Case Study: National Australia Bank improves collections results and customer satisfaction with FICO Customer Communication Services

National Australia Bank automates 75% of collections contacts with FICO

National Australia Bank (NAB) sought to transform its collections process to better serve its customers, moving from a traditional approach to one focused on customer well-being. To improve performance and satisfaction, NAB partnered with vendor FICO to find the best communication methods for engaging with each customer.

NAB implemented FICO's Customer Communication Services, an analytically driven, multi-channel solution for debt management. By automating 75% of customer contacts, FICO helped the bank achieve a significant increase in its net promoter score, indicating that customers were much more likely to promote their positive collections experience.

National Australia Bank