customer channel preferences and historic error rates for every attempt, then picks the optimal vendor or channel. This real‑time routing of messages cuts costs by a third on average while pushing delivery rates beyond 99%. Advanced CCM platforms like Fyno among them has a smart routing engine that does all of this for you on autopilot.
Track every message, from dispatch to delivery
Knowing that an SMS was “sent” is useless when a fraud dispute lands on your desk. You need a modern CCM platform like Fyno that accurately captures timestamps, operator error codes, read receipts, etc. in real time. These rich audit logs offer instant troubleshooting, comes handy during regulatory audits and during dispute management.
Test newer channels to improve deliverability
Several global banks are moving away from plain text messages to send OTPs for sensitive transactions, and are trying out newer channels like WhatsApp and Time-based OTPs send as in-app messages. Your bank’s CCM should allow you to experiment and scale these methods quickly without incurring costs on engineering, development, and maintenance. With Fyno's no-code workflow builder, you can switch providers, add new channels, build new custom workflows, and make them live without requiring any engineering effort.
Fyno: 100% delivery is just one of the benefits
Fyno’s platform comes built with everything you need to streamline your customer communication stack - a single unified API, a no-code workflow builder, built-in telco operator integration & DLT approval management, detailed audit logs, smart analytics for cos optimization, vendor-wise dashboards for invoice reconciliation, and hundreds of other features.
Banks who use Fyno report sub‑five‑second median delivery and savings north of forty per cent, achieved without requiring development effort or code maintenance.
It’s decision time!
OTP volumes today has outgrown traditional CCMs. Reliability, observability, compliance, and cost discipline are now inseparable. Banks ready to put those principles into production should start with an honest assessment: Do we fail over automatically? Are we doing smart routing to maximize delivery and reach? Can we adopt a new channel? If gaps appear, the remedy is clear: place an intelligent, compliant, and channel‑agnostic orchestration layer like Fyno between your core banking system and your communication vendors to streamline the delivery of your OTP messages.
