Axis Mutual Fund, the mutual fund arm of Axis Bank - India’s 3rd largest private bank serves over 6 million active investor accounts across its various schemes. They wanted to introduce WhatsApp as a channel of communication with their investors and distributors, giving customers easy, conversational access to account-related queries and the ability to connect directly with customer-care agents through WhatsApp.
Bringing a financial institution’s customer support to WhatsApp for millions of investors demands a platform that is responsive, reliable, and able to scale under real-world load.
The solution had to serve over 6 million investor accounts and their distributors over WhatsApp.
Customers needed simple, conversational access to account-related queries through the channel.
Customers also needed to reach customer-care agents directly through WhatsApp.
As a financial-grade platform serving millions, it had to stay performant and resilient under load.
Focaloid built a scalable, high-performance microservices platform on Node.js to power the WhatsApp customer-support channel.
Developed microservices and APIs in Node.js using a reactive design pattern, exposing clean APIs for the WhatsApp channel and internal services.
Implemented inter-service communication via the RabbitMQ AMQP message broker as part of performance tuning.
Implemented a distributed Redis cache for performance tuning and fast response times.
Managed Docker containers with Kubernetes and automated delivery through a Jenkins DevOps pipeline.
Focaloid architected for scale first, then built, tuned, and automated the platform.
Designed a reactive microservices architecture suited to high, variable load.
Developed the Node.js microservices and APIs powering account queries and agent connectivity over WhatsApp.
Added a distributed Redis cache and RabbitMQ-based asynchronous messaging for performance and resilience.
Containerized services with Kubernetes, automated delivery via Jenkins, and validated through QA.
For a mutual fund serving millions of investors, customer support is a constant, high-volume operation and investors increasingly expect to handle it where they already are: on WhatsApp. But a support channel for a financial institution has to be fast and reliable at scale, not just convenient. By building a reactive Node.js microservices platform tuned with distributed caching and asynchronous messaging, and run on Kubernetes - Focaloid gave Axis Mutual Fund a WhatsApp support channel that meets investors on their terms while standing up to the load of millions of accounts.
We design and build scalable microservices platforms - reactive, containerized, and performance-tuned to power conversational support for financial institutions and beyond.