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The single source of truth about your customer


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Are you seeing your customer as a piece of a jigsaw? …

Are you seeing your customer as a piece of a jigsaw?

While one piece of a puzzle might be enough for you to gather an impression, it does not provide you with the complete picture. Attend this Thought Leadership webinar to learn how you can draw on a trusted, accurate and comprehensive single customer view. In other words the single source of truth about the most important entity in your business – your customer.

Published in: Software, Business, Technology

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  • 1. The single source of truth about your customer Webinar – Tuesday, 28th January 2014 © Intense Technologies limited 2013-14© Intense Technologies limited 2013-14 1
  • 2. Why Identity resolution? To know that J. Jones and Jeff Jones are the same person O th t S ift G i diff t f S ift R h lth h– Or that Swift Group is different from Swift Research, although Jeff Jones is a stakeholder in each. To know the aliases a Jeff Jones may go by To identify a common thread amongst several accounts open under different names, yet operated by one beneficiary In critical cases to report out events pertaining to people orIn critical cases, to report out events pertaining to people or transactions that may be out of the ordinary, real time In summary, to gain insights into identities, a name, names and associated activities/transactions © Intense Technologies limited 2013-14
  • 3. Inside story of customer identity resolution Web services Multiple customer interfacing applications operating in silos, producing both structured and Voice Portal Contact Center unstructured records of customer data Overcoming the hurdles of missing, conflicting, corrupted information and CRM Messaging conflicting, corrupted information and data entry errors to match customer information across multiple LOBs Conferencing Collaboration © Intense Technologies limited 2013-14
  • 4. Identity Management online/offline De-dupe Staging Database Business User Other Applications for Verifications Criminal Records ImmigrationIndividual External Existing MasterCriminal Records g DatabaseCitizen External Databases Existing Master Database Positive Positive Positive Positive PositiveNegative © Intense Technologies limited 2013-14
  • 5. Real World Problem -- Identity Variations Variation Type Examples Prefix/Suffix errors Mr. Jeff Jones,   Jeff Jones Concatenated Names Jeff Jones ,   JeffJones Unpredictable use of  initials J Jones , M Jeff Jones , J Jones Abbreviations Mfg/Manufacturing, FedEx/Federal Express Token Sequence Errors Jones  Michael Jeff , Jeff Jones Michael  Missing/Inserted tokens Jeff Jones , Jeff Michael JonesMissing/Inserted tokens Jeff Jones , Jeff Michael Jones Character transposition Jeff Micheal Spelling/Typing Errors  Jeff Jones, Jeff Jhones, Jeff John h l L k h i/L i G /G hPhonetic Similarity Lakshmi/Laxmi , Graeme/Graham Noise(dashes, slashes) Jeff‐‐Jones, Jeff/Jones Transcription errors Jones/Joff,  © Intense Technologies limited 2013-14 Truncations Jeff Jones, Jeff Jone
  • 6. Real World Problem -- Identity Variations Variations exist in address (For example, all the below refer to the same address) • 180, Bulloch Ave., Roswell GA – 30075 • P. O. Box 11245, Roswell GA – 30075 • 180, Bulloch Avenue, Roswell, Georgia – 30075 • 180, Bulloch Ave., Roswell GA – 30075 Variations and errors recorded in date field (for example dob- 08/03/09) • Interchange of day and month– 03/08/09 • Error in either day or month or year – 18/03/09, 08/08/09, 08/03/90 Name: Jones Jeff Address: 180, Bulloch Avenue, Roswell, Georgia – 30075 Name: Jones J Address: 180, Bulloch Ave., Roswell GA – 30075-1234 Name: Jeff Jones Address: P. O. Box 11245 Roswell GA – 30075 Name: J Jones Address: 180, Bulloch Ave., Roswell GA - 30075 © Intense Technologies limited 2013-14
  • 7. How about a Single View? Scenario 1 @ a TSP/Bank: Identify a customer with multiple connections for a holistic view across LOBsconnections for a holistic view across LOBs J J Postpaid Connection Prepaid Connection Jeff Jones 180, Bulloch Ave., Roswell GA - 30075 J. Jones 180, Bulloch Avenue, Roswell, Georgia – 30075-1234 Jeff Jones Jeff Jones P. O. Box 11245 Roswell GA – 30075- 1234 Jeff Jones 180, Bulloch Ave., Roswell GA – 30075- 1234 Prepaid Connection Postpaid Connection for Spouse © Intense Technologies limited 2013-14
