Success at Australia Post

See how the Australia Post created 360 degree view of customers. This allowed them to identify buying patterns & target for upsell/cross sell.

Challenges

• Master Data for Single View of Customer

• Inability to attribute multiple products (from one or more operational systems) to the same customer
• Inconsistent method to link and search customer records to derive a combined view of a customer’s interactions with AP
• Inability to readily provide accurate customer information for viewing, reports, statistics, and analytics

Strategy

Improve Customer Growth and Retention

• Better personalize content and market to the known consumer base (individuals and businesses)
• Integrated view with access to product holdings, preferences, relationships, contact details attributed to the same customer
• Identify product associations for cross−sell and upsell
• Understand patterns and behaviors (e.g., indicators of churn)

Technologies

• Microsoft SQL Server