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Single Customer View

If it's frustrating for you, just think of your poor customer (SCV)

There are many stories which illustrate the frustration which customers feel when the interactions they have aren't "joined up". Have you ever had an issue , and phoned the relevant supplier , only to feel like your problem dissapears down a lack hole. Perhaps you've had to explain your problem to more than one person. Thats usually because there are different systems which are involved. Perhaps you've heard those magic words "I'll have to look on the other system for that"

We've even had one of our large corporate clients admit that they unknowingly sent two sales people, from two seperate divisions, to the same customer, on the same day !

A Single Customer View is an aggregated and consistent representation of the data known by an organisation about its customers.

The advantages are:

  • Allows you to analyse past behaviour
  • Allows you to target and personalise future interactions.
  • Ensures you can maintain a consistent understanding of customer history and preferences
  • Delivers joined-up customer service
  • Provides the bedrock for your aquisition and retention efforts

We go one better:

Rather than just deliver single view of customers across an entire organisation we are able to deliver consistency between multiple views that arise in different contexts.( For example, the details of various support issues, or financial transactions, might only really be needed within the relevant system (Customer Service or Accounts for example), We can ensure, however, that the relevant summaries of those pieces of information can be delivered into the Single Customer View.

We have lots of real life experince (and technology) to ensure that Customer Identity is traceable between the records held in disparate systems (even if names are keyed differently) and that anomalies or discrepancies in the customer data can be transformed, and a single "Version of the Truth" can be created.

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