National Bank of Australia

When National Australia Bank (NAB) changed the name of its collections department to “NAB Assist,” it was about more than just putting a friendlier name on a difficult task —it was a recognition of the bank’s commitment to the financial well-being of its customers. NAB wanted to change its approach to collections and identify the best communication methods for each customer to improve performance while also improving customer satisfaction and convenience.

NAB had a desire to use analytically driven collections to automate and improve the dialer and SMS platform. NAB found its new approach in FICO^® Customer Communication Services (CCS), a multi-channel, automated customer contact solution for debt and payment management. NAB automated 75% of customer contacts and as a result its net promoter score has skyrocketed and customers handled in NAB Collections would promote their positive experience to others.