Companies are realizing that the key to building profitable relationships is in the information they have about the people they do business with. Duplicated data that resides in disparate systems across departments is a hindrance to driving profitable business relationships, since there is no "single version of the truth" in this scenario. Employees spend way too much time chasing information that should be at their fingertips, and departments are using outdated systems that are hard to use and don't talk to one another. The good news is there's a better way to work. A way to leverage technology in order to streamline your business and integrate critical data. Our customers know how to work this way.
Customer Effective can help you integrate and convert your business data into a single, comprehensive source of information for your employees, giving them the tools they need to take action on account penetration, business trends, service issues and more.
Customer Data Integration (CDI)
While data integration initially began as a compliance requirement, companies soon realized that having a panoramic view of their customers was a competitive advantage. The ability to access complete, accurate customer information means businesses can offer uniquely targeted products and services. CDI is a subset of Master Data Management (MDM) and refers to pulling all customer data into a central location from disparate systems, resolving data duplication, conflicts and incomplete information.
As technology consultants we work with lots of different companies operating in different ways, but a common theme across those that operate at the highest level is real-time access to an accurate, comprehensive view of their customers across channels and business lines. We've helped these companies with their CDI projects, including building, managing, sharing and extending customer data, enabling them to access information to tell them everything they know about a customer. These companies are able to manage clients across agents, accounts and territories. They have increased customer retention and up-sell abilities. Better customer service based on product availability and logistics. And of course, meeting compliance regulations according to local, state and federal guidelines.
Master Data Management (MDM)
Companies initiate MDM projects to ensure that they are not accessing potentially inconsistent versions of the same master data in different parts of their operations. The idea is to create a central, enterprise-wide repository of information where employees can access "a single version of the truth," or consistent, controlled data.
MDM evolution has driven the need for seamless data integration. ISV "add ons" are no longer enough. At Customer Effective, our approach to MDM begins at the ground level, driven by the business needs of our customers. As with any strategic data management project, it is critical that line-of-business management is aligned with IT to ensure business goals are being met through the integration of this data. MDM is a strategy, not a technology implementation, and it isn't just the creation of centralized data, but the maintenance of that data as well. Shouldn't you use a company with years of experience obtaining user buy-in and adoption for new technology implementations? We are really good at this. As Project Managers and Leaders, we know how to work with you to involve the right people at your company, how to take small steps, achieve success and expand that for the entire implementation.
Application Integration
The days of departmental silos within corporate operations are fading fast. Companies know that if they are to maximize efficiency, they must be able to access all available business functions, regardless of the department where that function resides. Customer Effective has the tools and expertise to connect these distinct applications to ensure interoperability across departmental and corporate boundaries for a comprehensive view of your business.
Application Mashups
The term "mashup" describes an application that combines content from more than one source into a web-based user application. If you've ever used an online map with an online directory to find a business address, you have used a mashup. When applied to business environments, mashups can overcome the boundaries between applications. What if you could take information from a salesforce application and combine that with an external source into a single location? Suddenly employees can create their own personalized application that is specific to their role and can be delivered internally or externally.
Service-Oriented Architecture (SOA)
SOA offers businesses the ability for metamorphosis – the transformation of the way the people work, the way information is shared internally and externally, and the way a company operates. It allows your company to safeguard your current systems and applications while you generate new application services and capabilities for your employees. Done correctly, SOA offers an opportunity for services to be implemented in order to serve business processes and meet specific company goals.
Delivering the high levels of reliability required for an SOA migration requires not only great technology but also the competency to plan, deploy and support those solutions. Using a phased approach, Customer Effective helps our clients achieve success at distinct intervals while minimizing any risk operationally.