Experian 2015 Annual Report Download - page 11

Consumer Services
We help brands around the world to
connect with their customers, whenever
they contact them and on whatever
devices their customers are using.
We use our strengths in data management
and analytics to create customer profiles
for our clients, drawing data from many
sources, including a client’s own data.
These profiles help our clients identify their
best customers and better understand
their main interests and motivations.
Using this information our clients can
increase customer retention by rewarding
existing customers for their loyalty. They
can also find new, similar customers to
interact with, and increase their overall
customer engagement by developing the
most appropriate and personalised offers.
High-quality, accurate data underpins
a brand’s ability to connect with its
customers. We help our clients to verify,
validate and cleanse their data sets, linking
records at the customer account level and
enhancing them with third-party data. This
helps to ensure data is accurate, up-to-date
and provides a single view of the customer.
Our marketing platform helps clients to
plan, manage and execute their campaigns
quickly and efficiently. It allows them to
communicate with their customers through
their preferred point of contact, whether
by post, email or social media, as well as
directly measure the success of a campaign
and the return on their investment.
Market position – we hold leading
positions in our three focus areas: data,
data quality and cross-channel marketing.
Competitors – are fragmented and include
Acxiom, Epsilon, Adobe, IBM, Oracle,
Salesforce.com and Teradata.
Financial characteristics – transactional,
volume-tiered charges, data licences and
subscription fees.
We provide millions of people in the
USA and the UK with online access
to their credit report and score,
empowering them to understand and
improve their financial status and
helping them to protect themselves
against fraud and identity theft.
A credit report contains the history of a
person’s credit repayments and is the basis
for their credit score. This score measures
the likelihood that they will repay what they
owe and is used by lenders to understand
the risk of lending to them.
The data we use to create a credit report
includes information from our Credit
Services business line, so people can
view what lenders see about them.
Using our online service, people can
monitor their credit score and find ways to
improve it themselves or call our experts
for extra support and information. This may
help them negotiate better deals on a one-
off purchase, like a car.
Our identity protection services help give
people peace of mind, by helping to protect
their identities and detect when their
identities may have been compromised
or stolen.
We monitor people’s credit reports for
changes that might indicate identity theft
and, in the event of fraud, give people
access to our dedicated fraud resolution
experts. We also monitor the wider web
and social networks in real time for the
unauthorised presence of personal, contact
and financial information, to help prevent
identity fraud before it happens.
Market position – market leader in the
USA and the UK.
Competitors – include CallCredit, Credit
Karma, Equifax, Fair Isaac, TransUnion and
other niche providers.
Financial characteristics – monthly fee for
direct-to-consumer subscriptions and revenue
or profit share basis for affinity partnerships.
Marketing Services
Marketing Services
Consumer Services
21%
Contribution to
Group revenue
140,000
Our experts working in our call
centres help more than 140,000
consumers every week
18%
Contribution to
Group revenue
2bn
We link over two billion
records every month,
helping brands interact
with their customers
REVENUE BY REGION
North America 50%
Latin America 3%
UK and Ireland 27%
EMEA/Asia Pacific 20%
REVENUE BY REGION
North America 73%
UK and Ireland 27%
09Strategic report •Our business lines