Predictive Address improved user experience and increased the speed of online registration, whilst maintaining accurate and consistent data.
About National Express
National Express are an intercity coach operator providing services throughout England, Scotland and Wales and run the largest scheduled national coach network in the UK.
Challenge
National Express previously had no address lookup service on their website or mobile apps, meaning address input was a manual task for their customers, presenting a number of challenges including:
- Data captured with misspellings and inconsistent structure
- Inaccurate data affecting communications and customer satisfaction
- User experience issues causing abandoned orders and customer frustration
Objective
National Express recognised that increasing efficiency in address capture would provide a further competitive advantage and required
- A long term solution providing real-time address validation to meet their ongoing business needs
- Access to accurate details in order to provide a high class and dependable service
- Easy Integration with both the website and the mobile app
Solution
National Express contacted Data8 having had previous contact and been referred to them internally. Following a successful free trial provided by Data8 and specific user testing monitoring user experience, the Predictive Address service was integrated onto their websites which has delivered a number of key benefits:
- Improved User Experience and increased speed of online registration
- Capture of accurate data in a consistent structure at the point of capture
- Improved communications leading to increased customer satisfaction
It was exactly what we needed in a partner. We didn’t have a lot of time to dedicate to setting up the tool or learning code to set one up, so this was the biggest thing we were looking for. Data8 duplicare™ checked all the boxes for us in that way.
The folks at Data8 are great to work with as well! I was a bit worried at first since we are located on different continents in terms of support or questions, but they are so quick to respond you would never know.
CRM Manager at Dynamic Communities
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