Case Study: Centrica achieves faster customer sign-ups and fewer address exceptions with Experian Data Quality (QAS Pro)

Centrica - Customer Case Study

Centrica, parent of the British Gas brand, needed to ensure high-quality customer data during a major CRM migration and to refresh its prospect database. The company was losing sales and days on supply because agents frequently couldn’t capture sub‑premise details (eg, apartment numbers) for multi-occupancy addresses, generating exceptions that delayed sign-ups during the seven-day cooling-off period.

Centrica upgraded to Experian Data Quality’s QAS Pro and worked with Experian consultants to integrate and optimize address capture at point of entry. Within a month sub‑premise capture improved (previously up to 35% of searches were affected), enabling faster MPRN matching and sign-ups, reducing sales exceptions, improving marketing data and mail accuracy, lowering arrears, and standardizing address processes across the business.

Centrica

Eddie Edwards

Data Manager