Author Archives: Jason Kemp

Simplifying the University Clearing Process with Omnireach

As the annual college and university clearing process approaches in the UK, institutions must prepare for the inevitable surge of student enquiries. However, managing the influx of queries and ensuring a seamless experience can be challenging.

That’s where Saascoms Omnireach solution comes into play. This hassle-free and cost-effective cloud-based solution offers a reliable way for colleges and universities to handle the clearing process efficiently, benefiting students and staff.

The Clearing Process: A Stressful Time for All

Every year, after the release of A-level results, thousands of students in the UK participate in the further education clearing process. Clearing provides an opportunity for students who haven’t secured a place at their chosen university to find suitable courses at other institutions. However, the clearing process can be incredibly stressful for students and universities, particularly due to the high volume of enquiries. In 2022, UCAS reported a 38% increase from the previous year, with over 33,280 students securing a place through clearing.

The Strain on University Contact Centres

During clearing, 87% of UK universities reported experiencing call spikes, placing significant strain on their contact centres. Long wait times, dropped calls, and frustrated students are common issues. To effectively manage the high volume of enquiries, universities require a robust clearing system. This is where Saascoms Omnireach product proves invaluable, enabling efficient management of sudden surges while providing relief to overloaded phone lines.

The Rise of Digital Channels

Digital channels have become increasingly popular among students during clearing to alleviate the pressure on contact centres. Web chat and social media platforms have seen substantial growth. In 2021, UCAS reported a 45% increase in students using web chat to contact universities during clearing compared to the previous year. Enquiries received through social media also rose by 62%. These channels allow students to receive real-time answers to questions without enduring long hold times.

Integration of Web Chat and Social Media

Integrating web chat into a university’s clearing platform creates a seamless and user-friendly student experience. It simplifies the clearing interaction, ensuring a hassle-free process. Additionally, universities can utilise social media platforms to provide timely updates, answer questions, and direct students to other channels such as web chat or email. Social media is an excellent tool for engaging students and building lasting relationships.

Saascoms Omnireach Product: Managing Enquiries Efficiently

Saascoms Omnireach product enables universities to manage enquiries across multiple communication channels, including voice, video, email, chat, messaging, and social media. This comprehensive platform combines all channels into a single agent interface, streamlining the clearing process. Additionally, the product offers unlimited scalability, top-level security, and resilience. Universities can benefit from a 99.999% uptime guarantee.

Leveraging Key Performance Indicators (KPIs)

Universities can make informed decisions about staffing levels and resource allocation during clearing by tracking key performance indicators (KPIs) such as call volumes, wait times, and first-call resolution rates. Real-time tracking allows for immediate adjustments and improvements to the clearing process. This data-driven approach ensures efficient management of enquiries and enhances the overall student experience.

Flexible and Cost-Effective Licensing

Saascoms Omnireach product operates on a unique modular, pay-for-what-you-use approach, allowing universities to pay only for what they need, precisely when needed. This flexibility empowers institutions to manage costs effectively during the clearing process.

The Top 5 Benefits of Omnichannel Communication for Call Centres

In today’s era of user preferences and evolving customer expectations, call centres must adapt to meet the diverse communication needs of their customers.

Implementing omnichannel communication strategies can provide significant advantages for call centres and greatly enhance the customer experience.

Here are the top 5 benefits of omnichannel communication:

1. Seamless Customer Experience Across Channels

Omnichannel communication ensures a consistent and seamless experience for customers across various channels. Whether customers reach out via phone calls, emails, chatbots, or social media, they can seamlessly transition between channels without having to repeat information. This continuity allows for detailed management information and performance metrics, and as such, convenience leads to improved customer satisfaction and engagement..

2. Increased Customer Engagement

Omnichannel communication allows call centres to engage customers on their preferred channels. By providing multiple communication options, such as phone calls, live chat, or social media messaging, call centres can cater to diverse customer preferences. This increased engagement fosters stronger customer relationships and improves overall customer satisfaction.

3. Enhanced Efficiency and Productivity

Omnichannel communication platforms assist human operators by centralising and organising customer interactions. With all customer enquiries consolidated in a single system, operators can efficiently handle enquiries, access relevant customer information, and provide personalised support. This streamlined process enhances operator productivity and enables them to deliver more effective customer service.

