Headline:

Wrong customer records reduced by over 98%

Background

The process for recruiting new home shopping customers using national field sales teams was paper driven. Commercial postal and courier services were used to deliver new customer sign up forms to a central office where a manual keying operation migrated data onto a fulfilment system. Time taken from customer sign up to catalogue delivery was between 10 – 12 days which seriously depressed first order rates and mis-keying due to illegible hand writing rendered over 10% of work un-processed.

Action

Result