Case Study: Delta Faucet Company achieves faster call resolution and fewer shipment returns with Melissa's Global Express Entry

How Delta Faucet Improves Call Center Processes with Global Address Autocompletion

Delta Faucet Company faced inconsistent call-center performance because only one of its two centers used Melissa’s Global Express Entry address-authentication and autocompletion tool. Reps at the non‑integrated center had to manually type customer names, street addresses, ZIP codes, phone numbers and emails, which led to mistypes, misidentified customers, shipping errors, longer calls and lower customer satisfaction.

Melissa implemented Global Express Entry via its Salesforce AppExchange package and Web Services integration with Delta’s ERP and shipping systems, providing type‑ahead address autocompletion and validation for 250+ countries (about 131 formats). The result was shorter average time per call, fewer shipment returns, improved first‑call resolution and higher customer satisfaction, leading Delta Faucet Company to deploy Melissa’s solution across both centers.

Delta Faucet Company

Seth Garrison

Business Analyst