4. Comprehensive Customer Insights

By utilising an omnichannel communication solution, call centres gain access to valuable customer data and insights. The platform captures customer interactions, preferences, and behaviours across different channels, providing a comprehensive view of each customer’s journey. These insights enable call centres to personalise interactions, anticipate customer needs, and deliver tailored solutions.

5. Competitive Advantage

In today’s competitive business landscape, offering an exceptional customer experience is crucial for success. Implementing omnichannel communication gives call centres a competitive edge by providing a superior customer experience. By meeting customers on their preferred channels and delivering seamless interactions, call centres can differentiate themselves and attract and retain more customers.

Why Choose Saascoms Omnireach for Your Call Center?

For any business handling inbound enquiries, Saascoms Omnireach is an award-winning, game-changing solution that enables the implementation of omnichannel communication strategies. With its seamless customer experience, increased customer engagement, enhanced efficiency, comprehensive customer insights, and competitive advantage, Omnireach is the ideal tool to transform your call centre operations.

Ready to elevate your call centre operations with Saascoms Omnireach?

Make contact to learn more and to arrange a demonstration.

The Transformative Power of AI for your business

The Growing Impact of AI: Benefits for Your Organisation

Artificial Intelligence (AI) has become a driving force in the business world, with larger companies recognising its transformative potential. Organisations across various industries are leveraging AI technologies to enhance their operations, improve customer experiences, and increase overall efficiency.

The Transformative Power of AI for your business

Realising the Benefits of AI

One of the industries witnessing the significant impact of AI is the contact centre sector. With contact centres being vital for customer support and engagement, integrating AI-powered solutions can yield remarkable benefits for businesses.

According to a recent article in the national press, even major companies like BT are considering replacing thousands of employees with AI technology (source). This highlights the growing prominence of AI and its potential to reshape traditional workforce structures.

Enhancing Customer Experience

AI-powered chatbots and virtual assistants can handle routine customer queries, providing instant responses and freeing up human agents to focus on more complex issues. This improves response times and enhances customer satisfaction by ensuring 24/7 availability and personalised interactions.

AI can also analyse customer data, preferences, and behaviours to generate actionable insights. This valuable information enables organisations to deliver tailored experiences, anticipate customer needs, and offer targeted recommendations, ultimately fostering stronger customer relationships and driving revenue growth.

Improving Operational Efficiency

AI technologies offer significant opportunities for operational optimisation. Organisations can streamline workflows and reduce human error by automating manual tasks, such as data entry and routing. AI-powered predictive analytics can also optimise resource allocation, enabling businesses to allocate staff efficiently and ensure optimal workforce utilisation.

Furthermore, AI-powered sentiment analysis can monitor customer interactions in real-time, identifying potential issues or opportunities for intervention. This enables businesses to proactively address concerns, minimise escalations, and nurture positive customer experiences.

The Future of Business with AI

As AI continues to advance, its potential for transforming businesses is boundless. It empowers organisations to unlock new levels of productivity, drive innovation, and gain a competitive edge. With larger companies embracing AI and experiencing significant benefits, it is evident that this technology is here to stay and revolutionise industries across the globe.

Whether you operate a contact centre or any other type of business, now is the time to explore the possibilities of AI. By embracing AI-driven solutions, you can enhance customer experiences, improve operational efficiency, and position your organisation for future success in an increasingly digital world.

One company that has experienced remarkable results with AI integration is PDCS, a leading organisation in the contact centre industry. PDCS implemented Saascoms Omnireach, an AI-driven solution that revolutionised their operations and improved their bottom line.

PDCS reported a 21% reduction in overall call centre resource requirement, thanks to Omnireach. Moreover, their two-way SMS and webchat conversations achieved a conversion rate of 30.87% higher than inbound calls.

PDCS has demonstrated the tangible benefits that Saascoms AI can bring to a contact centre environment. The implementation of AI technologies can streamline processes, automate repetitive tasks, and enable faster, more personalised customer interactions.

Embrace the transformative power of AI and unlock its benefits for your organisation, particularly within contact centres.

Contact us today to learn more about how AI can revolutionise your operations and generate better results for your business.

FCA’s Consumer Duty Warning

Omnireach: Solving Data and Compliance Challenges in the Financial Industry

The FCA’s Consumer Duty is a significant change in the expectations of firms, marking a “paradigm shift” in the regulatory approach. With the introduction of a new Consumer Principle, firms are now required to act in the best interests of retail customers and deliver good outcomes for them. The FCA wants firms to provide better customer care and protection, as well as empower consumers to make informed decisions.

