BNZ

KIWISAVER CLM

CUSTOMER ENGAGEMENT | STRATEGY

THE JOB

KiwiSaver is a set and forget product that can often feel complicated. But BNZ needed people to engage with their savings - especially those in a ‘Default’ fund – who often didn’t even know who their investment was with.

OUR HUNCH

Right message. Right person. Right time. And keep it simple.

SOLUTION

KiwiSaver is a heavily regulated product. So we spent time with legal and compliance to clearly understand what we could say and what we couldn’t. Then we broke down messages into simple blocks and worked with the data team to only communicate the essentials to different audiences.

JOB DONE

This programme helped uplift ‘activations’ by 30%. This was good news for customers and great news for BNZ. A huge achievement given the low interest category.

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