Lightstream partners with the world’s leading technology and telecommunications companies to address on-premise and cloud convergence complexities. This includes installing and servicing telecommunications equipment at physical locations. Providing excellent customer service is a top priority for Lightstream.
In order to deliver on their customer service promise, it’s essential for Lightstream to have accurate customer address data—including secondary address designations like apartment, floor, or suite numbers. Address inaccuracies were wasting man hours and increasing customer wait time for on-premise service requests.
Lightstream realized that many addresses in their database were incorrect or incomplete and this was only being discovered when a technician was trying to find the physical address. There was no standard process when customer service representatives were entering information into their address database; some addresses were entered individually as free text and some were entered in bulk via spreadsheets from clients.
To improve their quick and responsive service to both customers and partners, Lightstream knew they would need address database cleansing and to standardize the process for address data capture.
According to John Loveland, Senior Software Developer, the initial API implementation was straightforward and everything has been smooth since then. Lightstream’s developers haven’t had to do any additional adjustments or maintenance, unusual for third party software.
10-15% of the addresses in Lightstream’s database needed to be cleansed. Now that all those addresses are correct and validated, technicians don’t have to waste time tracking down locations based on bad address data. To make it even easier to visit the right location on the first try, the Smarty address verification API provides the correct secondary numbers and designators, such as specific office suites, which many services don’t offer.
And with the API integration, future database cleansing becomes automatic since information added to the address database will be validated and corrected right from the start—allowing Lightstream to more quickly and efficiently service their customers and partners.
In addition, Lightstream uses various metadata points that are also returned with the validated addresses to enhance their service. With every validated address, Smarty can provide up to 45 points of metadata. Two such elements are the latitude and longitude data points, which Lightstream uses to display locations on a map in the Lightstream Connect dashboard, providing a smooth user experience.