The UBank relaunch is the tip of the iceberg of the Oracle deployment to date, Bennett says: payments and accounts have also been migrated to the Oracle platform. Lending products will be next to shift to Oracle and eventually, even broad enterprise tools such as credit risk and compliance programs will move to Oracle.
In mid-December, NAB opened a social media command center in Melbourne where staff members use Salesforce Marketing Cloud (formerly Radian6) to field 5,000 comments and 600 customer service requests per month. "The impetus behind that is a recognition of changing customer expectations — customers increasingly want to be able to communicate 24/7, over mobile, wherever they are," Bennett says. "We want to present our customers with offers that make sense and let them access those offers from wherever they are, using any channel they choose. We also want to get a good sense of what people are saying out there, what our customers are looking for." The bank has 135,000 followers across Twitter, Facebook, YouTube, Google+ and LinkedIn.
A recent cheeky interaction in its social media center helped NAB win a new client. A small business owner in Victoria sent a tweet to all the major banks in Australia: "OK Twitter: Westpac, NAB or CommBank? Which is the best of the bad bunch?" One of NAB's social media representatives replied: "I'm a little biased, but I hear @nab are fantastic." The small business owner replied, "hahaha. Okay. You guys win our business based on that tweet alone."
About two hours later, one of NAB's competitors posted an automated response to the tweet that said, "We have noticed your tweet. Please let us know if we can help you with anything. Thanks." The potential customer wrote back, "but your reply wasn't as cool as @nab's."