Purisma Solutions

Single Face to Customer

Ensuring that your customers see your company’s multiple business units as one single organization has strong bottom line value. The more paths your customer must use to connect with your company, the lower their loyalty because these different touch-points will be seen as separate contacts instead of a significant, single partner. “Single face to the customer” initiatives such as self-service portals, consolidated billing, and integrated marketing are being implemented by customer-centric organizations driven to address this issue. Such deployments must be supported by accurate, consolidated customer data, correlated from the vast array of customer systems across the enterprise and validated through internal or external reference data such as D&B.

The challenge is that across different lines of business and departments, there are separate or redundant applications, databases and data warehouse systems that contain customer records. CRM, Order Management, Logistics and Service are just some of the systems that have been designed and deployed to support specific departments or functions. Unfortunately, each of these often contains unique, independent representations, identifications, and contacts for each customer. Customers can’t help but see this kind of enterprise as an organization consisting of disparate business units. In order to unify the face that a company provides to its customers, significant information management is required.

Delivering a single view is fraught with challenges, including:

Getting the data right:

• How can customer records be matched and correlated across disparate systems?
• How can the customer’s organizational hierarchy be resolved to ensure that all of their subsidiaries and divisions are managed and contractually treated the right way? 
• Can each business user view the hierarchy in the way that makes sense for their role?
• Is external reference data leveraged and integrated properly?

Keeping the data right:

• How can new data relationships or discrepancies by managed by data owners or stewards?
• Can new master records and identities be synchronized back with source systems?
• Does the system “learn” from data stewards and new sources to enhance match quality?
• Can data be “purified” at data entry to avoid new duplicates and errors?

Keeping the solution simple:

• Can these new solutions be deployed with minimal internal politics and controversy across application owners?
• Will these solutions be deployable in 3–4 months versus 3–4 years?
• Is incremental roll out possible to show proof of concept and deliver rapid ROI to IT and the business?

If you seek answers to these and other challenging technical issues, Purisma is the Answer. Purisma™ provides solutions-driven Master Data Management (MDM)—the essential ingredient behind a “Single Face to the Customer”. Purisma’s Data Hub rapidly derives customer identities to accurately correlate and assimilate fragmented customer information, thereby providing a reliable base for these important applications.