Wednesday, 27 September 2017 10:53

IMB Bank launches new in-app messaging service

IMB Bank launches new in-app messaging service Image courtesy of fantasista at

IMB Bank is claiming a first in the banking industry with the launch of a new messaging service for its mobile customers.

The bank, which describes itself as a challenge to the major banks, says its customers use the mobile banking app more than any other digital channel and, by launching Australia’s “first authenticated messaging functionality” within its mobile banking app, it has given its growing customer base “unprecedented, instant assistance” from its customer service team.

And, the bank says the service is secure because it is available only after authentication through a fingerprint impression or a private PIN.

The new app was developed in partnership with of banking technology provider Sandstone Technology, and global customer contact solutions company LivePerson.

IMB Bank chief execuitve Robert Ryan said: “We’ve focused on forming strong, genuine relationships with our customers for 137 years. So, it’s important to us that we enable our customers to bank and talk with us in any way they choose. By partnering with leading, global technology firms, such as Sandstone Technology and LivePerson, we can deliver upon our digital strategy providing customer benefits and experiences that will continue our industry-leading customer satisfaction levels”.

Daniel Locke, IMB senior manager, digital channels, said: “During the last 18 months, our app has rapidly become our most-used digital channel with twice as many daily users as traditional Internet Banking. And many customers use the App three times a day or more.

“Now, our customers can reach out to us without having to stop what they’re doing and make a phone call. And, we can reach out to our customers through the device they use most often if we need to engage with them quickly.”

Robert LoCascio, chief executive and founder of LivePerson, says he believes the launch of the app will establish “a new benchmark in financial services for digital engagement with customers”.

“We congratulate IMB Bank for delivering this key innovation to its customers.”

According to Julian Blackley, chief executive of Sandstone Technology, “Expectations of banking customers are increasing exponentially – particularly in the mobile app space”.

“This messaging innovation is testament to the collaboration and agility from all involved to deliver this service to market very quickly with the customer firmly at the centre of our thinking.

“Our partnership with the team at IMB Bank extends over many years and it’s a privilege to be able to jointly innovate and shape the market with partners such as IMB.”

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Peter Dinham

Peter Dinham - retired in 2020. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

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