Customer Profiling and Data Enrichment for Video Communications Company

Ongoing and fast-paced customer profiling enriches CRM database

Project Overview

Business Needs

With 700,000 businesses using few of its vast solutions client was looking to generate more business. For that client required to strengthen its CRM database by creating effective customer profiles with appropriate segmentation to market them suitable products.

The client approached Hitech BPO to classify, cleanse and enrich inaccurate and incomplete customer data which could be effectively used by the client to upsell and cross sell the products.

The Challenges

  • Managing infrastructure and resources to clean and enrich 1 lac plus records every month
  • Process high volume of data, with 14 fields for every record, on an ongoing basis
  • Integrating data from multiple unstructured and structured sources
  • Sourcing information to fill in missing and erroneous data from multiple online sources
  • Ensuring accuracy of data collected through web research

Solutions and Results

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Implemented a robust process wherein our team constantly cleansed, enriched and updated the database with researched information on various aspects of organizational and individual profiles from across geographies. The automated workflow ensured validation and verification of customer data against the latest information available online.

Data was collected for 14 fields including LinkedIn url, legal name of the company, company size, company website, number of employees, industry, overview of the company, headquarter address/country etc. The team captured the information from multiple sources including company websites, social media sites, business directories etc.

  • A team of 20 skilled members was set up to meet the huge volumes in timely manner; resources distributed across shifts to ensure 24*7 operations.
  • Skilled resources with high analytical and comprehension skills were hired and trained.
  • The list of company/individual profiles to be updated is either of new entrants in the CRM database or existing members whose profile needs updation.
  • Web research deployed for capturing data either through manual methods or by using custom tools/scripts/macros.
  • Data gathered entered into the excel sheet to be updated into the client CRM database.
  • Quality check by dedicated QC team for validating and verifying the data against predefined checklists to maintain an accuracy level of 99.9%.
  • Sample 500 records successfully submitted within a quick turnaround time.
  • Volumes handled: 1,20,000 records updated in initial two months; ongoing 75k records per month.

Business Impact

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Hi-Tech Digital Solutions LLP and Hitech BPO will never ask for money or commission to offer jobs or projects. In the event you are contacted by any person with job offer in our companies, please reach out to us at +91-79-4000-3251 or

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