With consumer and business buyer expectations growing exponentially, more businesses are competing on the basis of customer experience. But executing preferred customer experiences requires data about who your customers are today and what will they likely need in the future. Every business can benefit from an AI-powered master data management platform to supply this information to line-of-business owners so they can execute great experiences at scale. This same need is true from an internal business process perspective as well. For example, many businesses require better data management practices to deliver preferred employee experiences. Informatica provides an MDM platform to solve for these examples and more.
11. 11
Informatica MDM Center of Excellence
Relationship with Informatica
Peoples and Experience
Solution Development
Domains and Entities
Informatica
MDM CoE
Top premier Global SI partner since 2005
Winner of the Best SI Partner for Informatica
for 2012, 2013,2014 ,2015 & 2016
Global System Integrator of the Year 2015
Winner of Informatica (Siperian) Gooey
Award (2008)
Informatica’s Beta test partner with early
access to Informatica MDM future releases
Winner of 3 Innovation Awards
450 + resources with experience on MDM Hub across North America, UK, Central Europe & India
90+ associates certified by Informatica University & 300+ Associates with Cognizant certification
80+ implementations with 30 global rollouts and 5 multi entity projects
‘MDM-in-a-Box’ - a pre-fabricated Cognizant solution for different
business domains like Retail ,Consumer Goods, Life Sciences etc.
Insurance 360 for Insurance industry
Clinical MDM for Pharmaceutical companies
Financial Reference Data Management Solution
IDMP solution for Life Sciences
Key Domains: Retail, Consumer Goods, Life Sciences, Technology, Healthcare, Logistics, Banking & Financial Services, Insurance
Key entities: Customer, Vendor, Product, Policy, Location, Account, Reference Data, etc.
12. Global Roll out of Customer Master
@Global Water Technology Provider
12
Key Highlights
Business Drivers
There are multiple regions, ERP/silo’d systems, and Languages which add complexity to the Master Data Management paradigm
Master data is scattered in silos, with scope of improvement in data quality
No presence of data governance across the globe
Data discrepancies need to managed and governed properly in order the ensure the success of P2P and O2C process implementation
with Emagia and Catalyst application implementation
Consistent customer
information across
the globe
Integration of MDM
with other
applications (e.g.,
analytics)
Improved data quality
and enrichment by 3rd
parties
Global governance
framework leveraging
people, processes,
standards and MDM/DQ
Solution Highlights
Global implementation for 2 business partner domains (Supplier & Customer) for 10 + Source systems ( with multiple instances)
with multiple languages in scope
The phased implementation consisted of a foundation phase for AS IS analysis, Business Requirements & DQ Analysis & Design
and 3 waves for 3 regional rollouts
The solution involved data quality mgmt., Address Doctor & Multiple third party integration (D&B, Amber Road, Decision Point) in
real time/batch mode for data enrichment for hierarchy, denied party identification etc.
Data Governance Strategy including a global organization structure, R&R & processes
Business Outcome
Integration of MDM with Catalyst & Emagia, the primary applications for P2P and O2C Process Mgmt. for managing data
discrepancies like Data duplication, Data redundancy, Exceptions, Data Standardization
Improved Cross-sell/Up-sell
Technology Stack: Informatica Multi-domain MDM on AWS Cloud, Power Center, IDQ
13. High Level Solution Architecture – Customer MDM
@Global Water Technology Provider
SFTP
(input)
SFTP
(Golden
Record
output)
Trust Framework
De-Duplication
Survivorship
List Of ValuesAudit Trails
Data Enrichment
Address
Standardization
Name
Standardization
Cleansing and
standardization
Active Directory based Access Control
Informatica
Analyst
Admin
Hub
Console
Provisioning
Tool
Business
Entity UI
Data analysis &
profiling
MDM
Configuration
UI
Configuration
Customer Data Enrichment &
Workflows
User Admin &
Security
Customer
Onboarding Approval
Decision
point
Deniedparty
Hierarchy
OrchestrationLayer
SRC_ID update from ERP
SRC_IDupdatefromERP
Approvals &
Credit
Application
Customer Master
Input
Customer Golden
Master
IDQ & Address Doctor Informatica Customer 360
13
DownstreamSystems
14. Customer MDM Implementation
@Leading Manufacturer of High-performance Paints
14
Key Highlights
Business Drivers
No single truth of key enterprise entities. It was mastered in Talend earlier and moved to ERP (SAP R/3) .