Final guidance on Consumer Duty was published by the FCA on July 27, 2022, following two consultation papers issued earlier that year.

The rules for open products and services must be implemented by the end of July 2023, with closed books of business following suit by the end of July 2024.

The Consumer Duty rules apply to all firms that manufacture or distribute products and services to retail customers and are a vital part of the FCA’s 2022-2025 strategy. Firms must review their product suite, communications, and end-to-end customer journey and make changes in governance and accountability, management information and reporting, product design, pricing, distribution, servicing, and staff training – all within a challenging implementation timeframe.

This is where Omnireach, the all-in-one conversational platform from Saascoms, comes in. Omnireach can help financial firms solve data and compliance challenges while also providing timely responses to customers.

Solving Data Challenges with Omnireach

Data is at the heart of the financial industry, but with so much customer data to manage, it can be a challenge to ensure compliance with data protection regulations. Omnireach helps financial firms manage their data challenges by providing a secure, cloud-based platform that can integrate with existing systems.

With Omnireach, financial firms can track customer interactions across multiple channels, including email, chat, SMS, WhatsApp, and social media. This means that all customer data is stored in a centralised location, making it easier to manage and protect.

Meeting Compliance Obligations with Omnireach

Omnireach is fully compliant with GDPR and other data protection regulations, meaning that financial firms can be confident that they are meeting their legal obligations. In addition, Omnireach provides audit trails and full transcript reporting making it easier to demonstrate compliance to regulators. With full search across all “chats”, Omnireach can easily identify areas for improved agent training and refining the customer experience, with the addition of outcome codes of each chat, CSAT on all or a random sample of resolved conversations.

Providing Timely Responses with Omnireach

The FCA’s proposed Consumer Duty emphasises the importance of providing timely responses to customers, but with so many channels of communication, this can be a challenge. Omnireach helps financial firms provide timely responses by consolidating all customer interactions into a single platform.

With Omnireach, financial firms can assign customer queries and complaints to the right agents, ensuring that responses are provided in a timely manner. Omnireach also provides automation features that can help to speed up response times, such as pre-written responses and high-priority queue routing based on customer sentiment and intent.

Conclusion:

The financial industry is facing a regulatory shift, with the proposed Consumer Duty requiring firms to prioritise the interests of customers. With the help of Omnireach from Saascoms, financial firms can meet their data and compliance obligations while also providing timely responses to customers.

By consolidating customer interactions into a single platform, Omnireach helps financial firms manage their data challenges, meet their compliance obligations, and provide a better customer experience.

Improve Your Customer Email Management

Say Goodbye to Shared Inboxes: The Benefits of an Email Management SaaS Solution

Are you still using a shared email inbox? If so, you’re not alone. Most organisations do, despite its inefficiencies and security risks. With Saascoms award-winning solutions, you can say goodbye to shared inboxes and hello to a conversational platform that manages all your customer interactions, including email, live chat, text messaging, WhatsApp, and Messenger, on one agent screen.

The Drawbacks of Shared Inboxes

According to a recent study, 76% of customers prefer to engage with companies without calling them up, with 26% preferring email as their top choice of communication. However, most organisations still share an inbox, which leads to wasted agent time, disorganisation of customer information, miscommunication, security worries, and lack of MI/insights/analytics.

Wasted agent time: With a shared inbox, you cannot assign emails or check the status of a customer request within a ticket. You have to spend time forwarding emails and messaging co-workers, which takes away from other important tasks.

Disorganisation of customer information: Shared mailboxes are inconvenient because generic inboxes do not automatically pull and display past conversations (or customer information). This leads to agents being uninformed or repeating themselves, which can frustrate customers.

Room for miscommunication: While wasted agent time is a significant loss, poor customer satisfaction is a more serious implication of “shared inbox management.” Miscommunications can easily occur when multiple agents are handling the same email thread.

Security worries: Multiple users sharing a mailbox increases the likelihood of a data breach. Even if everyone is trustworthy, there’s always a risk that someone could accidentally delete an email or intentionally access sensitive information.

Lack of MI/Insights/Analytics: How do you easily monitor the average email response time, individual agent performance, peak times of inbound emails, and more? With a shared inbox, it’s difficult to gather meaningful insights and analytics that can improve your operations and customer satisfaction.

