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Bradford and Bingley

Bradford and Bingley deliver excellent customer service with address capture and clean

"Experian Data Quality software had been introduced in 1995 within Bradford & Bingley's call centre and at the Mortgages Direct office in Leamington Spa. Users reported a high level of satisfaction and also noted that they benefited from a reduction in duplicate addresses on their internal databases."

Bradford & Bingley's experience with Experian Data Quality software has been "an outstanding success."

Alistair Stevenson - IT Projects Manager, Bradford & Bingley

Bradford and Bingley takes account of addresses

Bradford & Bingley has almost 150 years of "putting customers first". In 1991 it merged with the Leamington Spa Building Society, and during the past two years it has acquired Mortgage Express, a specialist lending business, and Black Horse Agencies, the UK's fourth largest estate agency. This significant expansion means that it now has a nationwide coverage with almost 1000 outlets across the UK and about 4 million customers throughout British Isles, over 2.5 million of whom are members of the society.

Customer service

Providing a worthwhile service to is a challenging undertaking and Bradford & Bingley has an obvious need for well supported software to make the task possible. Experian Data Quality software had been introduced in 1995 within Bradford & Bingley's call centre and at the Mortgages Direct office in Leamington Spa. Experian Data Quality software was also being used at Mortgage Express to verify and search for addresses and ensure consistent data input entered within their Mortgage Application Request System (MARS). Users reported a high level of satisfaction and also noted that they benefited from a reduction in duplicate addresses on their internal databases.

A new contract

The software's success within the call centre and Mortgages Direct in Leamington Spa, and also in Mortgage Express in Barnet, was decisive. It prompted Alistair Stevenson, IT Projects Manager, to establish a new contract to use address capture and clean on the mainframe, which is the basis of the investment and mortgage systems that are used to administer the majority of the Society's Business. He has also negotiated a 3000 user licence for PC-based address capture. This will initially be deployed in a new system to handle ISAs (Individual Savings Accounts), and is being rolled out to all their Bradford & Bingley Estate Agencies.

The future

Looking to the future Bradford & Bingley continues to place total emphasis on its customers. It intends to deliver products and services that meet customers needs, and represent value for money. This in turn means increased two-way communication with its members and with the further million or so non-members. Holding reliable address data is therefore crucial.

Outstanding success

Alistair Stevenson feels that Bradford & Bingley's experience with Experian Data Quality software has been "an outstanding success". He is confident that, given the high level of support that Experian Data Quality offers, he has filled the requirement for accurate, consistent and up to date address information. This is turn will enable the Society to provide best possible service in keeping with their commitment to put its customers first.

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