REVIEWER: Kanon Cozad, senior vice president and director of Application Development for UMB Financial Corporation.

BACKGROUND: UMB Financial Corporation is a financial holding company that offers complete banking and related financial services to both individual and business customers. Its banking subsidiaries own and operate more than 150 banking centers. Subsidiaries of the holding company and the lead bank, UMB Bank, n.a., include an investment services group, a trust management company and single-purpose companies that deal with brokerage services, consulting services and insurance.

PLATFORMS: UMB has multiple source systems and about 1.5 million customer records running in a heterogeneous environment.

PROBLEM SOLVED: UMB’s goal is to provide the unparalleled customer experience. To accomplish mission statement goals effectively, UMB needed to consolidate data from 10 disparate source systems in multiple lines of business and establish a single customer view. UMB has implemented an enterprise customer relationship management (CRM) solution with a strategic focus on data quality best practices.

PRODUCT FUNCTIONALITY: The Trillium Software System was selected to cleanse, match and consolidate customer data from all the UMB source systems into a single best record for each customer. Today, the Trillium Software System operates in real time to reinforce the single view and performs complete cleansing and accurate reconciliation of data. The consolidated customer view reflects the balanced needs of the trust and commercial groups by providing specific customer information at both the company and the contact level. UMB also selected Oracle Siebel Universal Customer Master and the Software Data Quality Connector for Oracle-Siebel UCM. Trillium Software System is used to create and maintain the single view while complemented by Oracle-Siebel UCM as the customer data integration platform responsible for accessing and sharing this view across applications. The success of this initiative is directly linked to Trillium Software and Oracle UCM.

STRENGTHS: The seamless interoperability and strong partnership between Trillium Software and Oracle-Siebel products significantly simplified our technical architecture and shortened our implementation plans. We were an existing Trillium Software customer and were able to leverage our existing software and data quality standards into our new solution. Not only did this reduce our project team efforts, but we were able to enforce the same set of standards across our enterprise. We chose Trillium Software as our data quality provider because of its extensive out-of-the-box functionality, flexibility in customizing data quality rules to meet our own specific needs and more options for interoperability.

WEAKNESSES: For anything other than out-of-the-box implementations, training is not optional. However, Trillium Software does provide professional services and multiple education services options to help customers quickly learn the technology and deploy complex implementations.

SELECTION CRITERIA: We selected a number of different technology vendors, primary Siebel for the UCM project and a sales force automation product for the first phase. Once the six-month selection process was completed, we chose an implementation partner and additional discrete technology products. The choice was simple - we were an existing Trillium Software customer, and the software fit neatly into our newly designed architecture thanks to the connectors Trillium Software offers for systems like Siebel and Oracle. We plugged them in, and Trillium products are currently occupying an increasingly more strategic and vital role.

DELIVERABLES: Although it’s challenging to quantify ROI in raw numbers, clearly improved data quality and data accessibility in the CRM system were instrumental in achieving UMB’s mission. Data consolidation freed resources to focus on tasks of higher value, and accurate, accessible data provided a window of customer insight and a consistent, 360-degree customer view.

VENDOR SUPPORT: Trillium Software views its customers like partnerships - we are both in it together. The Trillium Software customer support people have been great to work with and have always answered any questions that we have had in a timely and professional manner.

DOCUMENTATION: The documentation is weak in some areas because not all features are completely documented. We could run the product if we had to rely on the documentation only if we had time to read it all.

Trillium Software System
Harte-Hanks Trillium Software
25 Linnell Circle
Billerica, MA 01821
(978) 436-8900

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