Kiwibank, delivering consistency, automation and quality service with ServiceNow


Man working with servers

Kiwibank is yet another proud New Zealander punching above its weight on the global stage. The largest New Zealand-owned bank, Kiwibank's mission is to make Kiwi better off. To fulfil this mission, the bank’s people, culture and technology need to be on the same page.

Kiwibank’s services range from personal banking and business banking to insurance and wealth management. The bank has 400+ branches and about 3,000 corporate employees, as well as another 1,000-odd workers through franchises and brokerage operations. 

“What’s really important to Kiwibank is our customers,” Kaye Maclean, ServiceNow product & platform owner, Kiwibank, told us at our recent Now Neighbourhood event. “The brand will only make sense if we can really give that rich experience to our customers, and we can only deliver to our customers if we’ve got a great employee experience as well.”

Aiming to reduce overheads and operating costs, Kiwibank started its ServiceNow implementation with IT Service Management and IT Operations Management. “We had multiple tools and a lot of manual overhead across operations, frontline and branch systems,” Kaye explained. "We wanted to address those issues end to end while reducing our operating costs.”

The bank needed to address complex workflows incorporating integrations across core banking and other systems. It wanted a streamlined, ‘live” approach to regulatory compliance. Kiwibank also wanted to apply automation to improve the employee experience and ensure teams had the right information available when talking to customers. One of Kiwibank’s first customer service management initiatives was to review low- maintenance processes for regulatory compliance. “By using ServiceNow to manage the front end – the portal, service requests, the workflow and building on those integrations with a master source of data, where ServiceNow [is] the system of record, we had a predicted saving of over 800,000 minutes per process,” Kaye said. “So, if we tackle five processes in that space, we can save 1.5 million minutes of effort.”

“People aren’t working out of email boxes,” she adds. “They’re not taking an hour to come up with a daily status report. That’s all now live and available through the dashboards and the analytics.”

After completing the planning process, Kiwibank was able to roll out a portal and service to support COVID-related hardship requirements using Customer Service Management in just four days. “Getting the service through, creating the workflow, ensuring request items were there and training the teams meant we [could handle] something like 5,000 requests in the first few days,” Kaye says.

The business is now working to meet future forecast peaks in demand over the next three to nine months. It is refining processes and ensuring any manual uplifts or loads into its system from an email or spreadsheet are automated. “There is no standard maintenance in the morning to get data into the systems,” Kaye explains.  It’s integrated for the data to come through.”

Kaye and her team created a dashboard that allowed senior executives to view and track backlogs and team utilisation. “That was a huge win and it felt personally really satisfying that we were able to provide such value and relieve the pressure on our frontline, and support [them] while giving that transparency and visibility to our senior managers,” Kaye says.

As Kiwibank revamps its customer service management processes, it is using ServiceNow Governance, Risk and Compliance to ensure it continues to meet all its compliance obligations. “With Governance Risk and Compliance, we’re pulling all of those silos and processes into one place, which means they’re all maintained and tracked in a single place and we can get that risk profile across the business,” Kaye says. “We’re working through what the risk models look like and then we’re managing the dependencies between the different applications that we’re rolling out.”

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