Case Study: National Australia Bank achieves real-time customer insight and higher retention with Teradata

National Australia Bank - Customer Case Study

National Australia Bank (NAB), serving 4.5 million customers and handling over 600 million inbound transactions annually, faced a common CRM challenge: analytics lived in the back room and front-line staff lacked timely, consolidated customer insight. Despite CRM investments, the bank struggled to deliver a true single view and to engage customers with relevant, non-intrusive conversations that would improve retention and reduce redundant offers.

NAB took a phased, tactical approach—leveraging a Teradata marketing data warehouse and Teradata Relationship Manager to enable event-based marketing and real-time message delivery to tellers, contact-center reps, and digital channels. The coordinated inbound/outbound capability drove more targeted, timely conversations (adding roughly two million inbound interactions and three inbound channels), delivered quick ROI, increased personalization and retention, reduced duplicate outreach, and made front-line staff more effective and customers happier.

National Australia Bank