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How Salesforce is helping deliver National Australia Bank’s ‘One NAB’ vision
Last week marked a key milestone for a National Australia Bank push to modernise and rationalise its CRM landscape – a strategy underpinned by Salesforce’s cloud-based CRM system. After modest beginnings last year, NAB has finished migrating all of its small business bankers to Salesforce.Ultimately, some 10,000 people are expected to use cross-bank Salesforce instance. A little over 12 months ago a compact team comprising a handful of people was tasked with the ambitious program. A year on and that team has grown to more than 100 people, the Salesforce World Tour conference in Sydney heard yesterday.Although the aim is to roll out the platform across the bank, “We also knew we would have to start somewhere,” Amilia Hird, NAB’s product owner, CRM, said. The rollout began in NAB’s business banking arm in July last year – a natural choice because of NAB’s ambition to be the “world’s best business bank,” Hird said. To begin with, just 29 bankers were given access to Salesforce. For the first time that enabled them to get access to customer data on their mobile devices – giving them the opportunity to leverage the CRM system while they were out meeting customers.
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