Technicians and commercial managers, often, have difficulties to Justify the cost of implementing data quality. in their institutions. This is so despite the numerous studies and surveys that testify to the relevance of data quality to achieve greater economic profitability.
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The problem lies in the feasible disconnect between those who truly see data quality problems and those who make the decisions and need to understand the data.. impact of data quality on economic profitability from your company.
In this post, we will analyze a specific business case to implement a data quality solution across the company. This case represents a real data quality example that reveals the benefits of a well designed data quality solution for the entire company in terms of economic profitability.
Cost effectiveness: how data quality helps improve customer service
Speed, precision and agility are the hallmarks of a successful customer experience. Do you know how much a call to customer service can cost your organization?? According to data from BI-BestPractices, costs vary between 300 Y 350 Dollars, so you need to make sure this effort is worth it.
This amount reflects the expenses corresponding to equipment and infrastructure, personal, training, downtime and, of course, the extension of the call. Managing well each interaction with the consumer not only affects their perception of the way the company does things, it also influences your loyalty and future purchasing decisions..
The quality of the data is a key aspect for the experience to be fluid and satisfactory for the consumer and, so that economic profitability is a fact, for the organization.
When the company information that your users can access is at the ideal data quality level (integrated, consistent, no errors and no duplications), it is feasible to achieve:
- Greater empathy in customer treatment: since the service staff has more information, based on the historical data of each consumer and others with a similar profile.
- Faster response times: increases the speed of response to customer requests, since it is easier to find the correct information.
- Sales procedure management optimization: derived from a deeper and more comprehensive understanding of buying patterns.
- Decrease in personnel costs: when the information has a sufficient level of data quality, economic profitability becomes evident in facts such as the need for fewer workers to cover the same number of calls in a call center. The speed and precision with which they can enter the correct data in each case, enables them to serve more customers.
- Greater chances of closing sales and cross-selling: the highest precision in the data that is achieved by ensuring its consistency, integrity, accuracy and updating, It is decisive when locating the profiles of the most receptive and advanced clients in their purchase cycle.
Cost effectiveness of data quality in customer service is measured in seconds. Turn on the timer and start measuring how many more interactions can be achieved in one day and how many potential customers can be successfully contacted, when you have reliable information achieve.
Do you already have a data quality plan?
