How do you best engage your customers with the limited information you gather from inbound phone calls? What impact would additional intelligence about a customer make in routing leads within your organization? How would you like to be able to “pre-qualify”, or score, a lead for a specific offer within a second and before your first interaction, or turn an inbound call into a cross-sell? Learn about form completion, correcting/validating information as it is captured and improving your customer/prospect interactions. It’s all possible with the use of real-time data services.

1. How real-time services can power
your business and increase your
profits with little investment in time
and money

2. Your Presenters
Steven Rao, CEO – Telematch, Inc. (DBA Relevate)
Mark Rafferty, Director of Sales – Relevate

3. Agenda
 About Relevate
 Definition of Real-Time Data Services
 Benefits
 How it Works
 Four Key Elements
 Upcoming Relevate Webinars
 Questions

4. About Relevate
Marketing Data and Analytics Services company
servicing both the direct and digital marketing
needs of brands and 3rd parties since 1978.
 Data Builds, Enhancement, and Hygiene
 Database Management
 Modeling and Analytics
 Digital Solutions and Delivery Systems

5. Real-Time Services

6. What is Real-time?
Definition: machine to machine (system to system)
integration through an API interface to make data
requests to get that information in sub seconds

7. Did you know…
The length of your web form and sensitivity
level of information requested are top
reasons why people don’t complete an opt-in?

8. Did you know…
 Data entry errors by customers contribute to
more than 25 percent of issues with data
quality?
 50% of marketers say their website and call
center are the main causes of bad data?
Overall, data quality issues cost U.S. businesses
over $600 billion!
*The Data Warehousing Institute (TDWI)
*Experian

9. Real-Time Services
Real-time services allow you to validate or correct information
that is gathered from customers and prospects, and allows you
to append additional information from:
 National consumer data sets
 Off-the-shelf propensity models
 Scoring from a custom model built specifically for your
business
 Additional contact information
You will also be assured that the data you add to your
marketing database is accurate

10. Key Benefits
Correct data as it is being captured
Prevent fraudulent data entry
Save time and money by ensuring accurate
phone numbers for call centers or sales teams

11. Key Benefits Cont.
Save postage and printing costs on direct mail
Avoid fines and consumer bad will for
telemarketing without permission
Ensure the email address you collect is valid
Create and deliver targeted messages based on
the profile of the prospect

12. Ask yourself…

13. How do you best engage your
customers and sales leads with the limited
information you gather from web forms,
point of sale transactions, or inbound
phone calls?
POS
Touch
Points
Web
In-
Person
Inbound
Calls

14. What impact would additional intelligence
about a customer make in routing leads
within your organization?

15. How would you like
to be able to “pre-qualify”
a lead for a
specific offer within
seconds of receipt,
or turn an inbound
call into a cross-sell?
Increase
Revenue
Cross-sell
Pre
Qualify

16. Prospect
Prospect
Prospect
Customer
How can real time services increase your
conversion rate?

17. Success Story 1
Client: Fortune 100 Technology Company
Pain point: Needed a way to efficiently and effectively manage
their inbound call center
Solution: Developed a Custom model that organized call
routing and handling
Benefit: Lowered data errors, reduced labor cost, and
improved customer satisfaction

18. Success Story 2
Client: National Insurance Provider
Pain point: A Call Center is unable to handle a recent increase
in inbound calls
Solution: Integrated real-time services into their call center
software
Benefit: 30% reduction in call center handling time by
populating the customer service reps screen with complete
information about the caller before the call is answered,
eliminating the need for additional staff

19. Success Story 3
Client: Leading Online Retailer
Pain point: Company is collecting inaccurate information
through their web forms, which in turn is creating a low
customer experience rating
Solution: Integrated real-time services into their web form
process that corrected inaccurate information on the spot
Benefit: With accurate data in place, customer experience is
increased. By utilizing real-time services,
incorrect/inconsistent info is noted, allowing user to reenter or
confirm

20. Typical Web
Services Calls
 Telematch® — append/verify residential phone numbers
Bizmatch® — append or verify business phone numbers
Addressmatch® — residential or business name and
phone number append or verification using a street address
and zip code
Address Verify — verification and/or correction of a US
addresses. The return result is a correct US address with
azip + 4.
 DNC Verification — flag records on the National do-not-call
file
 Wireless Flagging — flag records to comply with the
FCC’s TCPA
 Lead Scoring & Modeling — tools to target your most
likely new customers
Auto ID — Over 180+ Million vehicles with ownership
information
Disconnect Verification — flag records that match the
current phone disconnect database
 Email — append or verify an email address
Demographic append — append demographics to
consumer records, or firmographics to business records
 IP Address/ Zip Match — submit an IP address and
receive the city, state, zip code, longitude and latitude (of
the zip code) in return