Data related to key entities are being authored and manipulated through multiple application/spreadsheets without being governed or
synchronized .
Data errors were impacting the enterprise flows like order to Cash to Cash & Procure to Pay.
Operational cost went up due to data corrections .
S/4 HANA implementation needed governed mastered data.
Enterprise-wide
source for Business
Customer
Customer Workflows
moved to ActiveVOS
from ServiceNow and
other 3rd party apps
Improved data quality
and reliability of key
data elements
Integrated data
synchronization
between MDM and
ERP
Solution Highlights
Inbound & outbound data integration in Batch & Real Time
Use of MDM UI as a data authoring source. Uses collaborative method of record creation.
Optimization of business processes authoring master data based on reference data
Synching up reference data constraints on MDM with ERP .
Use of IICS as middleware for integration and data reconciliation.
Critically placed to improve interface services , lifecycle management services to evolve from coexistence style to transactional style
of implementation
Business Outcome
Improvement on Time to Market , Order to Cash
Improved service accuracy through Single Source of Truth
Mass upload delivered for bulk authoring to improve operations
Governed ERP master data for CFIN program
Single Global MDM multi-domain platform for Customer, Supplier, Profit Center and Material master data
Technology Stack: Informatica Multi-domain MDM on AWS Cloud, Power Center, IDQ, IICS & SAP R/3, S4 HANA
15. Customer MDM Implementation using INFA MDM
@Global provider of water, hygiene and energy technologies and services company
Key Highlights
Business Drivers
Customer, Product, Field Sales Org and Corporate Account Org hierarchy data not synchronized across systems leading to conflicting
values
Opportunity to improve understanding of quality of data
Opportunity to improve visibility of master data across divisions and regions globally
Unauthorized data changes and lack of country specific validation rules cause data quality issue
Difficulties in BI and Reporting due to lack of Single Version of TruthEnterprise-wide
source for Business
Customer & Product
Access based task
approval ActiveVOS
implementation on
INFA MDM platform
Improved
sustainability of data
quality and
governance of key
data elements
Improved business
intelligence and
enterprise reporting
Solution Highlights
Proposed a Global MDM system to the client to make business-critical decisions by selecting, configuring and implementing a single
set of global tools (system and workflow) for the consolidation of data from SAP and non-SAP systems
Maintaining Customer, Product and Hierarchical data in MDM
Provided an analytical Customer & Product Master Data solution for reporting purposes
Implemented SAP PowerExchange with Informatica PowerCenter to extract Customer & Product data from SAP Enterprise
DataWarehouse
Upgrade from MDM 9.7.1 to MDM 10.2
Business Outcome
Enabling the objectives of other strategic programs with a strong dependency with Master Data Management and Data
Quality/Governance
Gained insight into underlying data quality issues and improved data quality, accurateness and uniqueness
Improved sustainability of data quality and governance for key business data elements and related data
Improving business intelligence and enterprise reporting for making business-critical decisions
Consolidation of global management and governance of non-transactional master data across divisions and regions
Technology Stack: Informatica MDM Advanced Edition, DB2, JBOSS-EAP-6.4.1, Informatica Power Center, Informatica Data
Quality, ActiveVOS, Address Doctor
15
20. Create an Intelligent 360 View of Data
Contact
Information
Contact
Preferences
Locations
Business
& Consumer
Information
Products
& Services
Business
Relationships
Household
Relationships
Supplier
Relationships
Sales Offers
& Activities
Marketing
Communication
& Responses
Service Issues
& Needs
Billing &
Contract
Activities
Social Media
Channels
IOT & Devices
Chatbots
RelationshipsProfile
Interactions & Transactions
A bit about the history of MDM (analytics à operational; some examples of how customers are using MDM in mission critical applications)
A bit about continuous innovation, architecture, and on-premises and cloud availability
MDM at scale (large volumes of data, MDM in Big Data)
Competitive differentiation
What is next gen MDM
Core strategy
A bit about the history of MDM (analytics à operational; some examples of how customers are using MDM in mission critical applications)
A bit about continuous innovation, architecture, and on-premises and cloud availability
MDM at scale (large volumes of data, MDM in Big Data)
Competitive differentiation
What is next gen MDM
Core strategy
And with INFA EDG Application, we now have a complete set of capabilities, that meets every data governance stakeholder, business or technical, where they are, and allows them to be productive, regardless of their skillset or the current maturity of the data governance program.
