5 tips to improve contact data quality
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5 tips to improve contact data quality

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This webinar provides 5 tips on how to improve contact data quality courtesy of QAS address verification tools.

This webinar provides 5 tips on how to improve contact data quality courtesy of QAS address verification tools.

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5 tips to improve contact data quality 5 tips to improve contact data quality Presentation Transcript

  • 5 Tips to Improve Contact Data Quality Featured Speakers: Jen Levin & Liz MacKenzie © Experian Limited 2008. All rights reserved. Experian and the marks used herein are service marks or registered trademarks of Experian Limited. Other product and company names mentioned herein may be 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 Limited. Confidential and proprietary.
  • Today’s agenda Contact Data Management Overview 5 Tips to Improve Contact Data Quality About Experian QAS Audience Q&A © Experian Limited 2008. All rights reserved. Confidential and proprietary. 2
  • What is contact data management? Proactive validation and upkeep of: Postal addresses Emails Telephone #’s Data enrichment Demographics analysis and targeting © Experian Limited 2008. All rights reserved. Confidential and proprietary. 3
  • Why is contact data management important? Improve communications and responses Ability to market, cross-sell Timely delivery of products and services Bill collection Reduce unnecessary costs Wasted printing and postage expenses Efficiency of call center personnel, back-office staff Enhance customer service efficiency The right contact data + the right follow up = Improved customer & prospect relationships © Experian Limited 2008. All rights reserved. Confidential and proprietary. 4
  • How is contact data managed? Data Quality Process © Experian Limited 2008. All rights reserved. Confidential and proprietary. 5
  • How is contact data managed? Where is data entered? Data Quality Process © Experian Limited 2008. All rights reserved. Confidential and proprietary. 6
  • How is contact data managed? Is it consistent? Data Quality Process © Experian Limited 2008. All rights reserved. Confidential and proprietary. 7
  • How is contact data managed? Data Quality Is it complete? Process Will it get there? © Experian Limited 2008. All rights reserved. Confidential and proprietary. 8
  • How is contact data managed? Data Quality Process Are there regular updates? © Experian Limited 2008. All rights reserved. Confidential and proprietary. 9
  • How is contact data managed? Data Quality Process Is there one customer view? © Experian Limited 2008. All rights reserved. Confidential and proprietary. 10
  • How is contact data managed? Is the intelligence trusted? Data Quality Process © Experian Limited 2008. All rights reserved. Confidential and proprietary. 11
  • 5 Tips to Improve Contact Data Quality Tip 1: Track mail deliverability Tip 2: Verify information before database entry Tip 3: Know your data and how it got there Tip 4: Appoint multiple data quality managers Tip 5: Schedule regular database checkups © Experian Limited 2008. All rights reserved. Confidential and proprietary. 12
  • Tip 1: Track mail deliverability Email and direct mail have evolved to facilitate relevant and customized messaging These channels act as high level indicators for data quality A tracking process allow organizations to monitor data accuracy and revise when necessary Customer Case Study: Culligan Water Group •Tracked mail deliverability and discovered large amount of operational resources wasted on returned mail •Used outsourced company to handle 2,000 pieces/month of returned mail © Experian Limited 2008. All rights reserved. 13 Confidential and proprietary. •Reduced returned mail by 92% by QAS Pro
  • Tip 2: Verify information before database entry Obtaining accurate contact information is always easier when a customer/prospect is engaged Channels for customer engagement include: Face to face Web form Over the telephone Live web chat Customer Case Study: Consumers Insurance •Leveraged address cleansing solution since 2003 but still had data quality issues •Claims department used QAS Pro Web to verify addresses before entering the database © Experian Limited 2008. All rights reserved. •All returned mail was eliminated within 3 months Confidential and proprietary. 14
  • Tip 3: Know your data and how it got there Identify the data entry process Determine possible bottlenecks in the data entry process Ask key questions like: 1. Can bounce backs be traced to a particular operation or target audience group? 2. What are the potential sources of bad data? 3. What tools will enhance data collection within high error rate areas? Customer Case Study: Overstock.com •Easily identified that data errors were occurring during the checkout process when customers quickly entered their information, hit submit, and moved on •Rolled out QAS Pro Web •Today over 80% of errors are fixed behind the scenes without any need for customer © Experian Limited 2008. All rights reserved. involvement Confidential and proprietary. 15
  • Tip 4: Appoint multiple data quality managers Understand who has the ability to create and/or update data within your organization Figure out who has access to your organization’s data and for what purpose Identify tools that empower staff and work across departments and facilities Customer Case Study: University of Tennessee Alumni Association •Used QAS Pro in their call center but was still seeing poor campaign performance and a high volume of returned mail •Determined that address verification needed to be rolled out into other departments •Now multiple data entry points have QAS Pro, resulting in quicker data entry time and © Experian Limited 2008. All rights reserved. eliminating the need to manually audit contact information Confidential and proprietary. 16
  • Tip 5: Schedule regular database checkups Complete regular database check-ups in combination with data capture best practices Keeping databases up to date allow organizations to: Better measure the quality of data after each strategy is implemented Ensure that old data is refreshed and continues to perform for future campaigns Customer Case Study: Orange County Utilities •Uses QAS Pro on the front end in combination with a certified batch CASS tool •Understood the importance of the tools working together to create the most accurate © Experian Limited 2008. All rights reserved. database Confidential and proprietary. 17 •With this process in place, their database is over 95% deliverable
  • Summary TIP 1: Tracking mail deliverability allows organizations to monitor data accuracy and revise when necessary TIP 2: Verifying information before it enters your database reduces the number of errors that get into the system TIP 3: Knowing your data and how it gets into your system can speed up data entry and reduce manual back end processes TIP 4: Appointing multiple database managers aligns business processes and streamlines interdepartmental communication TIP 5: Scheduling regular database maintenance creates the most accurate database for your organization © Experian Limited 2008. All rights reserved. Confidential and proprietary. 18
  • Experian QAS Contact data quality software and services Captures, validates, cleanses, standardizes and enriches contact information, including: Postal address Email address Phone 11,000 customers worldwide More than 1,400 customers in North America © Experian Limited 2008. All rights reserved. Confidential and proprietary. 19
  • Experian QAS: Products and Services Products: QAS Pro QAS Pro Web QAS Batch Phone and Email validation Bureau and Professional Services: International Data Batch Cleansing NCOALink Product Training Integration Consulting © Experian Limited 2008. All rights reserved. Confidential and proprietary. 20
  • Questions Submit your questions now! Questions after the event? Email: us.webinars@qas.com Call: 888-727-3985 © Experian Limited 2008. All rights reserved. Confidential and proprietary. 21