Experian QAS helps Intouch deliver on its promises

Direct consumer Solutions Company improves speed to market and customer service using Experian QAS' address management solution

For Queensland-based company Intouch, building and maintaining close relationships with its customers, partners and suppliers is the key to its ongoing success as a 'concept to completion' direct consumer solutions company. Intouch (a division of PQ Lifestyles Ltd) is a leader in direct marketing, direct response and direct to door fulfilment for a wide range of international, national and regional clients.

As well as managing customer contact and fulfilment for clients' products, Intouch's contact centre also handles its own direct consumer business, selling a range of healthcare products which are delivered to customers all over Australia. Most of the orders come via its customer contact centre in Brisbane from aged, disabled or other customers who want products delivered direct to their homes.

Established over 20 years ago, Intouch has diversified their business to also handle outsourced customer contact management capabilities for clients in many industries including government, utilities, consumer packaged goods, telecommunications, and financial services.

Intouch maintains very high standards of service and therefore tracking the performance of its customer contact centre is an essential management process. Another important service the company performs for clients is to analyse product sales trends, which helps its clients achieve sales revenue targets. In order to deliver that essential value-add to its outsourced customers, Intouch's contact centre continually needs to improve efficiency, productivity and above all accuracy.

The challenge of improving customer service
Looking for an address management solution to ensure data quality in its contact database and add value to its offering, Intouch selected Experian QAS. Over the last five years Intouch has realised the value of the Experian QAS offering in improving customer service levels - which helps to retain customers.

"We have realised huge benefits using the Experian QAS solution, not only from a financial and efficiency standpoint, but also because of its useability, reliability and flexibility," said Liz Simson, Chief Executive Officer, Intouch. "The marked improvements in our service delivery and the professionalism of the Experian QAS team have proved key to its successful implementation," she continued.

Experian QAS saves you time and costs
The timesaving benefit that QAS Pro has delivered Intouch is that it has reduced call-handling time due to the reduced number of keystrokes required. This is significant for a contact centre handling almost 100,000 calls per year. The data is now more accurate, which is especially important when distributing huge volumes of products across Australia. The ability to cross check QAS Batch verifies addresses against Australia Post's Postal Address File (PAF). This ensures that all the address data in the system is true and accurate, which has reduced the number of orders that are returned due to incorrect addressing. As a result, Intouch has experienced significant cost savings for its clients, satisfied customers, and an improvement in its profitability to the tune of $50k within the first two years.

A solution for now and the future
"QAS Pro provides us with a system that focuses on all of our current needs, as well as helping us with our aggressive growth in the future. Experian QAS provided the best solution due to the fact that it was easily integrated with our existing enterprise resource planning (ERP) and customer relationship management (CRM) software," said Ms Simson.

Ms Simson continued, "The Experian QAS solution's flexibility was essential, as we pride ourselves on our integrated contact centre whereby our consultants can respond to support via all forms of communication including phone, fax, e-mail and mail. This flexibility and its ability to scale as we grow is the prime reason for choosing Experian QAS. We have been reaping the benefits ever since and will continue to do so."

For further information about Experian QAS, please contact QAS.