13 November 2006
Capscan Ensures Rail Europe Reaches Its Destination With Accurate Address Data Capture
Matchcode Data Capture Improves Data Accuracy And Call Duration At Leading Rail Ticket Supplier's UK Call Centre
Capscan, a leading supplier of international address management solutions and data integrity services, today announced that Rail Europe has selected Matchcode Data Capture for use in its 100-seat ticket sales call centre in Kings Hill, Kent. It will enable call centre agents to dramatically reduce call handling times and improve data accuracy by quickly and precisely capturing customers' addresses during the ticket sales process.
Rail Europe has integrated Matchcode Data Capture into the company's in-house ticket reservation system, used within the call centre. The call centre agents will capture customers' address details and validate them using the address management software, ensuring Rail Europe's customer database contains only accurate, complete addresses for mailing out tickets and direct mail shots.
Receiving thousands of inbound calls a week regarding the sale of tickets for Eurostar and the continental rail network, Rail Europe wanted to use address management to reduce call duration whilst improving the quality of the data captured. IT Manager at Rail Europe, Russell Galbraith, explains, "Mailing out tickets to our customers is our business and we need to be 100% confident they will reach the right destination on time. Any errors in inputting a whole address without validation not only risks undeliverable mail and increased costs but could also impact negatively on the Rail Europe brand."
After evaluating a number of suppliers, Rail Europe selected Capscan's Matchcode Data Capture software, using its Application Program Interface (API) to integrate it into the in-house reservation system. "We chose Matchcode Data Capture because it provided value-for-money and was compatible with our system which uses Java scripting language," adds Galbraith. "We fully expect to see a significant reduction in call duration times as well as improved data accuracy, resulting in a much more accurate and clean customer database."
Matchcode Data Capture is a data capture and address validation software application, available as a stand-alone application or as a 'plug-in-and-go' interface for use within other software applications, as used by Rail Europe. It enables Rail Europe's 100 call centre agents to enter either a postcode or partial address (where the postcode is unknown) and return the full correct address. In this way a complete address can be captured and entered into the reservation system with the minimum number of keystrokes. Matchcode Data Capture ensures that Rail Europe's database is only populated with accurate and up-to-date address information. It does this by comparing records to the 27 million addresses in Royal Mail's Postcode Address File (PAF).
About Rail Europe
Rail Europe is the specialist in French and European train travel. As the UK's largest distributor of European rail tickets, with over 100 years of experience and a wide range of options available, Rail Europe can cater for all European train travel requirements. www.raileurope.co.uk.
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