Case Study: Health Services Provider
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“My business is a mess of silos of unconnected data”
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“I regularly communicate with the same person several times, even when they are deceased” |
The Organisation
- Provides services to mostly elderly customers across the whole of Melbourne
- Fundraising a major revenue stream
- Operational information in 10 different databases across three software systems, managed by different departments.
The Issues
- Same person occurs in different roles in different databases and the organisation cannot tell the relationship between supporters, service recipients or their contacts
- The relationship between donors and service recipients or their contacts can’t be established
- Change of detail in one system cannot be updated in the other systems
- The information cannot be used to understand the customer base better
The Solution
- Set-up a simple software routine to take names and addresses from existing systems on a weekly basis, convert them to new format and add them to a new database. This found about 80,000 people in various databases.
- Provided a simple search screen for the new database to find where the same or related clients and their contacts exist in the various existing databases.
- Used the results to clean/correct the existing poor data entry practices. (i.e. addresses of “As above”)
- Mapped the household locations of the whole community against external data like Census to segment and understand the client base and growth potential
- Used this to more effectively communicate with existing and potential clients/donors.
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