Right party contact is an integral component of strategic business decision-making, necessitated by increasingly difficult business trading conditions and is critical for optimised marketing, customer service and collections efforts.
Customer identity resolution
A major South African telecoms company found that its marketing and sales endeavours were hampered by the high velocity in customer contact information changes, particularly within their specific target market. To improve the situation, Matogen Applied Insights (MAI) offered guidance on how to combine data assets from across the client company’s subsidiaries to provide a comprehensive corpus of accurate and verifiable customer information. Applying data analytics and artificial intelligence, this project’s core deliverable was a singular, accurate “View of Client”, of which “Right Party Contact” information is the critical element.
Data engineering and modelling
The client provided Matogen AI with data from various internal sources across the group; the information was analysed and used to build an expert model. After examining a variety of attributes, the model was ranked based on recency and frequency logic. Validation on right party contact (RPC) was done by comparing the data to trusted external data sources. MAI was able to achieve an average performance of 80% reliability that contact information, indeed, was current and accurate. This is much higher than the industry average.
The optimised customer contact information will serve as the foundation for a subsequent series of projects aimed at retaining customers, unlocking opportunities and mitigating risk.