The Benefits of an Email Management SaaS Solution

With Saascoms, you can benefit from an email management solution without the drawbacks of a shared inbox. Our conversational platform allows you to:

Bulk assign emails to specific agents, allow “last in, first assigned” functions or agent self-assign. All within a searchable, traceable ticketing system. No more wasted time!

Link all past emails in a conversation history, view attachments (or restrict them), and present a feed of customer information to the agent. This ensures that agents are informed and can provide personalised and efficient service.

Get browser alerts, SLA queues, and plain or HTML email library responses. Spell and grammar checks, language translation, and tag-based routing ensure the emails go to the right departments.

Generate a full transcript report. Quality/compliance audit functions, search based on date/agent/keyword/queue, and each user is logged and reported. This ensures that you have complete control over your operations and can identify any areas for improvement.

Get a full suite of MI. Reporting on emails received vs sent, average response time, longest wait, agent status, peak time metrics, and more. This allows you to monitor your operations and customer satisfaction and make data-driven decisions to improve your business.

Upgrade to Saascoms, and you’ll get not only an email management solution but also a full suite of conversational platforms.

Customer Service Trends in 2023

2023 is seeing the customer service landscape go through a significant transformation as businesses seek to keep up with the rapidly evolving expectations of their customers.

As the world becomes increasingly digitalised, customer service teams must adopt new technologies and practices to enhance customer experience.

In this article, we will explore some of the customer service trends that are shaping the industry.

With the rise of technology and the Internet, customer service has changed significantly in recent years. Customers today expect a high level of service and support and want it delivered quickly and efficiently. This has led to an increased focus on customer service in many industries, as businesses recognise the importance of providing a positive experience to their customers.

1. The Rise of AI in Customer Service

One of the most significant customer service trends in 2023 is the increasing use of artificial intelligence (AI) to enhance the customer experience. AI-powered chatbots and virtual assistants are becoming more common, providing customers with quick and accurate answers to their queries. AI also analyses customer data, enabling businesses to personalise their offerings and provide more targeted support.

2. The Importance of Omnichannel Support

In 2023, businesses will need to provide support across multiple channels to meet the needs of their customers. Omnichannel support enables customers to communicate with businesses through their preferred channels, whether email, phone, social media, or live chat. This approach provides a seamless experience for customers, improving their overall satisfaction with the brand.

3. Personalisation of Customer Support

Customers today expect personalised experiences, and this trend is growing in 2023. Personalisation can be achieved through the use of customer data, enabling businesses to tailor their support to the specific needs and preferences of each customer. Personalised support can improve customer loyalty and increase customer satisfaction.

4. Self-Service Options

In 2023, businesses will increasingly offer self-service options to their customers. Self-service options such as online knowledge bases, chatbots, and FAQs can provide customers with quick and easy answers to their questions. This approach can also reduce the workload of customer service teams, allowing them to focus on more complex issues.

5. Collaboration between Humans and Machines

While AI and automation will play a significant role in customer service in 2023, human interaction will remain essential. Businesses must balance automation and the human touch, providing customers with the best of both worlds. Collaboration between humans and machines can improve efficiency and give customers a more personalised experience.

6. Increased Focus on Emotional Intelligence

In 2023, businesses will recognise the importance of emotional intelligence in customer service. Emotional intelligence enables customer service teams to understand and empathise with their customers, providing a more positive experience. Businesses will invest in emotional intelligence training for their employees, ensuring they have the skills to provide compassionate and empathetic support.

7. Analytics and Metrics

Businesses will increasingly use analytics and metrics to measure the success of their customer service efforts. By analysing customer data, businesses can identify trends and areas for improvement, enabling them to provide more targeted support. Analytics and metrics can also help businesses to optimise their customer service operations, improving efficiency and reducing costs.

8. Sustainability in Customer Service

Sustainability will be a key focus for businesses in 2023, with many customers looking to support environmentally responsible companies. Businesses must adopt sustainable practices in their customer service operations, reducing their environmental impact and providing customers with sustainable options. This approach can improve brand reputation and increase customer loyalty.

