Challenges
- Rapid growth fueled by acquisition – 10 different operational systems with 20 instances of Dynamics NAV. Dynamics CRM second attempt to upgrade – first failed due to poor data.
- Disparate customer service applications leading to poor data quality, frustrating customer experience and satisfaction issues.
- Össur was unable to create reliable reports and analytics hindering sales and profitability due to bad, inaccurate data.
- Current MDM tool in place, but IT driven not business focused.
Strategy
- Microsoft Stack connectivity made a seamless migration from MDS to Profisee Platform and delivered KEY business user functionalities including a simple personalized user interface.
- Create a culture of data – now the business quickly recognizes master data and knows when to ask for strategic help.
- Address data inconsistencies across multiple domains using the Profisee Platform and show how MDM team can support acquisition strategy.
Levels of Success
Strategic
- “Added address verification, fixed errors – Reduced shipping cost”
- “Quick wins brought 100% executive support – A culture of data”
What’s Next
- “Drive Strategic real-time customer record creation process”
- “Support culture of data in all processes including customer facing representative adding key customer data to master data hub”
