ZSL Boosts Accuracy with Address Validation

Overview: London Zoological Society Address Validation

Experian Address Validation saves time, improves data accuracy and enhances ZSL member experience

ZSL faced delays in membership sign-up and lost renewals due to inaccurate contact data. Experian embedded Address Validation into ZSL’s Tessitura system, ensuring accurate, validated data for seamless member experiences. 

Active seniors walking in the city

Challenge overview

ZSL’s Contact Centre is the hub for all enquiries. From high-end donors to education bookings and even membership sign-ups, the department rarely sees a quiet period. With data entering the contact centre incorrectly, managing operations and memberships was becoming increasingly manual and difficult.

Challenges
  • Poor customer experience
  • Loss of renewals and revenue
  • Increased manual processes
View London Zoological Society Profile
Company Bio:

ZSL, the charity behind London Zoo and Whipsnade Zoo, is home to over 8,000 animals and welcomes around two million visitors each year. Its membership team manages everything from education bookings and renewals to donor communications, making accurate contact data essential. However, manual address entry was slowing processes down, leading to frustrated customers, missed communications, and lost revenue opportunities.

Homes:Over 8,000 animals
Welcomes:2 million visitors each year
Employes:More than 1,000 people
"Experian’s address validation has made a real impact across multiple teams at ZSL, speeding up processes, improving data accuracy and saving staff time. It’s helped uncover key issues, enhanced customer communication and enabled a sustainable, long-term solution that supports our priority of delivering a great customer experience.”
Mona Lota, Supporter Contact Manager, ZSL

Solution overview

Experian Address Validation was integrated with Tessitura, reducing manual processes, improving data accuracy and saving over 152 hours annually. ZSL now delivers better customer experiences and maintains strong donor relationships. 

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Results
  • Saved 152 hours annually for London Zoo’s membership process
  • Eliminated 311,842 keystrokes in 6 months, speeding up and improving address accuracy
  • Saved over 24 hours in ticket purchase data entry time
Solutions
London Zoological Society Address Validation

Improving ZSL data accuracy and enhancing customer experience

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