REVIEWER: Dave Frieder, vice president of IT for XO Communications.
BACKGROUND: XO Communications is a successful full-service provider of telecommunications solutions designed exclusively for businesses, large enterprises and telecommunications companies. With an award-winning IP network that reaches more than 70 major U.S. markets, XO delivers a host of business communications services.
PLATFORMS: Oracle 9iR2 on Solaris and WebLogic 8.1 on Windows.
PROBLEM SOLVED: Over the years, XO's business operations systems evolved in three siloed systems, which hampered our efforts to provide great customer service. In order to remedy this, we launched a project to automate the flow of transactions between business systems using a commercial EAI package and developed our own matching program to compare data elements between systems. We needed a more sophisticated solution. XO chose Purisma Customer Registry to link customer account name and service location identifiers across the systems to improve customer transaction flow-through and accelerate service activation.
PRODUCT FUNCTIONALITY: Purisma Customer Registry uses fuzzy logic algorithms to correlate customer records from our CRM, order entry and billing systems. Purisma creates and manages a unified identification of the customer. This unified identification is really a cross-index that associates multisystem customer identities with corporate hierarchies in order to organize customer identities into appropriate corporate structures. In our initial deployment, we used these very accurate customer identities to enable the automated flow of customer data from one system to the next, speeding our service activation process and significantly reducing the manpower needed to perform that critical task.
STRENGTHS: A key strength of Purisma Customer Registry is its ability to identify one-to-one, one-to-many and many-to-one relationships between customer records in our three systems. Purisma implementation engineers first brought our business managers up to refine matching algorithms for account names and service locations. We then replicated that logic in the business rules of the software. Data correlation between systems has improved by more than 45 percent and customer transaction flow-through has increased up to 38 percent. Because so much of the data flow-through between systems is automated, the data steward requirements are down. Business users now need to research and manually handle fewer records; order fulfillment costs, errors and time to service are also down.
WEAKNESSES: Purisma Customer Registry is not optimized for product information management, for which we ultimately see a need. Our priority focus has been on customer service and, therefore, getting the best and most accurate customer identities, but we foresee that product information management will be something to investigate in the future.
SELECTION CRITERIA: What really sold us on the Purisma Customer Registry was the proof-of-concept (POC) project they completed using our own data. Purisma showed us impressive results within days. Purisma won based on the demonstrated speed of deployment in the POC and the high level of data reliability resulting from the engagement.
DELIVERABLES: To date, we have used Purisma Customer Registry to correlate customer records from our CRM, order entry and billing systems. The correlated results appear as cross-referenced tables identifying common customers within and across systems, identifying duplicate customers within each system and identifying linkages of records across each pair of systems. This enables us to speed up much of our customer service activation process by automating the flow of customer service information from system to system. We can also perform "whole customer" lookups with a single action. In addition, Purisma's Data Steward application provides a mechanism for manual review and fine-tuning of the engine's output.
VENDOR SUPPORT: Support from Purisma for Customer Registry has been excellent. They helped us create an analysis and reporting framework using Crystal Reports so we could understand the correlation results (the one-to-one, one-to-many cross references) and make them actionable.
DOCUMENTATION: Purisma provided extensive online help as well as user manuals in PDF and hard copy. The documentation was complete and very easy to understand.
Purisma Customer Registry
1600 Seaport Boulevard
Redwood City, CA 94063
Register or login for access to this item and much more
All Information Management content is archived after seven days.
Community members receive:
- All recent and archived articles
- Conference offers and updates
- A full menu of enewsletter options
- Web seminars, white papers, ebooks
Already have an account? Log In
Don't have an account? Register for Free Unlimited Access