Through the combination of AIT’s innovative multi-channel eCRM software with Experian’s customer data integration technology, information assets and decision systems, the new partnership will now deliver an unrivalled CRM solution that provides organisations with a single, integrated view of their customers, along with intelligent decisioning in all customer contact channels.
AIT has over 15 years’ experience in developing software for CRM solutions in the UK and US. The partnership takes Experian a significant step closer to enabling its clients to realise the elusive CRM promise of delivering real customer value through the application of intelligent decisioning to an integrated view of each customer.
Experian and AIT can now deliver a CRM solution that will enable organisations to recognise and understand their customers as individuals, deliver consistent and efficient sales and service across all channels, increase revenues through encouraging loyalty, stimulate infrequent users, reduce churn and achieve lower operational costs.
Through strategic partnerships with software providers, such as AIT, Experian has been able to leverage its vast information assets along with its expertise in building decision systems and Customer Data Integration (CDI) technology to create a unique multi-channel CRM proposition.
Despite the great claims for CRM, commented Richard Fiddis, Chief Operating Officer at Experian, Forrester research suggests that less that two percent of companies have actually succeeded in obtaining an integrated view of their customers. There still tends to be an over-concentration on technology at the expense of a customer-centric view.
Experian’s partnership with AIT, combining operational and analytical CRM, will help address some of the crucial failings of existing CRM executions such as the lack of integrated customer databases, incompatible technology
and departmentalisation. Gartner claims that such historical failings have led to some 65% of CRM projects failing to deliver against the aspiration of organisations to create one-to-one relationships with their customers.
Carl Rigby, Chairman and Chief Executive of AIT, commented: AIT and Experian have both demonstrated their success in developing solutions which enable clients to gain a deeper understanding of their customers and thus enhance customer relationships: AIT through designing and implementing integrated multi-channel solutions and Experian through delivering powerful insights into customers and their behaviour. Our partnership will offer the very best CRM solutions for retail financial services.
