Figured – Atomic.io
FINancial Services CUSTOMER STORY

Figured increase notification action rates and minimise demand on their customer support team

About Figured

Figured is a complete crop, livestock and dairy, production tracking, farm accounting, budgeting and forecasting tool that delivers accurate financial data.

CUSTOMERS

50k+

Key result:

5x

faster product release shipping

Empower users to respond and interact with smart and interactive messaging

Challenge

Figured provides financial management software to farmers and their advisors, helping them make better, more profitable decisions and plan for the future. These are often large, diverse and globally dispersed teams of people collaborating on the same set of complex data.

Solution

Figured needed an actionable notifications solution that was easy for end users to interact with, and seamlessly integrated with both their front-end user experience and back-end systems. It had to efficiently reconcile customer data with the different people and geographies. It had to deliver customer communications privately and securely, and importantly their customers needed to be able to take action and resolve things instantly without assistance from the customer support team.

Using the Atomic.io cloud platform, Figured now ship, monitor and optimise customer communications and interactions in a fraction of the time that they used to. The results so far are outstanding, and Figured is investing further in their Atomic.io capability to accelerate the delivery of their mobile experience.

Improving messaging effectiveness 
Figured had mature email and chat-based messaging capability, but knew that there must be a better way for their users to make important, in-the-moment decisions. They needed a way to push bite-sized, time-sensitive, actionable messages directly to targeted users in-app, and a way to immediately capture their responses from those messages.

Atomic.io enabled Figured to consolidate their old process into bite-sized cards that were instantly actionable by their customers.

Minimising demand on the customer support team 
More effective in-app engagement has delivered a clear impact to Figured’s bottom line. In the last twelve months, Figured doubled their customer base. This impressive growth was achieved without increasing their Customer Support team or response times, thanks to a relentless focus on implementing smart new ways to proactively guide and support customers in app.

Key takeaway

Figured needed an actionable notifications solution that was easy for end users to interact with, and seamlessly integrated with both their front-end user experience and back-end systems. It had to efficiently reconcile customer data with the different people and geographies. It had to deliver customer communications privately and securely, and importantly their customers needed to be able to take action and resolve things instantly without assistance from the customer support team.

Using the Atomic.io cloud platform, Figured now ship, monitor and optimise customer communications and interactions in a fraction of the time that they used to. The results so far are outstanding, and Figured is investing further in their Atomic.io capability to accelerate the delivery of their mobile experience.

The “build vs buy” decision was very easy. It would have taken us exponentially longer to build the front end experience alone, rather than integrate with the complete product offering Atomic.io has.

Richard Wyke

Chief Product Officer, Figured

Atomic.io blends with our existing design system to seamlessly provide the look and feel to compliment our application. Atomic.io removes confusion and friction for our customers, and enables our team to ship 5x faster.

May Lin Tye

Product Owner, Figured

More Customer Stories

“Engaging customers in an actionable habit sits at the heart of our retention and growth strategy. We could have spent years building this capability ourselves but wanted to keep up with our customers’ needs. So it was crucial that we got a great experience to market quickly… Atomic allowed us to get up and running in a month.”

Richard Phillips • Chief Growth Officer 
Kiwi Wealth

“With the increasing urgency to push the bank to a digital first operating model, more and more of the interactions around product servicing, compliance and general customer support need to be digitized in a way that makes things easy for our customers. Atomic has provided us an efficient and effective path forward to solve this problem, across channels, and to help us avoid the pitfalls of trying to build this ourselves. The crew at Atomic has been incredibly supportive and proactive in getting us to this point in our journey.”

Nick Fantham Digital • Product Manager
BNZ

“We chose Atomic to sit at the heart of our platform, powering the mission-critical proactive in-app patient engagement and actionable messaging layer, because it gives our customers unparalleled power and flexibility. Only Atomic offers a highly secure, HIPAA compliant, low-code enterprise-cloud platform that integrates seamlessly inside our digital experience platform.”

Daniel DelMastro • Chief Executive Officer
SS&C Health

“In a world of giant MarTech platforms, sunk integration costs and high SaaS fees, Atomic is a light-weight, complementary tool that helps us get value from what we’ve already invested in, and be right where our customers need us. Atomic is a game-changer for health insurance businesses. It lets you shift critical, sensitive customer interactions away from email and into app. The messages are interactive, and completely traceable.”

Regan Savage • Head of Marketing & Engagement
Southern Cross Health Insurance

“Our customers wanted a better way to take action and we wanted to do this the best way possible. Atomic was the obvious choice and was far more effective and scalable than other options.”

Paul Bartlett • Head of Customer Channels

Foodstuffs North Island

Featured resources

The Customer Experience: MarTech and Data 2023

Build trust by leveraging MarTech and data. Explore how to match leadership priorities to emerging customer expectations. 

The Customer Engagement Spotlight 2023

Understand your customers needs. Based on cross industry insights gained for Australia’s top customer engagement leaders and executives.

The Future of Apps Series with Rod Drury, founder of Xero.

In today’s fast-paced landscape, organisations need to move quickly and leverage what they know about their customers, investment in data and potential for automation.

Let’s talk about you

Want to send actionable messages to your customers right inside your app? Get in touch today to discuss your customer experience challenges and opportunities – and see how Atomic.io can help.

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