Client Overview
The client is a global leader in the scientific industry operating across multiple regions and offering advanced solutions for scientific applications. Their rapid growth required improved customer data management to streamline operations and deliver cohesive customer experiences.
Problem Statement
The client struggled with fragmented customer data, stemming from multiple sources and impacting operational efficiency. Inconsistent records across regions, duplicate accounts, and misaligned data in the ERP and Sales Cloud created challenges in maintaining a reliable, unified customer view.
Key Challenges
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Fragmented Data Sources
Discrepancies and misalignments in customer data pulled from various systems.
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ERP Complexity
Multiple trading accounts and inconsistent shipping addresses within the ERP hindered smooth account management.
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Sales Cloud Irregularities
Inconsistent data across business units, impacting customer relationship management.
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Regional Data Variability
Divergent data standards across regions, complicating data consolidation.
Solution Implemented
A robust data integration solution was implemented to establish a single, accurate source of customer data and introduce best practices for sustainable data management.
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Data Cleansing and Integration: Aligned and linked data across ERP and CRM systems, eliminating redundancies and inconsistencies.
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Data Enrichment and Alignment: Enhanced essential customer data fields to ensure completeness and reliability.
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MDM Protocols for Data Ownership: Implemented MDM governance to set data ownership and standardization practices.
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Customer Data KPIs: Established KPIs for ongoing monitoring of data quality, allowing proactive issue resolution.
Business Impact
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360° Customer View
Achieved a comprehensive and accurate view of customer and account data across all systems.
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Operational Efficiency
Streamlined data management across regions, leading to a 45% reduction in duplicate records.
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Enhanced Data Quality
Improved data accuracy and reliability by 40%, enabling consistent information for customer engagement.
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Clear Data Ownership
Established best practices and clear data ownership, supporting ongoing quality management.
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Informed Decision-Making
Reliable data allowed for better decision-making and alignment across business units.
Highlights
- 360° View of Customer Data
- 45% Reduction in Duplicate Records
- 40% Improvement in Data Quality
- Established Best Practices
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