21. Modeling & Analytics
A Response Performance Indicator is a quick, easy and
cost efficient generic model to effectively predict front-end
response and back-end performance. This model can be
applied quickly to any customer or prospect data file and
provides actionable response on who is likely to respond,
and who is likely to pay.

22. Lead Segmentation
Taking the process one step further, marketers may
segment follow up messaging based on the target
demographics of a prospect.

23. Targeted Messaging
Offer A – ensure that important assets are covered
Offer B – ensure that your family is cared for
Offer C – life insurance that builds cash value
Offer D – low cost life insurance protection
Offer E – will your children be able to afford college education?

24. Targeted Messaging
Married males over age 35 Offer A
Married males under age 40 with children Offer B
Married males age 40+ with children Offer E
Married females with children Offer B
Females under age 50 Offer C
Females age 50+ Offer D
All other males Offer C

25. How it Works: 1
Exhibit 1. Sample customer
form with incorrect
information.

26. How it Works: 2
Exhibit 2. Customer, profile immediately
created with data verified corrected, or added.

27. How it Works: 3
Exhibit 3. Custom routing model applied and
new demographic data added.

28. Four Key Functions
Comply
Identify /
Enhance
Correct Verify

29. Comply
Identify /
Enhance
Correct Verify
Comply: Avoid FTC and FCC violations and fines. Identify
records that are on the Do-Not-Call-List. Make sure you
identify wireless phone numbers to comply with TCPA.

30. Comply
Verify
Identify /
Enhance
Correct
Verify: Data is verified for accuracy. Is it a valid email
address? Is it a valid phone number?

31. Comply
Verify
Identify /
Enhance
Correct
Correct: Correct data as it is being captured and avoid writing
inaccurate data to your database. Prompt users to reenter
information identified as incorrect. Save costs on direct
mailings by ensuring that the mailing addresses are accurate.

32. Comply
Identify /
Enhance
Correct Verify
Identify/Enhance: Identify inbound callers and provide
inbound reps various information about the caller before they
answer the phone. Enhance the data you collect on web forms
allowing you to use short web forms and benefit from complete
customer profiles.

33. Where Can Real-Time
Services Be Utilized?

34. Implementing
Real-time Services
 How difficult is real-time services to implement?
 Who needs to be involved in a real-time services
implementation?
 How much maintenance does real-time services
require?

35. Real-time Applications
Two types of real-time
applications:
 SOAP with an XML request
that is embedded in client
application software to
communicate with servers
in real-time.
 REST: simple as it uses
HTTP and allows for better
performance and scalability
Client
Internet
Off-Site Relevate

36. Key Features a
Vendor Should Provide
Redundancy
and failover
High-speed
response
24x7
Accessible
High
capacity

37. Pricing
Commitment
• Monthly
• Subscription
Term
Contract • Required
What drives
pricing?
• Monthly Volumes /
Commitments
• Services requested
• Service/Performance
level
What pricing
structure(s)
are used
• $/CPM on input
volume
• $/CPM on input plus
charge per match/hit
• $/CPM per match/hit

38. Devil is in the Details
 How long does it take to process a request… ask for typical
processing times?
 What business continuity / failover do they have….
 Understand the services… not all are the same
 Phone append / verification (white pages/compiled vs. carrier
provided/DA/411)
 Email Verification (do they just check syntax and top level domain or SMTP
check the email account)
 Wireless flagging (just NPA NXX lookup? What about ported #s?
 How long have they been operating an API/web services platform?
 Test in batch first before you invest time in configuring the API
 Will they allow you to test the service for free…

39. Upcoming Webinars
 Email marketing
 Life event triggers
 Modeling and analytics

40. Questions?

41. Please Stay in Touch
Steven Rao, CEO – Telematch, Inc. (DBA Relevate)
srao@relevategroup.com
703-658-8306
Mark Rafferty, Director of Sales – Relevate
mrafferty@relevategroup.com
703-658-8354