BACKGROUND: Norwich Union Insurance insures over 1 million homes, 1.6 million motor vehicles and 50 percent of all motorcycles in the U.K. Norwich Union Life and Pensions accounts for 80 percent of group profits and is one of the top three providers of life insurance, personal and group pensions, annuities and investments to both individuals and businesses in the U.K. Norwich Union is ranked within the U.K.'s top 30 companies.

PLATFORMS: Norwich Union developed a CICS/DB2 application running on an IBM mainframe. It has a Visual Basic front end. The Trillium Software System also operates on IBM mainframes, UNIX systems, AS/400 and Windows NT/98/95. Trillium runs under Java, COM/DCOM and CORBA and is a BAPI-certified SAP partner.

PROBLEM SOLVED: Norwich Union Life and Pensions has approximately 4 million customers and 3.6 million policies. The company's policy is to keep records for 100 years. The data was housed in different systems, and there were some duplicate records as well as inconsistent data. The company implemented the Trillium Software System to construct and maintain a single consolidated customer view. This involved building a customer database, using data from many legacy sources and implementing a call center system called CFFE (customer file front end). The Visual Basic front end enables 200 call center operators to submit inquiries and update policies.

PRODUCT FUNCTIONALITY: The Trillium Software System is used in both batch and online mode for address validation and customer record matching to ensure that customer details are always accurate and up to date. All new addresses are validated and driven by business rules that were defined by Norwich Union. The way in which the product has been integrated into Norwich Union's environment means that it is completely transparent to 2,500 end users. The Trillium Software System consists of the Conversion Workbench, the Parser, the Geocoder and the Matcher. The Conversion Work-bench is a graphically based suite of tools for data exploration, auditing, transformation and table-based conversions, including the non-name and address data types needed in the data warehouse. The Parser is the "context sensitive processor," allowing companies to identify, by line type, exactly what is in each field of a record. The Geocoder matches addresses against directories of address- related information. The geocoding functionality is CASS certified which allows us to take advantage of all available postal discounts. The Matcher enables our organization to accurately identify and develop relationships with our customers. Our developers can easily define and modify parameters that determine what is considered a match and what criteria are established for surviving match data.

STRENGTHS: Trillium Software System can be used in both batch and online mode. We take advantage of both methods and have received tremendous results. We no longer have duplicate records and now have an accurate view of our customers. I find this product very easy to use and am very pleased with its flexibility. Another advantage is that the Trillium Software System is fully Web enabled and is not restricted to processing names and addresses. We have been using the product since 1995 and are very pleased with the results that we have received.

WEAKNESSES: Trillium is limited to data cleansing, conversion and reengineering capabilities, so it does not provide functions such as extraction and propagation.

SELECTION CRITERIA: After a thorough search of data quality software, the Trillium Software System was selected. It was highly recommended to us from some of our partners and we felt that it was the best selection for us. We were looking for a product that would allow us to standardize data and enable us to conduct relationship matching and householding functionality.

DELIVERABLES: With the Trillium Software System, we have a unified view of our customers and are very confident in the results that it is producing. We are providing our customers with better service because we are allowing more than 2,000 of our employees to have access to the clean data that the Trillium Software System is producing.

VENDOR SUPPORT: The Trillium team has been very helpful and resourceful to us. They have provided personal attention when we had questions, and I am very confident that they would be attentive to us if we have any additional questions or concerns.

DOCUMENTATION: The Trillium documentation is a great resource to us when we have questions about the software. We have found the documentation to be thorough and beyond satisfactory to our needs.

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