Focus on the Customer
For many organizations, call centers and customer relationship management (CRM) systems represent the first line of contact with customers. As such, they provide a unique opportunity to increase customer satisfaction and develop profitable, long-term customer relationships—if a company can meet increased customer expectations.
In order to realize that opportunity, organizations must develop a single view of the customer. Unfortunately, that's often more difficult than it seems. Evolving technology and globalization mean that organizations of all sizes are dealing with more customer information through more channels than ever before. This inconsistent, incompatible, and inaccurate data spread across the enterprise or coming in from external sources can undercut the effort to create a complete, accurate, and holistic view of the customer.
Dealing with this tremendous data diversity and volume requires high-quality, proven technology for identity searching and matching.
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. 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, single view of customer needed for top-quality service and maximum cross-selling opportunities.
By its nature, customer data is subject to unavoidable error and variation, from typographical errors to nicknames, Anglicization, and foreign versions of names. A robust matching 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.
Informatica Identity Resolution is based on 20 years of experience with real identification data and provides the ability to search, match, and link identities within single databases or across multiple sources while providing the scalability and speed required by today's systems.
The Informatica solution for identity resolution in call centers and CRM systems empowers you to:
- Improve customer service by quickly and accurately providing a 360-degree view of the customer
- Drive growth by making better, faster business decisions based on complete, accurate, consistent, and current customer data
- Identify, eliminate, and prevent the spread of errors in a customer data hub, leading to a more accurate view of your customers