how inspirus uses experian qas for better contact data

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Confidential and proprietary.

Customer Webinar: How Inspirus Uses Experian

QAS for Better Contact Data

Wednesday June 29, 2011

© Experian Limited 2011. All rights reserved.

Confidential and proprietary. 2

Welcome!Introductions and Overview of Today’s Session

Agenda

Q&A with Inspirus about their experience with Experian QAS

Questions from the audience

Today’s speakers:

Tim Hough

Vice President of Technology, Inspirus

Andrew Leigh

Senior Product Manager, Experian QAS

Michelle Kavalchuk

Marketing Programs Specialist, Experian QAS



Tim Hough

Vice President of Technology

Inspirus

Inspirus is a workforce recognition program provider who provides software as a service professional services and service awards to promote employee engagement

Gift recipients choose gifts to celebrate anniversaries and milestones with their organization

Approximately one million awards are shipped annually

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



2. Why are addresses important to your organization?

Inspirus collects addresses from 2 channels

Employers

Employers provide bulk lists of gift recipients

Inspirus mails gift recipients catalogs and certificates

Gift Recipients

Gift recipients provide addresses online when selecting their award

All addresses are verified by Inspirus



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

Internal analysis showed 20+% of addresses in the database were undeliverable or incomplete

Inspirus wanted front and back end processing to address the challenges from the 2 data entry channels

The USPS recommended QAS as a solution



4. What problems did you encounter with bad addresses in your database?

High returned mail costs

Gifts incur significant postage and shipping costs

Customer service concerns

Gift recipients may not be aware of their achievement award

Employers want to ensure employees are recognized

Internal operational inefficiencies

Will cover in more detail on the next slide



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

Many costs associated with processing returned packages and gifts.

Postage and shipping

Time

Materials

Customer good will

Handling returned packages involves several departments

Client Service Group: contacts recipient for the correct address

Shipping Warehouse: receives returned packages and fulfills corrected orders



6. How did you fix the data quality problems?

Inspirus purchased two Experian QAS tools to solve their data challenges

QAS Pro verifies addresses as they are entered at POS by gift recipients

QAS Batch provides bulk address cleansing for large files of addresses supplied by employers



7. How do you use your Experian QAS tools?

Pro Web

Active on their website, the user is unaware they are even using Pro Web

The user is prompted if information is missing

Batch

Initially batch cleanses were performed by IT Department to clean files provided by their customers

Today, a homegrown internal system automates the batch cleansing process



8. What results have you seen with Experian QAS products?

Reduced returned mail costs

Now, less than 2% of all mailings are undeliverable (compared to 20% previously)

Higher level of confidence in contact data

Streamlined operations

Less re-work to recover, correct, standardize addresses

Reduced labor intensive process for the client service team to contact gift recipients for the correct address

Warehouse spends less time receiving and reprocessing undeliverable packages and gifts



What are the benefits of combining front-end and back-end verification?

Significantly reduce returned mail

Increase delivery and response rates

Certification for USPS and Canada Post

CASSTM PS3553 Report

SERPTM Statement of Accuracy Report

Workflow for handling unmatched addresses



QASProducts & services

Real Time Capture Clean & Enhance

Backend Cleaning

QAS Batch

QAS Phone Bureau Services

QAS Email Bureau Services

Enhance

QAS Unify

NCOALink®, AAC, Suppression

Call Center

QAS Pro

Web

QAS Capture for Web Sites

Physical Addresses

Phone numbers

Email validation



Please visit www.qas.comfor more information.

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

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