In Conclusion

In 2023, customer service will be more important than ever before. As businesses continue to embrace digital transformation, they must also recognise the importance of providing exceptional customer service to differentiate themselves from their competitors. By adopting the latest technologies and implementing innovative practices, businesses can meet their customers’ evolving expectations and deliver a seamless experience. AI-powered solutions, self-service options, and personalised support will be key trends in customer service, and businesses that embrace these trends will be well-positioned for success. Ultimately, the businesses that prioritise customer service will be the ones that thrive in an increasingly competitive marketplace.

Contact us to see how we can help with your customer communication strategy.

Credit Communications – A Guide to best practice for Councils, Utilities and Telecoms.

Local authorities, utilities and telecoms businesses are facing a tougher challenge collecting revenues from customers in the current economic climate.

A change of mindset from debt recovery to customer support may benefit organisations wishing to get paid on time.

At the same time, new possibilities afforded by technology and data mining enhancements offer an opportunity to rethink communication strategies to provide real-time, flexible, customer-friendly and far more effective engagement and recovery strategies.

Download our Credit Communications guide for best practice

Download Here

The first Saas Comms customer communications report is a joint venture between Saascoms and Credit Today, exploring debt recovery communications strategies principally for local authorities and utility firms.

It includes:

New opportunities are available to support business growth.
Insights and new ideas within the collections industry.
How to improve digital communications systems for customers.
How to build better relationships with debtors leading to an improved collection.
How to obtain and use new data sources.
Sharing of improvement strategies.
How to manage debt collection agency relationships, now and in the future.
The use of technology in collections.
How key suppliers in the industry are developing.

Paul Nield, Saascoms

“89% of all consumers polled in 2021 suggest they prefer to communicate with organisations via messaging and other forms of digital engagement.”

Contact us to discuss how we can help with your customer contact strategy

Keeping in touch

Greetings everyone… As the wise old saying goes,
“People buy from people.”

That’s why I decided to write an open letter to all our clients, suppliers, and followers. Because, let’s face it, personal posts get the highest engagement, and we don’t want to lose sight of what makes us special.

We don’t want to get lost in the sea of faceless campaigns out there!

Each quarter, I’ll keep you updated on what’s been happening at Saascoms, how we’re navigating the business environment and our plans for the future.

Now, onto the nitty-gritty…

Revenue was up 20% in Q1 of 2023, but let’s not get too carried away. We’ve been managing costs effectively, but margins have taken a hit. Inflation has been a headache, with increasing costs from mobile networks and data centres… but don’t worry, we continue to use best-in-breed. After all, price is arbitrary, and value is fundamental.

We’ve been ISO27001 via ASCB since Jan 2017, but two new clients required UKAS accreditation. Yay for external audits, but as promised, we delivered. We’re now accredited by both bodies, and we’ll keep it that way for the foreseeable future.

Exciting news!

Late Quarter 2 will see the launch of our new SaaS platform, Jungle Telegraph. It’s perfect for small organisations and clubs who want to send and receive SMS messages. And guess what? We’ve even got a white-label version for mobile phones and IT resellers. How cool is that?

We’re also gearing up for the 2023 Credit Connect Technology Awards. We were finalists in six categories and won two awards last year, so we’re hoping for more success this time around.

With this in mind, that’s why we completely rebranded to Saascoms to provide you with focused and innovative SaaS platforms.

We have a fancy brand and marketing agency on board, and things are starting to take shape. But let’s not forget our roots as a personable, approachable, and client-focused business, shall we?

And on a personal note, I was asked to judge the Mobile News Awards 2023. It’s an industry publication I’ve been reading for 25 years, so I’m very happy about it.

Thanks for taking the time to read this – until next quarter…

Kind regards
Paul

5 Benefits of SMS in the Finance Sector

The finance sector is an industry that relies heavily on communication.

Customers want to know the status of their accounts, receive alerts about transactions, and have quick access to customer service.

Text/SMS services can be used to provide customers with real-time information and increase their satisfaction. This article will explore how text/SMS services can help the finance sector.

Account Balance Notifications

Customers want to know the status of their accounts. Text/SMS services can be used to send account balance notifications to customers. Customers can receive text messages that inform them of their current account balance, which will reduce the number of inquiries to customer service.

Transaction Alerts

Customers want to know when transactions occur in their accounts. Text/SMS services can be used to send transaction alerts to customers. Customers can receive text messages informing them of transactions that have occurred in their accounts, such as deposits, withdrawals, and purchases. This will improve customer satisfaction and reduce the risk of fraud.

