Cleansing Core Customer Data for Improved Collections

Our water client had a large number of accounts with uncollected revenue contributing to a significant build up of customer debt. They were struggling to collect against these accounts as bills and correspondence were being ignored by customers. It was also difficult for customers to make contact through other channels such as email or telephone. This left the client with unpaid bills whilst wasting significant time and staff resources in chasing collections.

Using our Cleanse and Append solution that references third party data, we assessed the quality of core customer data including name, DOB, phone number and email address. Starting with an initial health check, we could identify target areas and establish cleanse rules. The client implemented our updates to 135,000 accounts based on agreed configuration rules, automated quality assurance, and our rigorous manual review and dip-sampling process.

Our data cleanse improved 25,000 names and titles of which 23% were appending forenames for customers with initials only. We also appended 81,000 date of births, 23,000 email addresses and 13,000 phone numbers where the existing data was missing or invalid.

See how our Cleanse & Append solution increased data quality, enabling the client to collect £200k in six weeks.