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Latest QAS products to help with your contact data quality

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  • 1. Latest QAS Products To Help With Your Contact Data Quality Featured Speakers: Andrew Leigh and Cait Porte © 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.
  • 2. Agenda Introductions Overview of Experian QAS’ new product functionalities exhibited through various personas Richard: Call Center Representative Barbara: E-Commerce Site User Julia: Marketing Programs Manager Audience Q&A © Experian Limited 2008. All rights reserved. Confidential and proprietary. 2
  • 3. Who is Richard… Background Information What does he do?: CSR for Blue Petal Boutique, a fashion retailer How is he measured?: Average call duration, number of error-free orders, Customer Satisfaction Surveys What does he care about?: Hitting his KPIs Keeping customers from becoming frustrated © Experian Limited 2008. All rights reserved. Confidential and proprietary. 3
  • 4. What are the benefits? Contact details are captured in less time Shorter average call times for Richard Customers spends less time on the phone Blue Petal Boutique can service more calls Information entered into the system by Richard is validated, reducing the need to rework orders downstream Incomplete information is flagged at point of capture Customer is best person to get this right Demonstrates Blue Petal Boutique take customer service seriously © Experian Limited 2008. All rights reserved. Confidential and proprietary. 4
  • 5. Who is Barbara… Background Information What does she want to do? Wants to order a gift for her Aunt Hasn’t used Blue Petal Boutique’s web site before What does she care about?: Rushed for time An easy user experience Her gift gets delivered on time © Experian Limited 2008. All rights reserved. Confidential and proprietary. 5
  • 6. What are the benefits? Barbara was able to enter her billing and shipping addresses quickly, even with incomplete information When key information was required the feedback was specific and not frustrating The package gets delivered on time which means: Barbara’s Aunt is happy Barbara is more likely to shop on the site again Blue Petal Boutique don’t have to pay the associated costs of reworking the order © Experian Limited 2008. All rights reserved. Confidential and proprietary. 6
  • 7. Who is Julia… Background Information Julia works as a marketing program manager for a large retailer called Blue Petal Boutique Responsible for developing campaigns for certain demographics based on purchased lists What does she care about: Her catalogues get to intended recipients Not getting fined by the USPS® © Experian Limited 2008. All rights reserved. Confidential and proprietary. 7
  • 8. Who is Julia… Blue Petal Boutique Campaign 200,000 catalogues $7 per catalogue $1 to ship each catalogue via first class mail 15% of her mailing = 30,000 How can QAS Batch help with this mailing? CASS certification NCOA Link processing © Experian Limited 2008. All rights reserved. Confidential and proprietary. 8
  • 9. NCOA Approximately 15% of Americans move or change their mailing address Approximately 19% of all businesses move USPS® processes over 43 million permanent Change of Address (COA) orders each year 1 out of every 6 families moves each year #1 reason for Undeliverable As Addressed (UAA) mail for the USPS® © Experian Limited 2008. All rights reserved. Confidential and proprietary. 9
  • 10. What are the benefits? Julia has a more successful campaign because her catalogues are getting to the intended recipients Marketing budget is being used efficiently To Blue Petal Boutique is eligibility for bulk mailing discounts Compliance with Move Update regulations avoids hefty fines © Experian Limited 2008. All rights reserved. Confidential and proprietary. 10
  • 11. In Summary… Richard wants his customer interactions to be as pleasant and efficient as possible to hit his KPIs Barbara wants a hassle free online shopping experience where her aunt get her gift on time Julia wants a successful campaign where intended recipients receive Blue Petal Boutique's catalogue © Experian Limited 2008. All rights reserved. Confidential and proprietary. 11
  • 12. Questions Submit your questions now! Questions after the event? Visit: www.qas.com/customers Call: 888-727-3985 To sign up for QAS Electronic Updates visit: www.qas.com/eu © Experian Limited 2008. All rights reserved. Confidential and proprietary. 12