A bit about the history of MDM (analytics à operational; some examples of how customers are using MDM in mission critical applications)
A bit about continuous innovation, architecture, and on-premises and cloud availability
MDM at scale (large volumes of data, MDM in Big Data)
Competitive differentiation
What is next gen MDM
Core strategy
CHRISTUS Health is a global, not-for-profit Catholic health system delivering care from more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. Based in Irving, Texas, the organization employs 30,000 people, including 9,500 physicians. It’s vision: to be a leader, a partner, and an advocate in the creation of innovative health and wellness solutions that improve the lives of individuals and communities
CHRISTUS Health has grown significantly in recent years. That growth placed an increasing burden on the organization to more effectively manage the resulting volume of patient and operational data – everything from billing and registration information to clinical data. Information was spread across a number of siloed applications and EMRs, making it hard to aggregate, govern, and validate.
CHRISTUS Health set out to not only better manage the growing volume of data, but to leverage that data to increase the effectiveness and quality of the services it delivers to patients. To do this, the organization needed to integrate and organize data across the enterprise, with common tools, classifications, and standards. Ultimately, data needed to reach the right people at the right time to deliver the expected levels of service. In addition, patients needed to be able to trust the care they were receiving: it was important that medical staff understood their health histories and requirements.
Using Informatica, the needs of provider and patient were met. Enterprise-wide data is now captured, normalized, and interrogated into a single, easily accessible platform. CHRISTUS care providers can now use complete, clean patient data to make informed decisions and deliver a more personalized experience. Additionally, the adoption of evidence-based computerized physician order entry has resulted in decreased length of stay and lower emergency department wait times. This resulted in $500,000 in savings within a few months of the system going live. For example, a discrepancy in a vendor agreement was spotted, saving CHRISTUS Health $250,000.
Inside the Solution
Informatica PowerExchange
Informatica PowerCenter
Informatica MDM
Informatica B2B Data Exchange
Informatica Data Archive
Informatica Data Quality
Informatica Address Verification
Informatica Professional Services
Read the Story and Watch the Video: https://www.informatica.com/about-us/customers/customer-success-stories/christus-health.html#fbid=m7IHYmPcRGW
CHRISTUS Health is a global, not-for-profit Catholic health system delivering care from more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. Based in Irving, Texas, the organization employs 30,000 people, including 9,500 physicians. It’s vision: to be a leader, a partner, and an advocate in the creation of innovative health and wellness solutions that improve the lives of individuals and communities
CHRISTUS Health has grown significantly in recent years. That growth placed an increasing burden on the organization to more effectively manage the resulting volume of patient and operational data – everything from billing and registration information to clinical data. Information was spread across a number of siloed applications and EMRs, making it hard to aggregate, govern, and validate.
CHRISTUS Health set out to not only better manage the growing volume of data, but to leverage that data to increase the effectiveness and quality of the services it delivers to patients. To do this, the organization needed to integrate and organize data across the enterprise, with common tools, classifications, and standards. Ultimately, data needed to reach the right people at the right time to deliver the expected levels of service. In addition, patients needed to be able to trust the care they were receiving: it was important that medical staff understood their health histories and requirements.
Using Informatica, the needs of provider and patient were met. Enterprise-wide data is now captured, normalized, and interrogated into a single, easily accessible platform. CHRISTUS care providers can now use complete, clean patient data to make informed decisions and deliver a more personalized experience. Additionally, the adoption of evidence-based computerized physician order entry has resulted in decreased length of stay and lower emergency department wait times. This resulted in $500,000 in savings within a few months of the system going live. For example, a discrepancy in a vendor agreement was spotted, saving CHRISTUS Health $250,000.
Inside the Solution
Informatica PowerExchange
Informatica PowerCenter
Informatica MDM
Informatica B2B Data Exchange
Informatica Data Archive
Informatica Data Quality
Informatica Address Verification
Informatica Professional Services
Read the Story and Watch the Video: https://www.informatica.com/about-us/customers/customer-success-stories/christus-health.html#fbid=m7IHYmPcRGW
Hyatt Hotels Corporation, headquartered in Chicago, is a leading global hospitality company with 12 premiere, luxury, and resort brands and 667 properties in 54 countries (as of June 2016).
