Extended Customer Relationship Management (ECRM)

Companies are trying to determine how to treat their customers like they knew each one personally. That's often difficult to do when an organization has millions of customers. ISI has developed the Synchronos® enterprise customer platform, a proprietary model that enables organizations to pull together difficult-to-find, extended relationships - in an automated way! For example, you'll be able to understand that a particular retail customer also owns rental units, has a small business, and sits on the board of a non-profit organization. This enables your marketing, customer service and risk management efforts to be much more effective in growing and keeping your best customers, and identifying others that you may not even know are your best customers.

ISI’s approach begins with our knowledge-based cleansing methodology, which allows for the identification and classification of all names that exist in the application data. This enables us to ensure that all direct and related parties have been properly identified so they can be used to build extended relationship connections.

Next, we apply our “intelligent” matching methodology, which has been proven by our clients to be more accurate and reliable than weighted field, scoring and other aggregate systems. Instead of simply counting the number of duplicates as aggregate systems do, our “ranking” system compares two potential duplicates field-by-field to determine all the ways the records may be different. It then assigns a “rank” to the records based on rules tuned to meet your organization’s business needs. In this way, our methodology finds duplicates other methodologies miss and identifies which mismatched duplicates should actually be unique customer records.

Our linking capability then goes beyond matching to identify connections between customers — both individual and business — based on address, location, employment and other characteristics you specify to meet your customer data and business objectives. Our methodology also assigns Influence Value Indicators™, identifying the relative strength of the influence between connected customers — valuable information to support your institution's decision-making.

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