Australia Post was founded in 1809 as Australia’s original postal service. The organisation offers a range of products and services such as letter and parcel delivery, retail merchandising and agency services to and from all corners of Australia and the world.
Upkeeping millions of customer details presents a unique challenge for Australia Post
The size and breadth of the Australia Post business requires large and sophisticated systems to ensure accurate delivery of its products and services to its customers.
Ensuring millions of customer details across the entire organisation are complete and most up-to-date is no simple job.
Each system stores customer information relevant to its purpose. However, the isolation of each system means discrepancies exist, leading to simple but essential questions such as: Which address is current? Is this the right email address to be sending correspondence to?
All this disparate data means that it is impossible to determine what products and services a customer is leveraging, or other Australia Post offerings they could be taking advantage of. From a customer service perspective, this could lead to missed deliveries and a frustrating experience.
To combat this, Australia Post needed:
- A successful Master Data Management solution; they had attempted to address the issue three times before
- To bring consistency to the customer experience
- The same information across all systems
The solution: A system designed to handle large scale data, built on solid infrastructure
Australia Post worked with QMetrix in conjunction with software partner Profisee to deliver a single view of the customer – called the “Golden Record”.
The solution brings together customer data from numerous source systems such as SAP CRM, Salesforce, Mail Redirection Service and other providers like Amazon Prime.
These systems contain data at various stages of currency, quality and completeness. Profisee then applies data cleansing, validation and de-duplication rules to establish the single, best representation of a customer.
Right place, right time, every time – the new gold standard of delivery and software reliability
Initially, the Master Data Management solution was used to facilitate a more comprehensive internal analytics capability.
Based on its success, it is now being progressively incorporated into line of business applications to improve the customer experience ‒ something possible with a flexible and scalable platform like Profisee.
To ensure adoption and ease of use, training was provided to the Australia Post team. Developers received classroom style administrator training at project commencement, while Data Stewards were trained on the actual solution.
Throughout the project, the Australia Post developers were able to put into practice their learnings and build confidence in the software, while having QMetrix and the Profisee teams to assist.
Signed, sealed and delivered with the right partners
This successful implementation of the Profisee based solution was significant, having followed several failed attempts to implement a single view of customer platform with different technology with other providers.
Working side-by-side as one team, the Australia Post, Profisee and QMetrix staff were able to deliver the project on time and within budget.
Following scoping, the infrastructure build, solution development, final testing, training and implementation were all within 6 months.
“QMetrix and Profisee went above and beyond to ensure that the project was successfully delivered on time.”
– Bruce Roff, Enterprise Architect
Impact for Australia Post
Partner with MDM experts
QMetrix is Profisee’s first Field Certified Partner – Gold Status. Our Profisee team is the largest and most experienced in the region. We can provide a demonstration or initial proof of concept to help you ensure you make the right investment decision.
Overcome data fragmentation with Profisee
Profisee is one of the leading and fastest growing Master Data Management technologies available today. It enables organisations to build a trusted foundation of data and brings together every domain, source, user and record to deliver a single source of truth.