Hyatt is in a highly competitive market and is small relative to companies such as Hilton (4,200 properties), Marriott (3,900 properties), and Starwood (1,200 properties). This is a challenge because loyalty programs reward customers for staying at a brand’s properties. With fewer properties it’s harder for customers to earn and take advantage of points. So Hyatt has to differentiate on something other than size, scale, and price. The company differentiates itself by having a laser-like focus on customers, and using data effectively is key to the success of this approach. By doing so, Hyatt is able to fulfill its purpose: to care for people so they can be their best.
Hyatt strives to deliver outstanding and memorable customer experiences that guests want to have every time they travel, thus building fierce brand loyalty. To consistently deliver unmatched customer experiences at any Hyatt property, Hyatt needed a way to capture and understand customer behaviors, preferences, and influences, and share them across properties. For example:
Customer preferences captured at a hotel in Singapore could be readily viewed by hotel staff in Dallas, which could then immediately deliver on those preferences.
Perhaps a frequent business traveler always requests a particular type of pillow or orders a particular drink or item on the dinner menu – next time the traveler arrives, at any property, the hotel can meet those needs before they are even requested, creating the feeling that Hyatt truly cares about the customer’s needs.
To do this, the company needed to:
Empower associates to consistently deliver great guest experiences at every stage of their journey, at any property.
Bridge data silos so customer information can be shared with any of the 600 hotel properties and functions around the world.
Consolidate large amounts of data from a multitude of sources across brands, properties, regions, and functions to execute this end-to-end Guest Experience Management (GEM) vision, while boosting sales and marketing effectiveness and improving business decisions.
Unify and automate distributed marketing efforts and target campaign development around actionable customer data.
Today, Hyatt knows more about its customers, leaving the guess work out of all interactions. Although still in their infancy, results include:
Increased guest engagement metrics substantially and tracked preferences through NPS.
Hyatt Hotels & Resorts’ up-sell/cross sell program in the Americas increased revenue by double digits (60%) year-over-year.
Globally, Hyatt increased revenue from loyalty members by 19.6%.
Improved marketing campaign effectiveness by better segmenting customers based on richer customer profiles for more personalized offers.
Reduced loyalty program costs by targeting the right guests with the right information.
Enabled management to make better business decisions based on great data.
Created a springboard for new analytical applications with its customer data hub; helped segment customers based on different needs or location to build predictive models.
Inside the Solution
Informatica Master Data Management
AddressDoctor
Informatica Data Quality
Informatica PowerCenter
Slide #8: The Customer Data Management Solution
Monica:
SirHari, how did you overcome this customer data management challenge? [speak to the data flows and:
What source and target systems are you using?
Which domains are you mastering?
How many customer records are you mastering?
How long did it take you to implement the solution?
Tom, what operational systems now have great customer data and give me an example of how it helps your team?
[SPEAKER NOTES]
89% of companies plan to compete primarily on the basis of the customer experience. Why? Because customers have changed.
Today’s customers are social, mobile, connected…and spoilt for choice. They want what they want, when they want it. They live for convenience, and if you fail to provide it, they’ll find someone who can. No company is immune to this— whether B2B, B2C or B2B2C.
What should you know about your customers?
You need to be able to quickly and easily answer the following questions:
Which customers is it?
What have they purchased?
What’s the next best offer?
Is this a good time to make the offer?
If the data that’s feeding operational and analytical systems isn’t clean, consistent and connected, how are people getting the information they need to answer these questions today?
More detailed questions:
Which customer is it?
Is it an account or a contact?
What’s their correct contact information for marketing, shipping and billing?
Have they joined our loyalty program or a branded cardholder?
For business customers, are they a stand-alone or subsidiary of a larger company?
What have they purchased?
What products do they have across product lines and channels?
What’s they’re buying and renewals history?
Which channels do they prefer?
Which employee or partner manages this customer relationship?
What opportunities do we have?
What products would be of interest?
Who influences this buyer?
Are there members of the household we should be targeting with relevant offers?
Is this a good time to make the offer?
Are they paying their bills on time?
Have they opted in to receive marketing offers?
