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ServiceNow Financial Services Melbourne, Australia

National Australia Bank (NAB)

Customer Service Automation · Enterprise Knowledge Search

NAB needed a more digital HR experience so employees could stop relying on manual email, limited call-center hours, and disconnected systems for policies, requests, and urgent guidance during periods of workforce disruption and talent shortages.

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12-15% cost reduction
14 weeks to fully implement the new Colleague Connect platform
30% growth rate per month in using chatbot
49% increase in average monthly views between FY21 and FY22

Reported impact

Business outcome

NAB launched Colleague Connect in 14 weeks, surpassed 5,000 chatbot users, grew chatbot usage about 30% per month, increased knowledge-library views by 49%, and reduced HR operating costs by 12-15% while giving bankers more time back for customer work.

  • Cost Reduction
  • Customer Experience
  • Productivity Improvement
  • Speed to Market

Solution

NAB made ServiceNow HR Service Delivery the foundation of a new employee-experience layer called Colleague Connect. The portal was implemented in 14 weeks and provides a branded destination where staff can ask questions through an always-on chatbot, receive automated answers, confirm policy acknowledgements, and access a wiki-style library of HR knowledge without waiting for a service representative. HR teams use the same environment to push alerts and manage cases, so communications, support, and documentation no longer live across separate tools. Because colleagues across the bank operate on the same platform, cases are easier to track and cross-team collaboration is simpler than under the prior fragmented model. NAB is also positioning the platform to integrate with Workday so people data and service actions can eventually be injected directly into employees' daily flow of work.

Data flow

Employees enter Colleague Connect through the portal and chatbot for HR questions, policy acknowledgements, and case tracking. The chatbot and knowledge library handle routine information needs first, while HR Service Delivery routes the remaining work to support teams that also use the same portal to publish alerts and manage follow-up actions.

Solution architecture

4 components · 4 layers
  1. Compute
    • Colleague Connect chatbot Supplies automated, 24-hour answers to common employee questions and requests.
  2. Storage
    • Knowledge library Stores HR guidance that employees and chatbot interactions can reuse and improve over time.
  3. Serving
    • Colleague Connect Acts as NAB's centralized employee portal for HR support, case visibility, and alerts.
  4. Orchestration
    • HR Service Delivery Provides the underlying workflow platform for NAB's HR support transformation.

Architecture clues

  • Colleague Connect runs as a branded ServiceNow destination for the bank's employee experience.
  • NAB intends to integrate ServiceNow with Workday for a unified end-to-end colleague experience.
  • The knowledge library is maintained wiki-style with feedback from across the company.

Evidence from the source

Cutting across all these aims is a centralized destination called Colleague Connect-essentially, a ServiceNow platform that helps NAB deliver a unified colleague experience, under the bank's brand.
Ferrier decided that ServiceNow HR Service Delivery would form the foundation of the HR department's next chapter.
Its main feature is a portal that provides automated answers to colleagues who need information ... largely via a chatbot they can interact with 24 hours a day.
The bot has been used by more than 5,000 NAB colleagues. It is averaging around 3,000 interactions per month, with a growth rate of about 30% per month.
The ultimate end goal is to seamlessly integrate ServiceNow and Workday to provide employees a personalized and unified end to end colleague experience.
Transparency Evidence & methodology 95/100 reference value · 79% confidence · 1 source

Review how this reference was scored and trace each normalized claim back to its documented source.

01

Scoring methodology

How scores are calculated

Customer Reference Value measures usefulness as a customer reference. Evidence Confidence measures the quality and traceability of available evidence, not independent verification.

Customer reference value95/100
  • Problem clarity20/20
    Measures whether the customer's operational problem is specific enough to compare.
  • Implementation depth20/25
    Rewards named components, data flow, integrations, and architecture detail.
  • Outcome specificity20/20
    Measures whether the reported benefit is concrete rather than a generic claim.
  • Quantified impact25/25
    4 metrics describe measurable impact.
  • Deployment scale10/10
    Rewards evidence of a live or scaled deployment and meaningful integration scope.
Evidence confidence79%
  • Source authority20/25
    The main evidence is an official vendor-published customer story.
  • Claim traceability21/25
    10 of 12 key fields link to a named source.
  • Direct evidence20/20
    5 direct source quotes retained.
  • Date provenance0/10
    The publication date has no documented provenance.
  • Source transparency8/10
    1 source reference document publisher, URL, authority, retrieval, and supported fields.
  • Implementation specificity10/10
    Rewards source-backed components, data flow, quantified impact, and a specific outcome.
02

Traceability

Sources & provenance

Field coverage shows which facts each source supports. Dates are shown only when documented by the source.

  1. ServiceNow

    National Australia Bank (NAB) customer story

    First-party
    https://www.servicenow.com/customers/nab.html
    Source type
    Vendor-published customer story
    Supports
    • Customer
    • Business problem
    • Solution
    • Products
    • Solution components
    • Data flow
    • Integrations
    • technical area
    • use case category
    • Business outcome
    • outcome category
    • Metrics
    • Architecture
    • evidence quotes

Date evidence

  • First archived Feb 1, 2023 · Internet Archive · Independent First Wayback Machine capture; confirms the page existed by this date, not when it was published.
    Open date source
  • Sitemap last modified Jul 30, 2026 · ServiceNow · Publisher metadata Publisher-reported modification timestamp; not a publication date.
    Open date source
Not separately sourced Industry, Region, Company size. Treat these normalized attributes as lower-confidence until a dedicated source is added.

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