Turning vast datasets into personalized, timely customer experiences is a challenge that financial service enterprises face every day. The stakes are high with customers demanding real-time interactions, accuracy, and personalization. The solution: adopting modern data infrastructure that automates and centralizes data while delivering actionable insights.

Enterprises like National Australia Bank (NAB), Raiffeisen Bank International (RBI), and Blend are blazing the trail for the financial services industry. These innovators use Fivetran to integrate and centralize their data for faster decision-making, streamlined reporting, and advanced AI applications. Modernizing their data infrastructure has helped them meet customers’ increasing expectations and operate with agility.

National Australia Bank: Using GenAI to enhance customer experiences

NAB, a Fortune Global 500 company, is one of the largest financial institutions in Australia, managing more than $100 billion in assets for more than 10 million customers. To maintain its leadership in the digital banking space, NAB sought to enhance customer experiences with AI-driven chat assistants, financial crime detection, campaign optimization, and trust deed reviews. However, they faced challenges with legacy data systems, increasing costs, and frequent service disruptions.

Using Fivetran, NAB stabilized its infrastructure and automated data integration into Databricks, where its generative AI (GenAI) initiatives came to life. The bank’s AI models provide personalized recommendations with a powerful chat assistant fielding customer queries. The move has accelerated response times and empowered staff to substantially cut review time for paperwork like trust deeds. Frontline teams can also proactively anticipate customer needs and address issues before they escalate, improving satisfaction and loyalty.

The bank uses graph databases to monitor fund flows and detect financial crime anomalies, ensuring robust compliance and security. Additionally, GenAI powers campaign refinement by tailoring communications to individual customer personality types, significantly improving engagement and campaign ROI. 

The results:

• 30% increase in the performance of machine learning models
• 1,000+ users migrated from legacy systems and able to access data
• 10,000 hours saved by cutting trust deed review time from 45 minutes to 5 minutes

“We're seeing reductions in terms of cloud, processing, and storage costs. Within the first year, we've seen ingestion costs fall by about 50 percent. [...] Fivetran enables us to provide the best customer experience with fresh, reliable, and compliant data.”
— Joanna Gurry, Executive of Data Platforms at NAB

Read the case study: National Australia Bank enhances customer experiences and powers GenAI

Raiffeisen Bank International: Real-time insights refine customer acquisition strategies

RBI is one of Europe’s foremost banking institutions and a Forbes Global 2000 company, serving 18.6 million customers in 12 countries. Each banking region comes with its own distinct customer profiles, market dynamics, and compliance requirements. Managing data from multiple channels was complex, leading to delays in decision-making and inefficiencies in marketing execution. RBI needed a way to access real-time insights and create targeted campaigns that resonate with diverse audiences.

With Fivetran, RBI centralized customer data from all 12 countries into its analytics environment. This real-time integration enables the bank to refine its multi-channel marketing efforts, allowing it to attract and retain customers with personalized and timely offerings. Marketing teams can now identify trends, tailor campaigns, and adjust strategies based on live performance metrics, driving measurable improvements in customer acquisition and retention.

As a result, RBI saw a 60% boost in campaign effectiveness. The ability to analyze customer behavior and preferences at scale gives the bank a competitive edge, ensuring that it can deliver the right message to the right customer at the right time.

The results:

• Deployed a new GDPR-compliant data architecture across 12 countries in under 8 months
• 60% improvement in multi-channel marketing performance across social media, TV, YouTube, and web properties
• 1,100% increase in data consumption and usage across the CEE region and Austria

“The most significant improvement for us is that we have removed the 22 days of manual reporting and now have daily, near real-time insights.”
— Christophe de Cussy, Senior Delivery Manager at RBI

Read the case study: Raiffeisen Bank International uses real-time data to win more customers

Blend: Streamlined financial reporting drives better customer outcomes

Blend, a fintech innovator overseeing more than $1.4 trillion in digital mortgage and loan solutions, faced inefficiencies in managing time-tracking and project updates across its Services team. Disparate data systems slowed financial reporting, project management, and decision-making. These bottlenecks hindered the ability to execute projects efficiently and deliver exceptional service to customers.

Fivetran enabled Blend to modernize, automating data integration from project management tools like Asana into its data warehouse. Slack notifications now surface key updates, ensuring managers stay informed about project timelines and potential bottlenecks. With these streamlined workflows, Blend reduced financial reporting timelines from 7 business days to 3. This rapid reporting enables proactive staffing decisions, improved project ROI assessments, and faster issue escalation to senior management — all contributing to more efficient project execution and a better customer experience.

Blend’s Services team now operates with greater precision and speed, enabling them to deliver better results for customers while saving time and resources. By centralizing project data and automating updates, Blend has positioned itself as a fintech leader with unparalleled operational agility.

The results:

• 50%+ (4-day) reduction in closing out the Finance team’s books 
• Ability to do business-wide data analysis with easily-merged data sources
• Improved team alignment that’s impacted Blend’s bottom line

“The value of Fivetran isn't any one individual connector — the value is being able to pull in Salesforce, Marketo, Asana, NetSuite, and Lever, and blend the data from historically separate departments together for analysis. With Hightouch, we can then push it out to make sure that everyone's looking at the same metrics.”
– William Tsu, Customer Success Operations at Blend

Read the case study: Blend reaches terminal velocity with Fivetran and Hightouch

Unlocking financial services innovation with Fivetran

NAB, RBI, and Blend demonstrate how financial service enterprises can transform customer experiences and make data-driven decisions with modern data infrastructure. Automating data workflows and centralized insights enable these companies to engage customers, improving marketing outcomes for measurable business impact.

The results go beyond efficiency gains — these global organizations are setting competitive new standards for the financial services industry. From harnessing GenAI for personalized interactions to refining multi-channel marketing strategies, Fivetran equips organizations with the tools they need to cut through data silos and thrive in an increasingly competitive industry.

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