NAB puts CRM improvements on ice

NAB puts CRM improvements on ice

National Australia Bank (NAB) is rethinking its customer relationship management (CRM) strategy as it bids to scale back costs and integrate systems in the wake of last year's A$360 million rogue trading scandal.

According to a report by Australian IT, planned improvements to the bank's National Leads CRM system have been put on hold while the applications is extended to other business areas, such as payments, to drive cross-selling across the group.

Charles Lawoko, head of cross-marketing and CRM, NAB, says he doesn't know when the bank will turn attention back to upgrading the six-year old technology platform.

Lawoko told Australian IT that an eight-month ATM trial was conducted with a view to expanding the system to other channels, but that project has been abandoned as the bank would have to upgrade its ATM infrastructure before it was introduced.

The Siebel-based National Leads system was developed by the bank in partnership with NCR and initially deployed in 1999.

Last November the bank said it was implementing a major IT restructuring plan after abandoning its Integrated System Implementation (ISI) project at a cost of A$409 million. Write downs on Siebel software are understood to have been included in the impairment charge.

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