Australia Post Masters Customer Data with Profisee MDM
Using MDM to deliver a more consistent customer experience and improve core services.
USD annual revenue in FY2022
employees
retail outlets
Name: Australia Post
Headquarters: Melbourne, Australia
Industry: Government
Customer: since 2016
Data Types Mastered with Profisee
Australia Post was founded in 1809 as Australia’s original postal service. The organization offers a range of products and services such as letter and parcel delivery, retail merchandising and agency services to and from all corners of Australia and the world. Australia Post is transforming itself from a traditional letter/parcel delivery organization to one that also embraces the changes of a digital world.
As the national postal service for Australia, Australia Post depends on unique, accurate and up-to-date address data to ensure timely and successful deliveries for its customers. The organization maintains tens of millions of customer records, but it lacks a central repository for storing and managing every record.
With data spread across multiple different systems, customer data easily becomes duplicated, inconsistent or out-of-date, leading to shipment delays, missed deliveries and inconsistent or frustrating customer experiences.
To improve the quality of its customer data, Australia Post knew it had to find a way to create a single view of its customers. Delivering golden customer records would allow Australia Post to aggregate address data from all its source systems, identify matching records and ensure they are accurate, up-to-date and consistent across the organization.
The Solution
Australia Post partnered with QMetrix, a Profisee-certified partner and value-added reseller (VAR), to implement the Profisee MDM platform to create a single source of truth for customer address data.
With Profisee’s automated intelligent matching capabilities, Australia Post can identify matching records across all its source systems, including SAP, Salesforce, Mail Redirection Service and Amazon Prime. Once matching records have been identified, Australia Post uses Profisee to cleanse, validate and deduplicate records to both reduce the total number of customer records it manages and deliver high quality data for consumption by downstream analytical and operational systems.
The organization initially used its newly created golden customer records to power internal analytics. After seeing success with this first initiative, Australia Post is now gradually incorporating golden records into its line of business applications to work on improving the customer experience.
The Wins
After first deploying Profisee, Australia Post successfully cleansed and deduplicated approximately 25 million customer records to create about 13 million golden records. Since then, the organization has integrated additional source systems to master about 48 million more customer records for an additional 19 million golden customer records.
With reliable and up-to-date customer data available across the organization, Australia Post now provides a more consistent experience to its customers and has made improvements to its core services, including Star Track delivery.
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The Solution
Greystone decided to use the Profisee MDM platform to remove the data barriers impeding its business and to streamline operations across both sales and lending/servicing functions. On the sales side, Greystone uses Profisee to match third-party property data with internal property data.
With Profisee’s intelligent matching, Greystone can use the third-party data to enrich and augment its in-house property data without creating duplicates. Greystone also uses Profisee’s matching to identify prior and existing properties under loan or servicing contracts versus properties that could be prospects for new business.
On the servicing side, Greystone uses Profisee to enrich and validate the property data for both loan origination and loan servicing. Comprehensive, up-to-date and accurate property data is particularly critical for loan underwriting, but it also assists the servicing team when engaging property owners and lenders.
