NAB plans cross-sell tools for Internet banking

NAB is planning an upgrade to its Internet banking platform that will include targeted cross-selling of products to users of the service.

"We'll be popping offers to customers inside Internet banking and within our IVR (interactive voice response) system further down the track," NAB general manager of direct financial services, Steve Collier, said during a presentation at the G-Force contact centre software conference in Melbourne.

Collier was six months ago made responsible for managing all non-branch interactions with customers, bringing both call centre and Internet operations under a single approach.

"It was a great opportunity for us to understand the impact that each of these technologies have on each other," he said.

Such technology-driven platforms have become increasingly important to bank profitability, though balancing marketing opportunities with the need to present secure and speedy services is an ongoing challenge.

NAB plans to use measures such as propensity to buy, based on a customer's previous transaction history, to determine appropriate promotions to use in its Internet and call centre platforms. No timeframe for the rollout was announced.

Angus Kidman travelled to Melbourne as a guest of Genesys.