Focus on the Customer
Identity Systems' technology is used in customer relationship management (CRM) systems, enterprise customer management (ECM) systems and in call centers to improve customer service and marketing campaigns.
CUSTOMER IDENTITY DATA
Today's customer information systems have tremendous data diversity, data volumes and an emphasis on customer profiling and relationship value. Such systems require highly scalable proven data quality solutions.
Call Center Systems. Customers expect their details to be found quickly and accurately when they call customer service, but the customer often has nothing to help the operator locate his or her account other than a name or address. The account searching and matching must happen very quickly and accurately despite variations that will exist between the words heard by the call center representative and the customer data on file.
CRM Systems. Customer identity data is often found on multiple systems, but a central customer repository is necessary if the organization is to achieve the accurate, unified customer view needed for top quality service and maximum cross-selling opportunities. Whether or not this central customer repository forms part of a CRM system or Data Warehouse, the matching technology required to bring the disparate records together must be able to cope with data of varying quality and form. Marketing lists will also need to be deduped against this customer data to avoid wasted calls or mailings, and to avoid customer dissatisfaction.
Error and variation in customer data is unavoidable and very difficult to “clean”. It includes spelling, typing and phonetic error; nicknames and synonyms; Anglicization and foreign versions of names; truncation and abbreviation; prefix and suffix variations; compound names; account names; missing words, extra words and word order variations, as well as format, character and convention variations. A robust data quality system must be able to work with this unavoidable error and variation and deliver the right results regardless of the format or quality of the data.
Identity Systems' next generation qata quality software is designed to meet the needs of organizations desiring total identification of the customer. Identity Systems' search and matching technology is used around the world in customer systems for rapid on-line search in call centers, and for duplicate discovery and file matching in CRM systems.
For more information, please see our brochures, whitepapers and presentations, our customer success stories, or contact us directly.
