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Westpac Financial Services (WFS), one of the four major banks in Australia, serves millions of customers from its many core systems, each with its...
Westpac Financial Services (WFS), one of the four major banks in Australia, serves millions of customers from its many core systems, each with its own database. The databases maintain information and provide users with easy access to the stored-information. Unfortunately, the company failed to develop information-capturing standards, which led to inconsistent organizational information. For example, one system had a field to capture email addresses while another system did not. Duplicate customer information among the different systems was another major issue and the company continually found itself sending conflicting or competing messages to customers from different operations of the bank. A customer could also have multiple accounts within the company, one representing a life insurance policy and one representing a credit card. WFS had no way to identify that the two different accounts were for the same customer. WFS had to solve its information quality problems immediately if it was to remain competitive. The company purchased NADIS (Name & Address Data Integrity Software), a software solution that filters customer information, highlighting missing, inaccurate and redundant information. Customer service ratings are on the rise for WFS now that the company can operate its business with a single and comprehensive view of each one of its customers.
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