NAB completes Oracle customer master rollout

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NAB completes Oracle customer master rollout
NAB CIO David Boyle

Single customer view rolled out to 4500 bankers.

The National Australia Bank has completed its rollout of an Oracle-based customer master, allowing 4500 of its business bankers to see a customer's entire relationship with the bank on one screen.

NAB last November announced it would begin rolling out the NAB View master customer database in order to provide its bankers a single view of a customer's interactions with the bank.

It today said it had completed the effort, after spending 20,000 hours training bankers located across130 sites and 81,008 kilometres to use the platform.

The product pulls together data from six IT systems within the bank's retail and business banking, wealth and wholesale banking divisions in order to enable NAB staff to provide better advice to account holders.

NAB opted to launch the system with its business banking staff first to get the "highest return on investment", and plans to make the product available to other customer-facing staff down the track.

The CRM was loaded with transaction data from 12 million past and present NAB customers, comprising around 150 million records.

Staff access the system via a browser-based interface and secure network connection, with the aim of unchaining workers from their desks.

NAB CIO David Boyle told iTnews at the time of the product's launch the platform would simplify packaging and cross-selling opportunities.

“If there's one thing that drives a customer nuts, it's trying to sell them something they've already got,” he said.

“Your customers expect to be known. NAB View is about making it easier for the banker to see the full holdings of the customer.”

NAB is touting the completion of the hub as the third stage in its four-pronged NextGen transformation program.

The bank is now focusing on building a new originations platform - used when new customers apply for anything from loans to credit cards, insurance or term deposits - for its personal banking customers.

It's part of a new directive initiated by CEO Andrew Thorburn, who came into the top job in August last year.

He ordered the IT shop to derive more immediate value from the long-running and expensive core systems overhaul, by prioritising the technical NextGen Oracle core banking build and postponing the migration off legacy systems.

“I understand the frustration and the concern that the market has had about what we've been doing and that it's cost too much and taken too long,” Thorburn told investors last November.

His strategy mirrors that of Westpac - which is similarly working to implement an Oracle-based 'customer hub' - by looking to deliver systems that have a recognisable benefit to customers first and working on the core backend later.

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