What’s their level of satisfaction? Any open service issues?
Are they talking about us in social media channels?
Are they an advocate for our brand?
A bit about the history of MDM (analytics à operational; some examples of how customers are using MDM in mission critical applications)
A bit about continuous innovation, architecture, and on-premises and cloud availability
MDM at scale (large volumes of data, MDM in Big Data)
Competitive differentiation
What is next gen MDM
Core strategy
Manouj:
Multi-domain and multiple domains
Analytical and operational use cases
Batch, real time and near real time integration options
Business users and data stewards
Discover master data and measure data quality
USP – Award. What is unique that no one has? (Ex: Industry best Matching
Proven technology with more than 30 years of intelligence. All this implemenation knowledge is turned into out-of-the-box rules for global country populations, language and character sets
Here listed are the top 20 common types of errors and variations in names.
To match intelligently, you have to be able reduce false positives to avoid over matching but you also have to be able to find as many potential matches as possible to avoid under matching.
Informatica has a core match engine that has been tuned over 30 years and in use by hundreds of customers in many different industries to handle these sorts of variations
Key Points:
IIR Matching uses a combination of methods and algorithms to compensate for different classes of error and variation in identity data..
Example Text
The Matching algorithms constitute a hybrid approach, since no one approach is enough to compensate for all types of error and variation.
The Linguistic components refer to those parts of Matching that are defined per country or language and relate also to the Phonetic components and some of the Deterministic rules
The Phonetic components refer to the Word Stabilization routines that are provide per country / language
The Empirical components refer to the 20+ years of testing and tuning on real customer data for multiple countries and languages
Deterministic refers to the development of extensive match logic and rules that direct the match process for known classes of variation in a predictable manner. It also includes the ability to combine Match comparisons of different fields together using Boolean logic (e.g. only match these two names if the SSN’s match).
Heuristic refers to the additional Match options and logic that cause the process to try many different approaches to achieve the highest possible score
The Probabilistic contribution to Matching actually comes from the keys and search strategies (which ultimately determine what records are passed to matching). The keys and search strategies, by their inclusion of name frequency into the algorithms, allows common name searches to produce more refined candidate lists than uncommon name searches….thus, for example, the probability of mis-matching a “John Smith” is reduced since the number of variations of John Smith that are allowed through is also reduced.
Transition:
The fuzzy matching capabilities of IIR are not just limited to names and addresses, but span the full spectrum of identification data.
A bit about the history of MDM (analytics à operational; some examples of how customers are using MDM in mission critical applications)
A bit about continuous innovation, architecture, and on-premises and cloud availability
MDM at scale (large volumes of data, MDM in Big Data)
Competitive differentiation
What is next gen MDM
Core strategy
A bit about the history of MDM (analytics à operational; some examples of how customers are using MDM in mission critical applications)
A bit about continuous innovation, architecture, and on-premises and cloud availability
MDM at scale (large volumes of data, MDM in Big Data)
Competitive differentiation
What is next gen MDM
Core strategy
PRASH
–
6 primary use cases / initiatives
Maps to sub-journeys, e.g. data governance and compliance maps to .. , M&A maps to ……
CX: Deliver frictionless, consistent customer experiences, improve customer engagement, and transition to customer centric organization.
PRASH
–
6 primary use cases / initiatives
Maps to sub-journeys, e.g. data governance and compliance maps to .. , M&A maps to ……
CX: Deliver frictionless, consistent customer experiences, improve customer engagement, and transition to customer centric organization.
This is not only a text box. You can also place a table, chart or smart art graphic within a content box. You can only place one or the other.
For each of our MDM solutions, we have the capability to use different levers to control the price. This is effectively done through discounting. For example…. [click through each to build and explain].
So at the end of the day, we can usually craft a solution that meets the client’s budget. It won’t be an unrestricted, unlimited enterprise license (although that’s certainly an option if they have the budget for it!), but it will meet the project deliverables.
But we still are not likely to be the CHEAPEST solution in the market. How do we justify what we charge? OK, here comes the really cool part…
A bit about the history of MDM (analytics à operational; some examples of how customers are using MDM in mission critical applications)
A bit about continuous innovation, architecture, and on-premises and cloud availability
MDM at scale (large volumes of data, MDM in Big Data)
Competitive differentiation
What is next gen MDM
Core strategy