Case Study: National Australia Bank shortens call-center holds with Oracle Service Cloud

National Australia Bank Shortens Call-Center Holds by 30%, Decreases Internal Inquiries by 90%, and Boosts Staff and Customer Satisfaction

National Australia Bank, one of Australia’s largest financial institutions, was managing complex product information across multiple channels with a decentralized content model. That approach created duplicate and inconsistent knowledge, made it harder for frontline employees to give accurate advice, and increased the chance of errors and repeat calls. The bank needed a more consistent way to deliver information across call centers, branches, and online channels.

National Australia Bank implemented Oracle Service Cloud, including RightNow Dynamic Agent Desktop Cloud Service, RightNow Web Cloud Service, and RightNow Knowledge Foundation Cloud Service, to create a centralized knowledge base. With Oracle Service Cloud, customers now spend 30% less time on hold, internal inquiries from call-center employees to support areas fell by 90%, and new staff reach competency 50% faster. The project also improved employee morale and customer satisfaction, while helping NAB complete deployment on time and under budget.

National Australia Bank

Anthony Micomonaco

Manager, Knowledge Management, Product and Markets