BANKING CUSTOMER STORY
Kiwibank's digital transformation with Atomic.io, elevating customer security and engagement
About KiwiBank
CUSTOMERS
1 Million
Tools
Key result:
45%
activity increase in digital channels
Bridging the gap between promise and experience amid rising scams
Challenge
Solution
The integration of Atomic.io played a crucial role in enhancing the security of customer interactions by moving crucial messages into authenticated digital channels like the Kiwibank mobile app and internet banking web portal.
When a cyclone devastated parts of the North Island in 2023, Kiwibank needed to get messages out quickly to those impacted. Atomic.io gave them the ability to build, test, and deploy in-app messages at speed, achieving a remarkable 93% read rate from their support messages.
In moments when scams did inevitably arise, Kiwibank was able to swiftly send in-app messages that not only notified customers of a new SMS scam, but included an image of the exact scam and provided helpful ways to keep safe. Overall, Kiwibank holds an impressive 87% read rate with in-app messages – outshining traditional channels like email, SMS and phone.
Within their first year of implementing Atomic.io, Kiwibank saw their banking customers seamlessly make the switch to secure, digital channels. Self-service home loan maintenance through the web and mobile apps experienced a noteworthy 45% growth compared to it’s previous year. In addition, 90% of taxation accounts and 88% of credit cards were initiated through digital channels.
Key takeaway
By combining Atomic.io’s best-in-class technology with a customer-centric strategy, Kiwibank achieved a significant reduction in security risks, boosted engagement in digital channels, and solidified their reputation as an innovative institution committed to providing a safe and satisfying digital banking experience for all Kiwis.
