Supporting trust behind every act of generosity

Every day, New Zealanders turn to Givealittle to support people, causes, and communities that matter to them. From medical emergencies and family hardship through to schools, rescue organisations, sports clubs, and local projects, the platform helps communities respond quickly when support is needed most. At the heart of that is trust.

Donors need confidence that their contribution will safely reach the intended recipient, while page organisers need an onboarding experience that is simple, clear, and reliable.

As part of the setup process, Givealittle page organisers nominate a New Zealand bank account to receive donated funds. Ensuring those account details are accurate is an important part of maintaining confidence in the platform and supporting a smooth experience for customers.

Improving accuracy while reducing manual review

Before implementing GetVerified’s VerifyBiz solution, Givealittle used a manual process to validate bank account details during onboarding.

Page organisers were asked to provide supporting evidence, such as a bank statement or screenshot, which the Customer Service team would manually review against onboarding information.

With approximately 40 new accounts being established each day, the process required significant staff time and careful review.

“Verification is an important part of maintaining confidence in the platform. We wanted a process that was reliable, scalable, and straightforward for both customers and our team,” Lythan Chapman, CEO Givealittle.

Givealittle identified an opportunity to improve the onboarding experience by helping customers identify and correct errors earlier in the process, while also reducing the amount of manual review required internally.

Helping customers get set up correctly from the start

Givealittle implemented VerifyBiz to support automated bank account verification during onboarding.

Now, when page organisers enter their account details, the system immediately returns a Match, Partial Match, or No Match response.

Where a Partial Match is identified, organisers can review and correct their details during setup. Where a No Match occurs, the account may be referred for further review by the Customer Service team.

“The experience for customers changed very little, which was important to us. The process is simple and intuitive, and in many cases people are able to resolve issues themselves during onboarding,” says Chapman

The new process has significantly reduced the amount of review required by the Customer Service team.

“The amount of time required to review and manage account verification has reduced by around 80%, which has made a meaningful operational difference for the team.”

A straightforward implementation process

Givealittle described the implementation process as smooth and practical, supported by clear documentation, testing environments, and responsive support.

“We were provided with clear instructions, testing environments, and practical use cases to work through. The integration process itself was straightforward to complete.”

The simplified workflow was also positively received internally.

“The changes simplified the process considerably for our Customer Service team and were warmly welcomed.”

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