Customer Management

Build an individual relationship with each customer

At the heart of the Decision Analytics customer management offering from Experian is the advanced customer strategy management system, Probe SM.

Probe SM combines data management with segmentation, scorecards and strategies to drive customer management throughout the organisation.

It aggregates data from account management systems and other sources with historical data, and uses it to calculate the unique set of decisioning variables used in the scoring and strategy setting processes.

Customer management strategies are controlled centrally by the business user and then deployed across the organisation, for every customer contact and through every channel.

Probe SM enables organisations to drive strategy proactively and reactively at every touchpoint with the customer. The system operates at account and customer level to deploy immediate, consistent and appropriate customer management.

Flexible decisioning increases strategic effectiveness with a fully scalable system, from basic strategy definition to the most sophisticated simulation and analysis capabilities.

Probe SM also supports regulatory requirements, such as Basel II objectives for banking organisations, combining the calculation of key measures and ratings with the integration of these into the lending decision-making process.

Deployment of Probe SM systems

Probe SM can process portfolios on a regular basis, for example, running in batch mode at statement cycle point and also when triggered by other significant events. The system can also be configured in an online environment to drive the strategy at other key touch-points with the customer, for example, during the online authorisation process.

Interfaces are flexible for rapid deployment against both new and legacy systems. Probe SM is a fully scalable system for mainframe, Unix or Windows platforms and is capable of processing millions of customer decisions rapidly in the mission critical environment.