You are here: Home > Data Quality > Diabetes Victoria accelerates its digital transformation
Diabetes Victoria

Overview: Diabetes Victoria accelerates its digital transformation

Diabetes Victoria accelerates its digital transformation

Since 1953, Diabetes Victoria has been the leading charity and consumer body working to reduce the impact of Diabetes in Victoria. As part of Diabetes Australia, the charity’s mission is to support, empower and campaign for those diagnosed, affected by, or at risk of Diabetes. This is achieved through on-going support, prevention programs and donation campaigns.

Challenge overview

Diabetes Victoria has partnered with Experian since 2011 to accelerate its digital transformation strategy and achieve trusted data. The charity has long embraced a digital-by-default strategy to meet the evolving needs of constituents and ensure they remain well informed of the latest developments. The multichannel model has been underpinned by quality data.

Before data quality solutions were implemented, Diabetes Victoria experienced several challenges, including:

 Customer identification – With multiple databases and conflicting data, it was difficult to identify customers and provide the services required

 Goods collection – There were issues for drivers reaching properties to collect donated goods due to incorrect addresses

 Mail delivery – The volume of undelivered mail was high, resulting in costly postal surcharges

 Engagement – The organisation was heavily dependent on communication via mail but this limited the frequency and timeliness of engagement with constituents

View Diabetes Victoria Profile
Company Bio:

Since 1953, Diabetes Victoria has been the leading charity and consumer body working to reduce the impact of Diabetes in Victoria. As part of Diabetes Australia, the charity’s mission is to support, empower and campaign for those diagnosed, affected by, or at risk of Diabetes. This is achieved through on-going support, prevention programs and donation campaigns.

“Contact data validation has been an essential component in the success of our digital transformation and business continuity. Every day we need to ensure we have the best data possible, and the tools and support from Experian have enabled us to achieve this”
Lalith Abeysena Chief Operating Officer at Diabetes Victoria

Solution overview

As part of the initial work in 2011, the data quality team at Experian worked closely with Diabetes Victoria to identify their challenges and deliver a long-term solution that would eliminate future issues with data quality. At the time, Diabetes Victoria were migrating from multiple databases to a single platform, Salesforce Sales Cloud, so existing records were profiled, cleaned and de-duplicated to create a single view of constituents.

Diabetes Victoria’s digital transformation coupled with a solid approach to data quality management enabled them to thrive in the COVID-19 pandemic and accelerate its digital-first approach. Having valid contact data helped the organisation in several ways:

  •  Improved efficiency for goods collection and route optimisation for drivers thanks to valid address data. The number of collection vehicles required reduced from 22 to 8 (36% reduction).
  •  Increased engagement rates, thanks to valid email and phone data. This enabled them to connect with over 50% of constituents, up from 10% before the digital transformation.
  •  Reduced mail costs and postal surcharges as mail sent decreased by 60% and addresses used were validated.
  •  Streamlined the data entry process in the online forms for supporters and employees.

Maintain data integrity – Salesforce Sales Cloud is the single source of truth for the organisation. With nearly 2 million unique records, data quality tools were needed to protect the system integrity. The organisation quickly adopted Experian’s certified data validation app for Salesforce that provides address, email and mobile validation within account, contact and lead forms. The easy-to-use app ensures in real-time that complete, accurate and correctly formatted data is captured and entered into the CRM system.

Introduce a holistic solution – Beyond the CRM, Experian Email and Phone Validation were also integrated into Diabetes Victoria’s website, marketing preference centre and marketing campaign page forms. The data captured feeds into Salesforce so it was vital to cover all applications. This holistic approach enables Diabetes Victoria to maintain trusted data and deliver its digital-by-default strategy.

Diabetes Victoria is continuing to embrace the latest technology and data developments to provide the best service and support in the Diabetes community.
Experian’s real-time data validation solutions
Results
  • The number of collection vehicles required reduced from 22 to 8 (36% reduction)
  • Mail sent decreased by 60%
  • Streamlined the data entry process
Solutions

Get in contact with us today

Click here
Case Study
Thriday revolutionises financial management for SMEs using Experian Digital’s solutions

Thriday, a financial management platform for SMEs, has collaborated with Experian Digital to revolutionise financial administration for businesses. Thriday’s unique product automates banking, accounting, and tax for small businesses, helping them save time and costs. The integration of Experian Look Who’s Charging’s technology, which enriches and automatically categorises bank transactions in real-time, has enabled Thriday to offer its customers a more accurate and faster bookkeeping service than human labour. By charging users just $29.95 a month, Thriday has slashed the costs of financial administration for businesses while also saving them six hours of precious time each week.

See full story >
Case Study
to loyalty program members, increasing spend per customer & achieving greater return on investmen

IKEA delivers more personalised and targeted marketing to loyalty program members, increasing spend per customer and achieving greater return on investment (ROI)

See full story >
Case Study
Maximises engagement using Experian's data validation solution

Caritas Australia is the international aid and development organisation of the Catholic Church in Australia. With over 50 local partners across 18 countries, the organisation works closely with local communities in Australia and overseas to provide support to those most vulnerable and tackle the root causes of poverty and social injustice.

See full story >