  • 8. How about a Home View? Scenario 2 @ a TSP/Bank: Identify a customer/his relations subscribing to multiple services to gain a holistic view of all relationships Land line Connection (Registered on father’s name)Mobile Connection p g p Jeff Jones 180, Bulloch Ave., Roswell GA - 30075 J. Jones 180, Bulloch Avenue, Roswell, Georgia – 30075-1234 Jeff Jones P. O. Box 11245 Roswell GA – 30075- 1234 Jeff Jones 180, Bulloch Ave., Roswell GA – 30075- 1234 DTH Connection (registered on Spouse’s name) Broadband Connection (registered on Self) © Intense Technologies limited 2013-14 Unavailability of persistent, sharable and trusted version of customer data
  • 9. Statement consolidation and Bundle your Offer/Services Unique ID connecting Multiple Lines of BusinessBusiness Reduces Communication CostsCosts Up sell through relevantUp sell through relevant marketing messages © Intense Technologies limited 2013-14 Cross sell internal Service (Customer not registered for)
  • 10. How about Banking? Fraud Accounts!! Sujith Saxena -Saving Account Sujith Saxena -Saving AccountAccountAccount Amith RajAmith Raj Sandeep Deshmuk C Sandeep Deshmuk C Common Phone No. -Fixed Deposit-Fixed Deposit-Current Account -Current Account 9999988888 SwethaSwetha © Intense Technologies limited 2013-14 10 Swetha -Credit Card Swetha -Credit Card
  • 11. Benami Transactions J Jones -Saving Account J Jones -Saving AccountAccountAccount Jeff Jones -Fixed Jeff Jones -Fixed Jeffrey Jones -Current Jeffrey Jones -Current Common Beneficiary DepositDepositAccountAccount Beneficiary JeffJeff © Intense Technologies limited 2013-14 11 -Credit Card-Credit Card
  • 12. 360 degree Profile POI POI Search Child1 Child2 POI. Mobile no. Transaction no. Parameters Matching Rules POA Combined  Data Identity  Resolution (IR Engine) Name Name & Father Name Father Name = Name Father IR Engine ‐ ‐ ‐ Fam Property Bank Father  Name Father Name = Father Name Sibling Household Household mily Tree Credit Card Travel Name / Address  Address Address Similarity Name / Address  Spouse Household entity1 Household entity2 Stock Exchange Mobile no. © Intense Technologies limited 2013-14 External Sources Credit Card Transaction Bank Transaction Property Transaction
  • 13. Key features you should look for Bulk and real-time de-duplication of subscriber records for a central repository of customer data High precision and recall rates Data cleansing and standardization from multiple sources Hashing techniques for Most probable and Least probable records Multi-channel communication engine with business rules forMulti-channel communication engine with business rules for loyalty computation and redemption Operational and MIS reports to enable educated decisions © Intense Technologies limited 2013-14 13
  • 14. Intense Technologies Limited Secunderabad Noida Mumbai Bangalore INDIA Intense Technologies Limited Secunderabad A1, Vikrampuri Secunderabad - 500 009. AP, INDIA Tel: +91-40-44558585/27849019/27844551 Fax: +91-40-27819040 e-mail: Noida A-1/E, Sector - 16 Noida - 201301 Uttar Pradesh Tel: +91-120- 4743900 to 10 e-mail: Mumbai 101, Vaishnav Apt, Dr.Charat Singh Colony Nr. Solitare Corporate Park, Chakala, Andheri (E) Mumbai - 400 093. Tel: +91-22-32419713/32064648/28253400 e-mail: Bangalore 103, Krishna Chambers, 20/21, Konena Agrahara, 5th Cross, Airport Road, Bangalore - 560017 Tel: +91-80-324 91083/30588333/9741922511 e-mail: 10481 NW 36 Street, Miami FL 33178 USA Tel: +1 954 545 2037, GSM: +1 305 509 1250 e-mail: UNITED STATES OF AMERICA 9, Temasek Boulevard # 19-05 Suntec Tower 2 Singapore 038989 Tel: +65-8288-1859 SINGAPORE P.O.Box 88174, Dubai Tel: +971-4-2653202 / 56-6499568 e-mail: UNITED ARAB EMIRATES About Intense Technologies Intense Technologies is an enterprise software products company offering productized solutions across customer communications management, content management and information management domains. Intense's solutions are backed by strong domain expertise and best practices drawn from client engagements across Telecom, Banking, Insurance and Manufacturing verticals. © Intense Technologies limited 2013-14 Intense’s solutions deliver compelling ROI to enterprises by way of rich customer experiences, improved operational efficiencies and reduced costs across customer-facing business functions. Our solutions are architected to give agility to business processes and provide a sustainable competitive advantage. © Intense Technologies limited 2013-14 14