The Problem

Despite recognising the opportunities to cross- and up-sell to existing customers, the company was unable to identify unique customer and household records from their disparate customer data stores. The challenge was to create a consolidated view of customers and households across the enterprise.

The Solution

The Mastersoft solution created a "Unified Customer View" that eliminated ambiguity within the company's customer information system. It was implemented in two steps:

1.    Data consolidation - records from six different customer databases were cleansed, their personal and address standardised and validated, records deduplicated using an intelligent matching process and unique keys generated for each customer. The processed data - a "source of truth" - was passed into the new data warehouse.

2.    Batch process for protecting data integrity - a daily update process was designed and implemented to protect the quality of customer records. Customer data that has been changed is matched and standardised against the existing database, and households are identified from validated address information. Matching rules were customised to the specific requirements of the company's business rules. The daily process protects the integrity of customer data, even with the addition of new data sources in the future.



The Benefits

The Unfied Customer View allows the company to cross- and up-sell effectively to existing customers, in particular to offer bundled services. Customers are now given discounts, bonuses and other incentives based on household data, all of which increase customer loyalty and retention. Compliance with privacy laws is now easier, as customers who choose to "opt-out" of marketing communications can be instantly accommodated.

About Mastersoft

Mastersoft develops and delivers market-leading products that enhance customer information integrity and customer communications. For more information about Mastersoft solutions, please email infomsi.com.au