Redress Scheme – CRM

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CMS has been engaged in a Redress Scheme where customers were miss-sold credit cards/policies by leading banks in UK. There was a need for a CRM application to hold a list of all customer details, including name, address and other information to identify the customer and to track progress through the communications exercise. The database will also hold a list of policies related to each customer, a list of transactions against a policy (including renewals and payments made by the customer) and a list of settlements (generally a claim or other credits) applied by one of the banks to a policy. There were 5 distinct phases to the exercise which follow data cleansing of circa 4.4M policy records.
  • Phase Zero – Preparation
  • Phase One ? A PSL letter
  • Phase Two ? A vote form
  • Phase Three ? A Claim Form
  • Phase Four ? A Payment (Cheque printing) or letter
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