Managing Customer Data for Call Centre Success

Mastersoft Case StudiesCall to ExcellenceMelbourne May 2016

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• Develop and support the Harmony Series– Harmony Series– Harmony Hosted

• Customer Data Mastering software and solutions

• Develop and support The Harmony Series

• Established over 25 years

About Mastersoft

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Some of our Clients

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Customer Data IntegrationCustomer linking and de-duplicationSingle Customer ViewRelationship masteringReal-time Customer Search

Address and Location Management Rapid Address EntryAddress HygieneGeocodingLocation Mastering

Customer and Location Applications

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Accor PlusLeads Data MasteringOutbound call centre– Call Success Rates– Data Integrity

Trustpower New ZealandRapid Customer SearchInbound call centre– Customer experience– Productivity

Call Centre Case Studies

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• Leading travel, dining and lifestyle program– Sold on an annual basis

• 44 call centres across Asia Pacific– Constant demand for high quality leads data

• Leads come from many sources– Loyalty program– Check-ins– Referrals

• Needed high quality leads on demand– ‘Feed the monster’– Boost call centre productivity

Accor Plus

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• Automated cleansing and matching process for all leads data

• Prepare each lead for call centre contact– Complete – Standardised– Qualified

• Update leads with new information

• Deliver to CRM, ERP, Data Warehouse

Golden Lead Data Mastering

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Golden Lead Mastering Solution

Harmony Golden Lead Master

CRM

ERP

DW

Members

Check-Ins

New

New Lead?

Customer Status?

Last Contacted?

Do Not Call?

Cleanse

Validate

Verify

AustraliaIndia

New ZealandSingapore

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Golden Lead Mastering BenefitsProductivity No more ‘leads droughts’

No more struggles with poor lead data

Timeliness CSRs have access to quality leads data when required

Reliability Golden Leads are “call ready”

EfficiencyMore successful call connectionsBetter quality conversationsFewer junk calls

Economy Reduced effort for teams and processes

Call

Cent

re

Low Touch Minimal impact on IT infrastructure

Power Integrate data from any source, any volumes

Flexibility Configure new mastering processes at any time

Scope Connect new applications at any time

Syst

ems

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• New Zealand energy group

• Upgrading customer management processes and systems

• Wanted a rapid entry search for customers and locations– Assisted entry style search– Search any internal or external system

Trustpower – Rapid Customer Search

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• Enter customer details• Press Enter• See what comes back• Try again?• Find the information you want• Talk with your customer

Traditional Customer Search

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• Start entering customer detail• Select from the drop down list as you type• Talk with your customer

Rapid Customer Search

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Power

Rapid Customer Schematic

Rapid CustomerIndex

Gas Leads

Multiple Search Profiles• Index once•Many search strategies

Minimal Overhead• Search the index not source systems• Select the records you want

Rapid Indexing•New records available in minutes

Searches

Indexing and Retrieval

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Rapid Customer Demonstration Video

Click the link to see a short demonstration of two search methods: Name and Date of Birth Name and Phone Number

http://www.mastersoftgroup.com/go/customer-search-video

Rapid Customer can be configured to search on any combination of data fields and keystrokes

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Rapid Customer Benefits

Low Touch Minimal impact on IT infrastructure

Power Integrate data from any source, any volumes

Flexibility Configure new mastering processes at any time

Scope Connect new applications at any time

Syst

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Productivity Save 20 - 30 seconds per search, make fewer searches

Experience Less call silence, better customer engagement

Timeliness Fast access to the right information

Reliability Search can be trusted

Efficiency Optimises data search and retrieval processes

Economy Reduced effort for teams and processes

Call

Cent

re

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• Quality customer data makes a difference!• Innovative data solutions to suit your work environment• Low impact, high value

Summary

Thank You

George Langley GM Business Development glangley@mastersoftgroup.com 0414 621 380

www.mastersoftgroup.com

Shirley JacksonSales Managersjackson@mastersoftgroup.com0401 522 590