/ 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.
"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.
