Rebecca Clayton 4 th May 2005 The lifeblood of a healthy organisation

Today Bad data - why we should get it right Multiple collection points - what to watch out for Award-winning QuickAddress Practicing what we preach Customer success stories

The office nightmare

Spend more than necessary

Poor customer experience cause…

Impacted brand image

What organisations are saying Collecting data from different sources can lead to duplication Source: NOP World research

What organisations are saying Data completeness - only 20% ‘very satisfied’ Data accuracy - only 18% ‘very satisfied’ Source: NOP World research

What organisations are saying Bad data costs money…

In the news “..1 in 5 reported that they regularly receive mail addressed to a previous occupant.” “..17% have received mailings for a deceased family member.” “It’s little wonder that improving standards in data is a major concern for the DMA.” “How to keep data Clean” Holly Acland Marketing Direct January 2005

In the news “Good address management underpins all good direct marketing activity.” David Murphy – “Address Integrity” Direct Response, March 2005

Data integrity drivers Perception Improve customer experience Address customers correctly Prevent duplicate mailings Compliance Data Protection Act Preference Services (Mail, Fax, Phone) DMA Know your customer Financial Reduce costs – productivity, wastage, fraud Increase revenue through profiling

Databases Where do you collect data ? LetterPhone Document Scanning Web In Person

Data problems arise from Inaccuracies caused by Spelling mistakes Missing elements Wrong elements Poor format caused by No set data strategy No address management software Legacy applications

Consistent approach Who is responsible ? What is the strategy ? What are the rules ? Where is it being stored ? How often is data checked ?

What organisations are saying “Our problem is the human error factor, we need more internal checks of the actual data inputting” Over 5,000 employees, Business Services

Get your strategy right

QAS enhanced PAF

Not just offline

Helping organisations with … Quick data capture up to 80% keystroke savings can reduce transaction time can reduce drop-off rates during web transactions Accurate data capture reducing the risk of misspellings validating against the postal address file Effective customer profiling Enhanced database analysis

Benefits of enriching data Improved analysis of customer base Identify target customers and prospects Perform sophisticated profiling Assist with location planning Achieve organisation goals

Datasets available International addresses Consumer names and profiling details Business names and profiling details

What we do at QAS Putting data into our databases – CRM, finance, HR Capturing data on-line – internet: qas.com intranet: purchase order database

contact validation

9,000 customers worldwide

..what impressed everyone was the ability of QuickAddress to pinpoint a property in less than one second. Tom Timms, A director of APIC. Speedy capture

Organisation wide need The force processes information about people. People live in places. The need for name & address management is pervasive throughout the force & QuickAddress has certainly fit the bill. Inspector Kevin Miles Surrey Police

Better customer experience We are now able to drill further for address information, including down to flat numbers. This has obviously had a positive impact on our external customers in that we are able to retrieve their address details in a more timely fashion, providing a positive customer experience. Peter French, Head of Procurement.

Excellent usability "I always find all staff to be very professional no matter what query I have. Its always a pleasure to do business with QAS." Susan Lunney, Network VEKA Ltd "Works like a dream!" Giovanni Pagliari, AIC Ltd "The time saved by using QAS has greatly improved productivity within the office." Tina Baker, No Panic "Great products and business enabler." John Skelt, British Telecom "I have always found QAS to be extremely customer focussed, and continually strive to improve their products and services. QAS are definitely the market leaders." Lorraine Maginn, UCAS

Key partners

Effective data capture Bad data - why we should get it right Multiple collection points - what to watch out for Award-winning QuickAddress Practicing what we preach Customer success stories The lifeblood of a healthy organisation