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

Estudo de caso

National Australia Bank (NAB)

Uses FICO solution to put customers first and improve collections results

Estudo de caso

Client: National Australia Bank (NAB) has 35.000 employees and ranks among the world’s top 25 banks in terms of market capitalization.

Challenge: NAB wanted to change its approach to collections and identify the best communication methods for each customer in order to improve performance while also improving customer satisfaction and convenience.

Solution: FICO® Customer Communication Services 

Results: NAB now automates 75% of customer contacts and its net promoter score has skyrocketed.