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British Columbia Automobile Association Drives Member Satisfaction with Trillium Software

Published
  • March 01 2005, 1:00am EST
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REVIEWER: Sandeep Deshpande, data quality analyst for British Columbia Automobile Association.

BACKGROUND: The British Columbia Automobile Association (BCAA) is a not-for-profit member services organization with more than 725,000 members in British Columbia and the Yukon. BCAA is affiliated with the Canadian Automobile Association (CAA) and the American Automobile Association (AAA), which provide reciprocal services to BCAA members traveling outside of British Columbia and the Yukon.

PLATFORMS: Trillium Software System operates on Windows 2000.

PROBLEM SOLVED: Seven years ago, we recognized our organization could provide better services to members if we were able to operate from one single, complete view of an individual member, our customer. We successfully implemented a data quality solution from Trillium Software. We were able to achieve a single view of the customer by focusing on core data management issues.

PRODUCT FUNCTIONALITY: First and foremost, we eliminated most duplicate customer records in our master customer database. We have also implemented processes that prevent duplicate records from entering the system going forward. Throughout the Trillium Software System implementation, we have focused on different aspects of data quality within the IT infrastructure. First, we addressed the completeness of our data, filling in holes and providing additional content. Next, we tackled consistency and accuracy issues, making sure the information at hand was valid by using Canada Post standards and the geocoding capabilities of the software. After that, we focused and continue to focus on data improvement. Most recently, we have incorporated householding, which was formerly a time-consuming endeavor. With Trillium Software, householding is now done efficiently and effectively, providing relevant data to users on a daily basis. Trillium Software System also enabled us to become certified and perform NCOA (National Change of Address) processing in-house, using the Canada Post data. This access allows our organization to update change of address information into the master customer database in one smooth step. The Trillium Software System is fully integrated into our online system, enabling us to cleanse data in real time. Data from all of our systems is now synchronized each night with the master customer database in the operational data store, which feeds the Siebel CRM system and provides the organization with the complete view of the customer that is required for business success.

STRENGTHS: The Trillium Software System is a data quality solution that can grow with us. It also satisfied all of our data quality requirements and provides ample flexibility in how we choose to use it. Currently, we are leveraging the solution in both nightly batch routines to load a Siebel database as well as in a real-time environment as part of critical online applications.

WEAKNESSES: The Trillium Software System is not really designed to address data quality processing that requires complex calculations, as compared to the functions available within a database. However, there are some helpful calculations that can be performed within the tool.

SELECTION CRITERIA: Trillium Software's online capabilities were far more robust than the other vendors evaluated. The integration of the tool into our real-time applications required the least amount of work, which saved us valuable development time. Beyond that, Trillium Software offered the most flexibility for running on multiple operating systems, a quality that is significant given our environment here.

DELIVERABLES: With the Trillium Software System, we've been able to provide the business with the desired single customer view across all BCAA systems. This empowers our organization to develop appropriate member relationship activities, analyze relationships accurately, and provide the absolute best service and support to our customers.

VENDOR SUPPORT: The customer support from the Trillium Software team has been excellent. Despite the complexity of our implementation, we have not experienced a single issue that could not be resolved with the help of their support team. The people themselves are very friendly and clearly take the time to understand our needs.

DOCUMENTATION: Documentation is very strong and continues to get better each year.

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