Government Business Enterprise

CASE STUDY

Master Data Management

Investment in master data management unlocks enhanced customer experiences.

Master data management was the golden key to realising enhanced customer experience value for this well-known government business enterprise.  

Client need

This government business enterprise wanted to offer its customers enhanced delivery services, such as the ability to leave a package at the door when someone’s not home. To achieve this, they needed accurate customer contact information - however often their various systems disagreed on key customer information. It was unclear which system to trust.

___Our approach  

To solve this problem, we helped implement a master data management solution. There were numerous activities we undertook to make this a reality including: 

  • Assisting the business enterprise to develop a business case for customer master data management, and define the business requirements needed to support a product selection process. 
  • Designing an enterprise data architecture that included a master data management solution to undertake data matching between systems, and the creation of a single trustable customer “golden” record. 
  • Project management including testing on behalf of the business. 
  • Working with the business to implement an enterprise information management framework and appoint business data owners.

Value delivered

The customer golden record has enabled the provision of enhanced delivery services, including the ability to communicate with the customer around the status of a pending delivery, and the ability to confirm delivery instructions.

  

Potential realised.