how fairytale brownies uses experian qas products for better data quality

© Experian Limited 2008. All rights reserved. Experian and the marks used herein are service marks or registered trademarks of Experian Limited.

Other product and company names mentioned herein may be the trademarks of their respective owners. No part of this copyrighted work

may be reproduced, modified, or distributed in any form or manner without the prior written permission of Experian Limited.

Confidential and proprietary.

How Utilities Can Streamline Operations

and Reduce Costs

A Q&A with Citizens Gas

Teleconference: Dial-in: 1-800-214-0745

Passcode: 845973

© Experian Limited 2008. All rights reserved.

Confidential and proprietary. 2

Welcome!Introductions and Overview of Today’s Session

Q&A with Citizens Gas on impacts of address verification

Today’s speaker:

Dennis Claffey

Manager of Customer Relations

Randy Rollins

Customer Service Supervisor

Experian QAS product demonstration

Questions from the audience



Dennis Claffey

Dennis is the Manager of Customer Relations and is responsible for the customer contact center

Randy Rollins

Randy is the Customer Service Supervisor and provides direct support for all call center representatives

Citizens Gas

Citizens has a single focus on customer service because its visionary founders, including Colonel Eli Lilly, chartered the company in 1887 as a Public Charitable Trust. Using a not-for-profit approach, Citizens either returns profits to you in the form of lower rates or reinvests profits to make its facilities more reliable and efficient.

1. Will you introduce yourself, your role and give a quick overview of your organization?



2. What are the internal, operational repercussions of bad address data? How does it hurt your organization?

Rework required deters from core job responsibilities

Creates additional research, as every bill needs to be updated with correct address information

Costs add up due to operational repercussions



3. How do address errors get into your system/processes?

Address data is provided by a customer

Errors occur when:

A customer provides a wrong address

Call Center reps type the information wrong

Misinterprets the customers address

Spelling or fat-fingering issues



4. How did you start your address data quality initiative and ultimately select software?

Wasn’t looking for a solution

Experian QAS representative met the Director of Customer Services at a tradeshow

Saw the QAS Pro tool and wanted to show others within the organization

Gave the QAS rep the “secret code” to get through his admin

Set up an on-site meeting to show demo

Saw the value in address verification software



5. What was your experience training your staff to use Experian QAS products?

Very little training was needed

Experian QAS Account Manager did a WebEx to train staff

Assembled in a conference room for an hour but the training did not even take that long



6. What results have you seen since implementing Experian QAS address verification tools?

Operational efficiency increased

Reduced call times in the call center

Reduced back-end re-work



PRODUCT DEMONSTRATION

QAS Pro



QASProducts & services

Real-time verification Clean & enhance

Clean

QAS Batch

QAS Bulk Processing

Phone & Email Batch

Enhance

QAS Unify

NCOALink®

Address

QAS Pro

QAS Pro On Demand

QAS Pro Web

QAS Pro API

Phone and Email

QAS Phone

QAS Email



Please visit www.qas.comfor more information.

http://www.qas.com/?tid=2326

http://www.qas.com/?tid=2326

how fairytale brownies uses experian qas products for better data quality

Technology