Smooth operation: Microsoft
Situation
Protecting the intellectual property of its software has been a key issue for Microsoft from day one. Licenses are sold, managed, renewed or cancelled, and the underlying policies are continuously adjusted to meet market and customer requirements.
Business objectives
When Microsoft first approached SAZ in 1993, it had various databases for various groups of customers. Consolidating these into one single software registration data warehouse had top priority. Once this was accomplished customer segmentation and marketing communications had to be streamlined.
Solution
The SAZ smart.base design not only allowed importing all data it also facilitated its subsequent restructuring. Thus customers could be segmented according to marketing requirements and direct marketing campaigns could precisely be targeted and tracked.
Results
By 1998 customer cards were mailed automatically, both the Microsoft-Plus-Club and the Paid-Support-Services were up and running and the Hotline-Call center could access customer records when detailed help and advice were needed.