Case Study: Publishing Concepts (PCI) achieves real-time address validation and reduced staffing with Melissa's WebSmart

PCI Utilizes Web-Based Data Verification Solution to Streamline Operations

Publishing Concepts (PCI), a Dallas-based provider of alumni contact management and directory publishing, struggled with a labor-intensive process in which call-center agents collected updates that editors manually rekeyed into PCI’s databases. To scale operations and improve data quality, PCI selected Melissa’s WebSmart web-based data verification services to validate and standardize addresses, phone numbers and emails.

Melissa implemented WebSmart for batch cleansing and real-time point-of-entry verification, allowing agents to correct data during calls. As a result, Melissa enabled PCI to standardize over 67% of address updates in real time (about 55,000 addresses validated weekly), double weekly address updates, reduce staffing from 5.5 to 3, and increase records handled by 40%, significantly cutting manual labor and improving ROI.

Publishing Concepts (PCI)

Rebecca Cap Mertens

Vice President of Operations