Tom is a customer specialist working in the call center of a major retailer. Tom’s primary responsibility is improving brand recognition by ensuring customer satisfaction. This includes:
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Onboarding new customers
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Taking customer calls and providing accurate and satisfactory service
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De-escalating customer challenges
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Reviewing customer information and updating billing addresses, shipping addresses, and warranty items
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Providing feedback to the business to identify customer service trends and solutions
As Tom creates a new customer, a Find Similar call is made to STEP to determine if a record for the customer already exists. For more information on the Find Similar web service, refer to the Find Similar Web Service topic in the CMDM Solution Enablement documentation here.
Tom has proposed to the business that by validating the addresses first, the Find Similar results will be more accurate. By standardizing customer addresses within the call center application, results from Find Similar, as well as data that is synchronized to STEP, improves overall data quality and customer experience.