Forever and a day, our industry talked about the right message, right channel, right time. It always felt that was a bit of a clichéd holy grail... but perhaps we’ve actually started bridging that gap now, with Atomic.io helping to enable this.
Results at a glance
Transforming in-app messaging to drive real-time engagement
~30% reduction
Contributed to a ~30% reduction in card reissue related frontline interactions, just 3 months* after the deployment of card reissue notifications
The challenge
Disconnected channels and delayed communication
Kiwibank is a purpose-led organisation that has modern, Kiwi values at heart and keeps Kiwi money where it belongs – right here in New Zealand. As a Kiwibank, with more than a million customers, their trusted experts are focused on supporting Kiwi with their home ownership aspirations and backing local business ambitions. Kiwibank is the #1 bank in Kantar’s 2025 Corporate Reputation Index and the only bank in the top 15.
Kiwibank faced a growing challenge in how it communicated directly and effectively with customers. However, in-app messaging was difficult to configure, slow to deploy, and often ignored. Messages lacked personalisation and timeliness, reducing their impact and increasing pressure on frontline support.
With consumer awareness of fraud and scams on the rise, the security of 1:1 communication within authenticated environments further compounded the challenge.
Kiwibank needed a secure, fast, and user-friendly solution; Atomic.io arrived just at the right time.
Atomic were responsive, collaborative, and always open to feedback – continually evolving the product with us.
The approach
Partnership-driven innovation
After assessing the market, Kiwibank determined Atomic.io had the greatest potential to effectively and efficiently deliver the customer messaging experience they needed.
From Atomic.io’s perspective, the project demonstrated the importance of deep collaboration and care. It required the provision of end-to-end support across the implementation lifecycle, integrating Atomic.io into Kiwibank’s mobile and internet banking platforms, conducting thorough testing to ensure performance and security standards were met, and providing training to internal teams for effective use of the platform.
Cognisant of Kiwibank’s internal delivery timelines, Atomic.io aligned with their sprint cycles and assisted in the execution of messaging campaigns.
Rather than focusing solely on delivery, our engagement model is about driving value and adapting as needed. We go on the journey with our customers.
Atomic.io brought more than just a platform. They brought deep financial sector expertise, adaptability, and a commitment to co-designing the solution alongside Kiwibank.
The approach
Partnership-driven innovation
Atomic.io supported this rollout with hands-on integration, training, and ongoing optimisation, to ensure the personalised, real-time, secure in-app messaging capability is leveraged fully ongoing.
Crawl
Introduced core messaging functionality quickly and securely.
Launch quickly
Walk
Integrated with Salesforce Marketing Cloud to enable personalised, data-triggered communications.
Ramp up
Run
Now expanding into richer, real-time messaging across broader customer journeys.
Scale out
The impact
Felt across customer experience
The impact
Real business results
Proactive alerts, like fraud or holiday-related disruptions, now reach customers instantly in-app, have reduced ‘avoidable calls’ and freed up frontline staff to focus on higher-value and more complex customer queries.
Contributed to an approximately 30% reduction in card reissue related frontline interactions in just three months*, driving both operational savings and improved resource allocation.
Reduced ongoing maintenance cost and effort compared with building, running and maintaining an internally built messaging system.
Marketing now operates with far greater agility, independently designing and optimising campaigns in line with real-time customer feedback on messaging, and without relying on IT or experiencing long development lead times.
In many organisations, creating and delivering a message can take an entire sprint cycle. Atomic.io helped Kiwibank reduce this to minutes, accelerating speed to market without compromising compliance.
Messaging that previously took a full day to launch can now go live in under an hour, allowing Kiwibank to respond rapidly to emerging needs and customer insights.
Removing complexity
Atomic.io’s focus on removing complexity played a key role
It’s enabled a more proactive, personalised and responsive experience, which aligns with our commitment to putting the customer at the heart of everything we do.
Partnership highlights
Seamless integration and flexibility
Integration with Salesforce Marketing Cloud
Atomic.io responded to Kiwibank’s need to integrate with Salesforce Marketing Cloud (SFMC) and built the capability in partnership together. The bank became the first in NZ to connect Atomic.io with SMFC, unlocking the ability to deliver personalised, in-app messages at scale, driven by customer behaviour and data.
As a trusted Salesforce partner, having led many integrations previously, Atomic.io was able to engineer a custom plugin that enabled a click-based, UI-friendly orchestration layer – making messaging seamless within Kiwibank’s existing systems.
This allowed them to use their existing tech stack without adding complexity – a breakthrough in execution.
We’re most proud of integrating Atomic.io with Salesforce Marketing Cloud.
It’s changed how we engage with customers and has laid the foundation for smarter, more proactive experiences.
Partnership highlights
Seamless integration and flexibility
Rapid fraud response
Atomic.io brought more than just a platform. They brought deep financial sector expertise, adaptability, and a commitment to co-designing the solution alongside Kiwibank.
Flexible, collaborative support
Atomic.io showed up as a true partner – not just a vendor. Their proactive mindset and responsiveness helped keep momentum strong.
We focus on being a genuine extension of our customer’s teams- responsive, pragmatic, and deeply aligned to their goals.
They didn’t push for perfection. Instead, they focused on steady progress. There was very little code required to integrate Atomic.io in our apps. The power of the messaging is in the Atomic.io engine.
What’s next?
Atomic.io is now a foundational part of Kiwibank’s digital communications. The teams continue to evolve the partnership – driving deeper integrations and smarter, more contextual customer experiences.
Working with Atomic.io has been great. They’ve felt like a true partner, collaborative, responsive, and up for a challenge.
Whether it was integrating with Salesforce or helping us move faster as a team, they’ve been there to support us.
The results have been real, with faster time to market and targeted messaging we’re delivering a smoother and more tailored experience for our customers. We’re excited to keep building on what we’ve started together.
