Challenge
Westpac were on the lookout for a way to uplift their customers’ experience when inside the Westpac One App and Online Banking site.
Westpac identified that to drive further engagement for customers, they needed to create more personalised notifications.
They planned to send these via Atomic.io messaging to segments of their customers based on
behaviours and insights collated within n3 Hub’s Customer Data Platform (CDP) to provide a
single view of the customer.
Solution
In March 2024, Atomic.io was successfully launched in the Westpac One app and online banking site, powered by the n3 Hub CDP.
Through this activation, the Westpac team can now easily and quickly send in-app messages to their customers in their most secure channels. The Atomic.io platform has seamlessly integrated with n3 Hub CDP and Adobe Campaign to utilise their existing capabilities.
The n3 Hub CDP and Atomic.io integration allows for:
Aggregation of enterprise data to enable scalability, repeatability, and operation of run state messaging.
Sharing of customer segments to enable real-time and batched customer notifications.
Real-time notifications to be sent to customers, based on their interactions and behaviours across multiple platforms.
Completing the data loop, Westpac’s n3 Hub CDP allows feedback from the Atomic.io platform by capturing data from customers’ interactions.
When a customer engages with a notification card— such as view, click through, dismiss—this is sent back to the system. This in turn enriches customer data, allowing for increased precision in segmentation and messaging, facilitating deeper customer engagement.
The collaboration between n3 Hub, Atomic.io, and Westpac successfully achieved the following:
- Migrated existing high-priority messages from the current Westpac One channel to drive
customer engagement and actions.
- Integrated Atomic.io with n3 Hub CDP and Adobe Campaign, utilising orchestration
capabilities to trigger real-time and batch messages.
- Improved segmentation and targeting through n3 Hub and Atomic.io.
- Enabled the quick and seamless delivery of actionable, bite-sized messaging experiences.
- Delivered more personalised and relevant messages and experiences for customers.
- Unlocked advanced reporting and customer insights via n3 Hub CDP.
Key Takeaway
Atomic.io’s easy integration with n3 Hub has given Westpac the ability to create more personalised, relevant customer experiences within their own app.
Westpac will now be able to increase customer engagement by delivering bite-sized, actionable messages within their secure digital channels due to Atomic.io’s platform and n3 Hub’s CDP.
The seamless integration with n3 Hub not only allows for increased personalisation of customer messages, but it facilitates the all-important feedback loop, sending important customer data securely back to the CDP to report on campaign performance, get feedback from customers and improve communications.
About n3 Hub
n3 Hub is a CDP vendor and Mar Ops services company that helps companies organise their first party data to drive customer experience and deliver personalised and relevant interactions at scale.
The platform is agnostic and works with most marketing automation platforms and is integrated with key social media platforms for efficient paid media execution.
About Atomic.io
Atomic’s in-app messaging platform helps you reach your customers in your most impactful channel — your app. Atomic elevates your app experience by securely delivering interactive messages to customers.
Want some more info? Contact n3 Hub in Sydney or Auckland for a coffee chat (in person or online).