Online retailer Overstock.com was incurring unnecessary expenses due to inaccurate and incomplete customer data provided by customers during checkout. And the bad data resulted in wasted time, money, and unsatisfied customers.

This was a problem. But according to a recentwhitepaper from Experian QAS, there was also a solution on the horizon.

So company officials decided to implement QAS ProWeb in Overstock.com’s checkout process to verify customer addresses, automatically correcting minor mistakes and prompting customers to fix critical errors, to ensure order deliverability and improve customer satisfaction, according to the paper.

The results were worth it. “In the first year of using address verification software tools from Experian QAS,” Experian officials say, “Overstock.com reduced its logistical and customer care costs by close to $1,000,000. Additionally, undeliverable orders have dropped by more than 40 percent and customer satisfaction ratings have increased, placing Overstock.com at the #2 spot on the National Retail Federation’s customer service rankings.”

Overstock.com takes pride in its customer service, said Steve Tryon, SVP of Logistics at Overstock.com. “When we get a customer on the phone we take our time with them to ensure satisfaction and that costs money,” stated Tryon. “Since implementing QAS ProWeb we have seen a decrease in those costly calls and our customer satisfaction indicators, such as net promoter score, have been steadily increasing.”

A year after purchasing QAS, the white paper notes, “Overstock.com jumped from the #4 to the #2 spot on the National Retail Federation’s annual customer service rankings – a feat it attributes partially to using QAS Pro Web.”

These results have rendered the investment in address verification software a clear success in Overstock.com’s eyes. “We’ve managed to improve our customer data, reduce costs and provide a better customer experience— all while staying way ahead of the ROI,” concluded Tryon. “Overstock.com is thrilled with the first class products and services that have been provided; Experian QAS is clearly an industry leader.”