Customer Success: Experian Integrated Marketing

Overview

Experian Integrated Marketing (EIM), part of the Experian Group, designs, builds and operates high performance customer intelligence and analysis solutions. EIM helps blue chip clients - in industries such as broadcasting, financial services and telecommunications - predict and influence the behavior of customers through analysis of data collected from a wide range of sources. EIM’s 200 employees build and host clients’ data-marts from the company’s 2 data centers in Luton and Bristol, UK.

Challenge

Support automated customer service

EIM requires a constantly high level of customer service consistently supported by high quality, error-free data from multiple sources. Increasing demand highlighted the need to improve efficiency of the hosting operation and deliver more flexibility in the management of their automated business processes. New environments were needed – and quickly; once implemented, EIM’s customers would want to see immediate results.

Solution

Redwood’s Cronacle™ improved EIM’s customer service through more efficient and reliable automation. EIM has been able to reduce the time for solution development and increase their overall operational efficiency. They are able to manage the process from one single point of control. Exception notifications integrate easily with Nimbus - their business process management software - and Cronacle automatically sends SMS messages to on-call staff, providing a high level of proactive support for customers.