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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.