Authentication Reliability — SMS Failover and WhatsApp

Business need

Authentication relies on timely OTP delivery. Provider downtime can prevent users from completing authentication and proceeding with transactions. The failure mode addressed in this work was quantified at 26,988 failed requests and approximately Rp924 million in potential lost transaction volume per downtime day.

My contribution

I owned the Crafter CMS platform, backlog, and technical specifications for customer communication, transaction alerts, and OTP authentication. The platform enabled teams to create and maintain notification templates.

I architected failover rails across two SMS providers with automatic switching and integrated one WhatsApp provider. I defined provider priority, retry strategies, and timeout thresholds to make delivery behavior explicit.

Delivery approach

The product work connected authentication reliability needs with provider integration requirements and engineering choices. I also integrated the iOS MoEngage SDK and structured event triggers for targeted user messaging.

Outcome and interpretation

The multi-provider design mitigated the identified authentication failure mode. The Rp924 million figure represents potential transaction volume exposed during downtime; it is a risk estimate rather than measured revenue or a realized financial saving.