Customer journeys
End-to-end flows that move customers from first touch to signed and verified.
SolutionsReal outcomes.
Real outcomes.
Proven at scale.
Trusted by enterprise teams.
These outcomes are powered by Playground - over ten years of enterprise-grade communications infrastructure, now with AI execution and compliance built in.
What teams have built on Upwire.
From digital onboarding to arrears management - here's what teams have shipped on Upwire across regulated industries.
Operations & workflow
Multi-stage processes orchestrated across teams, channels, and systems.
Notifications & alerts
High-volume, time-sensitive messages delivered through the right channel.
Document generation
AI-triggered documents created, versioned, and delivered with a full audit trail.
Payments & collections
Compliant payment capture and arrears workflows embedded into customer journeys.
IndustriesBuilt for industries where
Built for industries where
getting it wrong has consequences.
The more regulated the environment, the harder execution becomes - and the more valuable the solution.
Financial Services
AI-driven collections, decisioning, and customer communications - PCI compliant, fully audited, zero compliance exposure.
Receivables Management
Autonomous AI workflows that contact, negotiate, and resolve - within regulatory boundaries, documented at every step.
Insurance
Claims processing and customer interactions executed by AI - with provable compliance at every touchpoint.
Telecommunications
Customer lifecycle and retention driven by AI agents operating inside controlled, auditable boundaries.
660%
Increase in customer engagement
$8M
In incremental revenue
30%
Improvement in collection rates
2300%
Uplift in online application completion
Thorn Business Finance.
660% engagement uplift.
An ASX-listed finance company replaced expensive manual contact centre outreach with automated, personalised payment journeys - and transformed their collections performance in 30 days.
The Challenge
Thorn Business Finance (part of ASX-listed Thorn Group) was relying on a manual contact centre to chase overdue payments. The approach was expensive and reaching only a fraction of their borrower base - with active responses from just 11% of customers contacted.
The Outcome
Upwire automated Thorn's payment outreach with personalised SMS and email - each containing a link to a tailored NanoSite that gave customers control over how and when they engaged. Engagement climbed from 11% to 84% immediately - a 660% uplift. More than 3,000 customers completed a payment plan agreement within the first two days. Over $8 million in incremental revenue in phase one.
Industry: Financial Services · ASX-listed · $8M+ phase one revenue
Grays.com
30% better receivables results.
Australia's largest online auction house replaced a manual, inconsistent collections process with a structured 7-day automated workflow - and got dramatically better outcomes with dramatically fewer people.
The Challenge
Over 10% of customers had lapsed payment cards by the time they won an auction - creating a collections problem that was expensive and slow to manage manually.
The Outcome
A three-stage, seven-day collections workflow with escalating messages across SMS, email, and digital payment portals. Collections staff reduced by 80%. Collection rates improved by 30%.
Industry: Online Retail · 80% staff reduction · 30% collection rate improvement
Leading Australian super fund.
2300% uplift in completions.
A major superannuation group was losing prospective members to abandoned applications. Automated onboarding communications turned that leakage into one of their best-performing member acquisition channels.
The Challenge
Very low completion rates on online member applications. The onboarding journey was fragmented - members would start an application and abandon it before completion.
The Outcome
A transformative member onboarding communication solution - automatically engaging prospective members at the right moment, through the right channel. The result: a 2300% uplift in online application completion.
Industry: Superannuation · 2300% uplift in application completion