REVIEWER: Brian Evans, senior IT business systems analyst for Mentor Graphics.
BACKGROUND: Mentor Graphics Corporation is a world leader in electronic hardware and software design solutions, providing products, consulting services and award-winning support for the worlds most successful electronics and semiconductor companies. Established in 1981, the company reported revenues over the last 12 months of more than $875 million and employs approximately 4,350 people worldwide.
PLATFORMS: Application server: Dell Precision 650. Operating System: Microsoft Windows Server 2003, Standard Edition SP1.
PROBLEM SOLVED: In 2003, Mentor Graphics launched an enterprise data quality initiative to improve the understanding of our customer base, achieve more targeted marketing campaigns and provide improved customer service. We selected Pitney Bowes Group 1 Softwares Customer Data Quality Platform (CDQP) to help achieve that vision. As a B2B company, Mentor Graphics stores customer data within two main databases - customer service and marketing. From a marketing standpoint, we also separate contacts into multiple categories by product lines. We realized that all of this valuable customer data resided in separate silos, and we needed to find a way to cleanse the data and consolidate the information, which would allow us to better service our customers. Prior to implementing CDQP, it was a challenge to identify matching contacts within the disparate databases due to the fact that our custom marketing application and Siebel Call Center application both had their own match/merge logic. For this reason, defining a common set of match rules was extremely difficult.
PRODUCT FUNCTIONALITY: Using CDQP, we are able to create a 360-degree view of our customers by consolidating existing information from our customer service and marketing databases. This helps us determine how to best market or cross-sell a product based on what other Mentor Graphics products the customer owns or is interested in purchasing. Additionally, CDQP allows us to examine customer service tickets from the call center to identify products that have had service issues. The success of our data quality initiative and overall improvement of our customer contact data quality can be directly tied to the CDQP implementation. We have gained greater insight into how we can provide better service across the enterprise, increase the efficiency of customer service and facilitate more targeted marketing campaigns.
STRENGTHS: We selected Pitney Bowes Group 1 Software because its product strength lies within a deep understanding of customer data. Group 1 CDQP provides a high degree of flexibility and control in determining how to link or merge duplicate records that may exist in disparate databases. A common set of match rules was easily implemented using Group 1s CDQP Enterprise Designer. This approach allowed us to implement the match rules exactly as the business identified them and created a cross-reference table to link our marketing and call center contacts.
WEAKNESSES: It would be ideal if we could leverage CDQP for other uses in addition to customer data quality, but given its intended purpose, we are happy with the solution.
SELECTION CRITERIA: We were already using Pitney Bowes Group 1 Softwares Data Flow product for extract, transform and load (ETL) initiatives with great success, and we felt that the functionality offered by CDQP met our needs for improving the quality of customer data.
DELIVERABLES: Pitney Bowes Group 1 Software allowed us to create a cross-reference in our data warehouse of matching marketing and customer service customers. This cross-reference has allowed the marketing department to focus its campaigns, reduce redundant customer communications and reduce duplicates in the marketing database. In addition, the marketing database is richer because it contains new customer service contacts that had not been identified in the marketing database previously.
VENDOR SUPPORT: We have received excellent support from Pitney Bowes Group 1 Software during our implementation.
DOCUMENTATION: The documentation was complete regarding installation and administration of the software. There are many configurations of cleansing, matching and merging rules, so in some cases, hands-on training was the only way to gain complete understanding of the functionality of CDQP.
Customer Data Quality Platform 5.0
Pitney Bowes Group 1 Software
4200 Parliament Place
Lanham, MD 20706
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