Banking Customer Story

Banking Customer Story

Banking customer story

Kiwibank's digital transformation with Atomic.io, elevating customer security and engagement

Kiwibank's digital transformation with Atomic.io, elevating customer security and engagement

Kiwibank's digital transformation with Atomic.io, elevating customer security and engagement

/ Resources / Kiwibank Atomic.io Case Study

Who are Kiwibank?

Kiwibank is the largest New Zealand-owned bank and the fifth-largest bank by assets, with a market share of approximately 9%. Kiwibank has over 1 million customers.

Bridging the gap between promise and experience amid rising scams

In the past year, New Zealanders suffered losses amounting to $9 million as a result of scams. Kiwibank recognized the need for a digital transformation to not only enhance customer security but to make everyday banking easier and more convenient for their customers. The challenge lay in maintaining their commitment to providing a top-notch customer experience while taking on the introduction of messaging in secure channels like their mobile app and internet banking.

"Prior to implementing Atomic.io, in-app messaging had always felt slightly too hard to execute. We've since been able to demonstrate to our staff the massive opportunity of smarter, actionable in-app communication with Atomic.io."

David Parker — Head of Marketing Enablement

The role Atomic played

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.

"To build a single action card internally, it would take our developers a full sprint, costing nearly $30k, and the end result wouldn't deliver everything Atomic.io offers."

Mike Hyde — Senior Product Manager

Key take-away

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.

Atomic powers in-app messaging for Kiwibank

"For ever and a day, we’ve talked about right channel, right message, right time. Always felt like a bit of a b*llshit holy grail. But perhaps we’re actually bridging that gap now thanks to Atomic.io."

Simon Hofmann — GM Brand & Marketing

Atomic powers in-app messaging for Kiwibank

"For ever and a day, we’ve talked about right channel, right message, right time. Always felt like a bit of a b*llshit holy grail. But perhaps we’re actually bridging that gap now thanks to Atomic.io."

Simon Hofmann — GM Brand & Marketing

Atomic powers in-app messaging for Kiwibank

"For ever and a day, we’ve talked about right channel, right message, right time. Always felt like a bit of a b*llshit holy grail. But perhaps we’re actually bridging that gap now thanks to Atomic.io."

Simon Hofmann — GM Brand & Marketing

Atomic powers in-app messaging for Kiwibank

"For ever and a day, we’ve talked about right channel, right message, right time. Always felt like a bit of a b*llshit holy grail. But perhaps we’re actually bridging that gap now thanks to Atomic.io."

Simon Hofmann — GM Brand & Marketing

Atomic powers in-app messaging for Kiwibank

"For ever and a day, we’ve talked about right channel, right message, right time. Always felt like a bit of a b*llshit holy grail. But perhaps we’re actually bridging that gap now thanks to Atomic.io."

Simon Hofmann — GM Brand & Marketing

Next steps

We're here when you're ready

We'd love to meet you, show you Atomic, discuss your situation, answer your questions and help you evaluate Atomic quickly and easily.

Next steps

We're here when you're ready

We'd love to meet you, show you Atomic, discuss your situation, answer your questions and help you evaluate Atomic quickly and easily.

Next steps

We're here when you're ready

We'd love to meet you, show you Atomic, discuss your situation, answer your questions and help you evaluate Atomic quickly and easily.

Next steps

We're here when you're ready

We'd love to meet you, show you Atomic, discuss your situation, answer your questions and help you evaluate Atomic quickly and easily.

Atomic's in-app messaging platform helps you reach your customers in your most impactful channel - your app.

Atomic's in-app messaging platform helps you reach your customers in your most impactful channel - your app.

Atomic's in-app messaging platform helps you reach your customers in your most impactful channel - your app.

Atomic's in-app messaging platform helps you reach your customers in your most impactful channel - your app.