©2014 Experian Information Solutions, Inc. All rights reserved. Experian and the marks used herein are service marks or re...
2©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public.
Problem perspective
12% of our voluntary...
3©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public.
Problem perspective
50% of our customers...
4©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public.
Problem perspective
25% of ALL customer ...
5©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public.
 36% of US organizations interact
with ...
6©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public.
 The most common data quality errors ar...
7©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public.
This level of inaccuracy directly relate...
8©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public.
 Numerous issues surround the data qual...
9©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public.
 Eliminating human error would
immediat...
10©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public.
For additional information, please cont...
11©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public.
Visit the Experian Expert Bar to learn ...
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Vision 2014: The Data Quality Revolution Efficiently Onboarding and Servicing Your Customers

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Experian is revolutionizing the way companies on board and service their customers and gain insights. Using Experian Data Quality products and services, you can query customer data more efficiently and guarantee the accuracy of all new customer contact data that is being captured. After data is captured, Experian Data Quality is able to append useful consumer data, like demographic details, to allow real-time action and targeting. This session will show you how you can utilize Experian Data Quality’s product suite to drive growth in your business.

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Vision 2014: The Data Quality Revolution Efficiently Onboarding and Servicing Your Customers

  1. 1. ©2014 Experian Information Solutions, Inc. All rights reserved. Experian and the marks used herein are service marks or registered trademarks of Experian Information Solutions, Inc. Other product and company names mentioned herein are the trademarks of their respective owners. No part of this copyrighted work may be reproduced, modified, or distributed in any form or manner without the prior written permission of Experian. Experian Public. The data quality revolution — efficiently onboarding and servicing your customers Joe Lang Experian #vision2014
  2. 2. 2©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public. Problem perspective 12% of our voluntary disconnects were captured with an incomplete or incorrect final billing address. This meant that we had someone who was offering to pay us, literally telling us their new and final billing address and we failed to capture that information correctly. This seemingly small problem equated to millions of dollars in delayed or lost revenue each year. “ ”– Major US electric provider 12%
  3. 3. 3©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public. Problem perspective 50% of our customers fail at being able to onboard themselves via our online channels. 70% of those failures are due to customers not being able to find their own address. “ ”– Major US multi-service provider 50% 70%
  4. 4. 4©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public. Problem perspective 25% of ALL customer related problems are related to customer onboarding/enrollment issues. 67% of these issues have to do with basic contact data capture errors. For every 25 people that walk into a retail center to enroll, 16 of them walk out without accurate contact details captured. 9 million customer calls sampled 37% of calls into Customer Service call center were to correct name/address errors that had occurred at onboarding or updating 25% 37%
  5. 5. 5©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public.  36% of US organizations interact with their customers via 5 or more channels  On average, US organizations believe 25% of their data is wrong. Poor contact data is inhibiting a positive customer experience  Human error still causes the bulk of inaccuracies (59%)  94% of US organizations suspect their customer and prospect data might be inaccurate Data quality is the foundation for any data-driven activity POS Website Call center Forms Customer experience Marketing Sales
  6. 6. 6©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public.  The most common data quality errors are incomplete or missing data, outdated information and duplicate data  53% of companies use manual methods for data cleansing Root of the problem 59% 31% 24% 22% 20% 19% 14% 5% 5% 0% 10% 20% 30% 40% 50% 60% 70% Causes of poor data quality Human error Lack of internal comm Inadequate data strategy Lack of manual resources Insufficient budgets Inadequate relevant technology Inadequate senior mgmt support Other Don’t know
  7. 7. 7©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public. This level of inaccuracy directly relates to the way businesses manage their data. While the majority of organizations have some strategy around data quality, only 30% manage their data quality strategy centrally, through a single director. That means nearly two-thirds of companies lack a coherent, centralized approach. Most companies manage data quality by individual department. How do you manage your data? 30% 52% 14% Data quality strategy management process Source: Experian Marketing Services Managed centrally by a single director Some centralization, but many departments adopt their own strategy All departments adopt their own strategy
  8. 8. 8©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public.  Numerous issues surround the data quality problem Preventing human error Data quality Sales Customer experience Fraud Collections Shipping/ fulfillment Compliance Marketing
  9. 9. 9©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public.  Eliminating human error would immediately fix 59% of the data quality problem Preventing human error Capture Validate Enhance POS Website Call center Forms Customer experience Marketing Sales
  10. 10. 10©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public. For additional information, please contact: Joseph.Lang@experian.com Hear the latest from Vision 2014 in the Daily Roundup: www.experian.com/vision/blog @ExperianVision | #vision2014 Follow us on Twitter
  11. 11. 11©2014 Experian Information Solutions, Inc. All rights reserved. Experian Public. Visit the Experian Expert Bar to learn more about the topics and products covered in this presentation.

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