Payment Reminders

Customers want to avoid late payments. Text/SMS services can be used to send payment reminders to customers. Customers can receive text messages reminding them of their payment due dates, which will reduce the number of late payments and improve customer satisfaction.

Customer Service

Customer service is crucial in the finance sector. Text/SMS services can be used to provide customer service to customers. Customers can send a text message to their financial institution with their questions and concerns, and the financial institution can respond promptly and conveniently. This will improve the customer experience and reduce customer anxiety.

Security Alerts

Customers want to know if their accounts are at risk of fraud. Text/SMS services can be used to send security alerts to customers. Customers can receive text messages informing them of potential security threats, such as suspicious account activity or password changes. This will improve customer security and reduce the risk of fraud.

In conclusion, text/SMS services can be used to improve the customer experience in the finance sector. By using text messaging, financial institutions can improve account tracking, provide customer service, increase security, and reduce the risk of fraud. Text/SMS services are an efficient and cost-effective way to improve the finance sector and ensure customers receive the best service possible.

Our new bulk SMS platform txtpro, launched in late 2024 is a self serve, bulk messaging platform, perfect for marketing campaigns. Just upload your data, write your message and schedule delivery.

Filling in the Gaps – Append your Data

In today’s fast-paced business world, companies need to find innovative ways to stay ahead of the competition.

One of the most effective methods is using data append services, which can significantly improve customer contact by appending consumer data.

Let’s look at how Saascoms data append service can help enhance your customer communication strategy.

Data append services involve adding missing or incomplete data to existing customer records, enabling businesses to gain a more comprehensive set of communication channels for their customers. This service is particularly useful for companies working in the collections and arrears industry.

Appending data can help credit and collections companies with contacting their customers by providing them with more accurate and up-to-date contact information. This can help reduce the number of unsuccessful attempts to contact customers and improve the efficiency of their collection efforts.

When companies append data to their customer profiles, they can update and verify contact information, such as phone numbers, email addresses, and mailing addresses. This ensures that the company is using the most current and accurate information when attempting to contact customers. Having accurate contact information can also help companies reach out to customers through multiple channels, such as email, phone, and mail.

Additionally, appended data can provide insights into customer preferences and communication preferences. For example, some customers may prefer to be contacted by email rather than phone, or they may prefer to receive communication during specific times of the day. By understanding these preferences, companies can tailor their communication strategy to better engage with their customers.

Overall, appending data can help credit and collections companies more effectively reach out to their customers, reduce the number of unsuccessful attempts to contact customers, and improve the chances of collecting of getting a positive resolution.

With a more complete customer profile, companies can identify potential high-risk customers who may be more likely to default on their payments. This allows them to prioritise their collection efforts and take proactive steps to mitigate the risk of non-payment.

Finally, data append services can help businesses comply with data privacy regulations. With the increasing focus on data privacy, companies must ensure that they are collecting and using customer data responsibly and ethically. Data append services can help businesses verify customer data, ensuring they have accurate and up-to-date records and not violating data privacy regulations.

In summary, appending data can help companies in the credit and collections sector make more informed decisions, reduce their risk exposure, and improve their overall collection strategy.

Saascoms data append service checks data sources from several different agencies giving us access to more than 155m data records. The data is then consolidated into one data set ensuring you receive one concise set of results.

Verified data is uploaded to our award-winning platform Mailmaster for you to access.

Each month the records are updated to include 3m+ new records.

Choosing the right data partner is essential to ensure accurate results.

Saascoms understands the debt recovery industry and are experts in contact engagement and maximising data performance.

Below are 2 sets of results showing the efficacy of Saascoms data append service utilised by 2 of our clients.

Client A – Debt Recovery

Loaded 13,000 client details (unique client references), containing on average 5.4 contact records per client e.g. mobile, landline, email, employer details and address.

We ran an exclusion on the contact data that our client already held on the unique client references and appended new data against the individuals. We matched 74% of the original data.

We returned the file with:

14% new mobile telephone numbers added Home Location Register.
22% new email addresses added.
16% new landline telephone numbers added.

Outcome: a more accurate record for contacting customers, giving higher resolution outcomes.

Client B – Debt Recovery

Loaded 10,000 client details (unique client references), containing on average 5.4 contact records per client e.g. mobile, landline, email, employer details and address.

We ran an exclusion on the contact data that our client already held on the unique client references and appended new data against the individuals. We matched 40% of the original data.