Countrywide Financial Corporation

Countrywide Financial, one of the top home loan lenders in the United States and a provider of diverse financial services, chose Initiate software to enable improved customer service and privacy compliance. Countrywide uses Initiate software to accurately maintain profiles and provide real-time searching and linking of data on Countrywide’s customers, applicants and prospects. At the same time, Countrywide uses Initiate software to enhance its customer relationship management, call center, online banking and other systems.

The Initiate software installation will cover about 45 million records and link sparse and rich data from a multitude of sources across the enterprise to create single, more accurate views of customers and prospects. Initiate software also manages privacy preferences of customers, applicants and prospects, including opt-in/opt-out and do-not-call information. This enhances customer satisfaction while contributing to improvements in compliance.

In just eight working days, implementation specialists from Initiate Systems installed the software in the Countrywide computing environment, tailored the Initiate software for the highest accuracy on Countrywide’s data, cross-matched more than 3 million records, and achieved 98 percent accuracy (according to Countrywide’s own audit).

Financial Services Company

A major financial services company has approximately 6,200 locations and 60 million customer records. While their existing Customer Information System was capable of managing existing duplicates, it struggled to prevent new ones from being created. This company turned to Initiate Systems to improve its customer data integration and accomplish several goals, including:

• Improving the ability to identify customers and prospects while eliminating duplicate creation
• Uniquely identifying a customer, regardless of which system of record houses their data
• Creating and incorporating safeguards into the process to mitigate the creation of new duplicates
• Protecting customer privacy and helping to ensure opt-out compliance, regardless of where the opt-out request is housed
• Giving their bankers the ability to offer (and price) appropriate new products and services at the point of service, so whether a customer calls, accesses their account online, or visits a branch, they will only see or hear appropriate offers
• Providing a system that is easy and efficient to use
• Improving customer satisfaction, retention and cross-selling