The challenge: meeting rising customer expectations
In tech-savvy Indonesia, where internet penetration reaches approximately 70%, customer expectations are evolving rapidly. Flip, one of Indonesia's largest payment service providers (PSP) for retail clients, recognised that today's young, tech-driven population demands instant, seamless payment experiences — whether for e-commerce purchases, in-store payments or person-to-person transfers.
"Today's Generation Z expects instant and seamless experiences when it comes to any digital payment," explains Sourabh Gupta, Senior Vice President of Product and Design at Flip. "This is all they've ever known."
However, the company faced significant challenges with their international money transfer services, including high failure rates, long processing times for certain routes and limited visibility into transaction status. What's more, these inefficiencies caused a higher customer support ticket volume for transaction inquiries, driving up the business' costs.
The solution: Industry collaboration
However, the regional PSP was about to transform its international remittance service, Flip Globe. In February 2025, Flip partnered with Wise Platform to revolutionise its cross-border payment operations, initially launching 15 key international payment routes.
"We wanted to do something different and were looking for someone who shares our DNA when it comes to serving customers who value speed and reliability," shared Gupta.
Wise Platform brought its extensive global infrastructure to the partnership, including its growing direct connections into faster payment systems, smart routing technologies and deep local expertise. Through a simple API integration, Flip is now able to access faster, lower cost payments in key currencies such as MYR, CNY, KRW, THB, SGD and INR.
Through a simple API integration, Flip is now able to access faster, lower cost payments in key currencies such as MYR, CNY, KRW, THB, SGD and INR.
The impact: enhanced payments and operations
Within just a few months of implementation, Flip reported remarkable results, reducing operational costs, enhanced customer experience and revenue growth.
For its customers, this meant dramatically faster transfers - for example, the Philippines route processing time was reduced from 8.5 hours to just 20 seconds with our direct access to InstaPay. What's more, Flip now offers an on-time guarantee for all transfers, promising refunds if delivery commitments aren't met.
And, if that wasn't impressive enough, customers have witnessed a significant reduction in payment failures. US route failure rates dropped from double digits to just 1-2%. The business has also witnessed a 5-10% increase in transaction volume across all implemented routes.
Flip has also seen a 40% reduction in overall customer support tickets, including a 60% reduction in support tickets specifically for the Malaysia route, greater transaction predictability allowing better customer self-service as well as increased revenue from higher transaction completion rates.
Looking ahead: Expanding the partnership
Building on this success, Flip plans to extend the Wise Platform partnership to cover more of their 60+ international corridors and to continue focusing on customer experience as their key differentiator.
"This is really just the beginning of our story," said Wise Platform's Implementation Director for Asia Pacific, Flora Shi. "As we continue to work together, there will be more ways we can add value to customers across the region."
This partnership reflects a broader trend in global payments, where customer expectations have undergone a dramatic shift. In Thailand, for example, customers went from making four or five instant payments monthly in 2020 to 30 a month by the end of 2024 — a sixfold increase.
For companies like Flip, delivering on these heightened expectations isn't optional — it's necessary for success in an increasingly competitive market.
"As technology changes with time, so do customers' expectations, and companies need to adapt to meet those expectations," Gupta concludes. "Instant payments aren't just something customers want — they're how global businesses function — and through this partnership, we look forward to delivering experiences that not only satisfy our customers, they delight them."
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