Case Study: National Australia Bank achieves 75% automated contacts and NPS jump to 63 with FICO Customer Communication Services

National Australia Bank uses FICO solution to put customers first and improve collections results

National Australia Bank (NAB), a top-25 global bank with 35,000 employees, rebranded its collections function as “NAB Assist” to focus on customers’ financial wellbeing. Facing low satisfaction from legacy high-frequency, phone-based collections, NAB sought a way to identify the best communication methods for each customer to improve outcomes while making interactions more convenient.

Working with FICO, NAB implemented FICO® Customer Communication Services, a multi-channel automated contact platform that uses templates, virtual agents and customer preferences to tailor tone and channel and avoid unnecessary repeat outreach. The change automated 75% of customer contacts, boosted net promoter score from 0 to 63, reduced costs, improved staff engagement and made the collections operation far more agile.

National Australia Bank

Jonathan McCleery

Head of Collections