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La Maison de Valérie: Improving mail data quality

La Maison de Valérie, a subsidiary of PPR, a French retail holding company whose brand portfolio include Gucci and FNAC, has adopted the QAS Pro Web solution from Experian QAS to improve the quality of its database as is collected on its website: www.lamaisondevalerie.fr

Challenge: Meet the needs of quality control of new mail addresses

La Maison de Valérie is a mail order company established in 1971 specializing in home furniture, with over 2 million customers in France.  For La Maison de Valérie, the web is the main sales channel, as half of their customers buy their products via their website.

With a catalogue of over 12.000 references, the company has understood for a long time the major advantage of having an updated and quality database to maximize the satisfaction of his Internet customers. Accurate data makes sure that customers receive their orders securely and timely. That's why they needed help for the normalization of postal addresses collected on their website.

"Indeed, we have opted for preventive solutions to ensure the quality of our customer database. However, after several years of use, we weren’t satisfied with the service provided and have therefore sought a new provider that could provide a better performance. In addition, we use our customer data to carry out direct marketing campaigns or to send our seasonal catalogues. We wanted to reduce the rate of mail delivered to the wrong address, which represents a significant cost to our business, "explains Mr. Opposite, Director of Information Systems of La Maison de Valérie.

Faced with this situation, La Maison contacted Experian QAS in their search for a reliable and efficient IT solution to enhance its preventive policy regarding the collection of data on its information system.

QAS Pro Web: the ideal solution for ensuring the quality of data collected in web environment

To ensure that the data entered La Maison de Valérie website when ordering online was accurate and reliable, the company started using QAS Pro Web. Deployed in July 2009, the QAS Pro Web solution optimizes the quality of addresses from web environments (Internet or intranet) at the entry point of information.
In the case of La Maison de Valérie, when finalizing his order, the user enters his mailing address in a web form. That's when the software comes in: it verifies, validates and immediately completes the entire address before saving it in the company database. The action is thus transparent to the user.

Provide quality customer service and ROI of direct marketing campaigns effectively

La Maison de Valérie, using QAS Pro Web solution, achieved its goal of accurately collect the data of the 2 million customers of its online shop. The solution provided by Experian QAS not only guarantees the quality of their customer database, but also allows La Maison de Valérie to provide quality customer service and improve their corporate image.

Beyond facilitating shipping orders from the website, the Experian QAS Pro Web solution was also implemented in direct marketing campaigns. The deployment of this solution has enabled the company to improve their efficiency in the preparation and shipping of these campaigns (catalogues, promotions, seasonal catalogues).

Next steps

"We will also deploy the solution QAS Pro on our call centre during 2011" informs Mr. Opposite. Indeed, QAS Pro will allow their telesales force of 150 employees to retrieve the postal addresses of customers in their entirety, reliably and quickly. It’s enough to enter a minimum of data for QAS Pro to find, in record time, the exact address desired.

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