Experian drives value across DFS’ retail, delivery and after-sales operations

Find out about DFS’ long-standing partnership with Experian to accurately capture, cleanse and validate customer address data across their retail, delivery and after-sales operations, powers operations across the retail, delivery and after-sales verticals. 

Challenge overview

Clean address data is at the heart of DFS’ cross-vertical operational model. With addresses entering DFS’ system through multiple channels, poor data capture processes would generate friction through the purchase experience. Inaccurate data risks compromising customer experience by undermining the delivery and after-sales operation, and impacting the finance application process. 

DFS have partnered with Experian since 1996 to accurately capture, cleanse and validate their address data.

Challenges

• Poor quality address data reduces the number of successful applications for finance
• Clean address data needed to power the effectiveness and efficiency of in-house delivery operation
• House-moves and address changes undermine after-sales function

Solution overview

Our address validation technology is integrated across DFS’ retail platform, used at every point where address data is captured. It sits online, where autocomplete technology returns address suggestions after just a few keystrokes, reducing address entry time by up to 80% and ensuring a correctly formatted and validated address enters DFS’ systems. It’s used by colleagues to fulfil in-store purchases, streamlining the order process for staff and customers. Finally, it’s used within the telesales channel, helping to reduce friction through the order process by ensuring accurate address information is captured quickly and cleanly.

Results

• Easy address data capture across all channels for a frictionless experience
• Reliable data quality allows clean, accurate data maintained across DFS' systems
• Clean data supports business operations from purchase, through to finance, delivery and after-sales

Using Experian's Data validation solutions, retailers can enhance their data quality processes, improve customer insights, and make more informed business decisions.

Retailers can ensure that customer contact information is up-to-date and accurate. This helps reduce errors in communications, improve deliverability, and enhance customer satisfaction. This contributes to improving operational efficiency, customer satisfaction, and the overall success of retail businesses.

Experian works with DFS to accurately capture, cleanse and validate their address data, across their retail, delivery and after-sales verticals.