Case Study: National Australia Bank cuts call‑center hold times 30% and slashes internal inquiries 90% 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 (NAB), one of Australia’s largest financial institutions with over 1,800 branches and a global footprint, faced inconsistent, duplicated product information across channels. A decentralized content model made it hard for frontline staff to deliver consistent advice, increased repeat calls and internal escalations, lengthened hold times, raised costs, and hurt staff morale and customer confidence.

NAB implemented Oracle Service Cloud (RightNow Dynamic Agent Desktop, Web, and Knowledge Foundation) to create a centralized, multichannel knowledge base. The rollout cut call-center hold times by 30%, reduced employee inquiries to internal support by 90%, halved new-staff training time, decreased repeat customer calls, and improved both employee and customer satisfaction—delivering faster ROI through scalability and streamlined operations.

National Australia Bank

Anthony Micomonaco

Manager, Knowledge Management, Product and Markets