Case Study: Atom Bank drives growth and cuts support costs with Thematic

Atom Bank reduces device-issue calls by 40% with Thematic

Atom Bank, a digital bank in the United Kingdom, faced the challenge of growing its customer base through differentiated experiences. Its customer feedback was collected across seven siloed channels, making it difficult to get a unified view of the customer experience. To overcome this, Atom Bank turned to its vendor, Thematic, and its text analytics platform.

Thematic's solution unified Atom Bank's omni-channel data into a central insights system. This allowed the bank to quantify the impact of feedback themes on its metrics and prioritize improvements. Using Thematic, Atom Bank achieved significant results, including a 40% reduction in calls related to device issues, a 69% reduction in calls for unaccepted mortgages, and 110% growth in its customer base.

Atom Bank