Connect Learn Share Trillium Software Data Quality for

Connect Learn Share Trillium Software Data Quality for Dynamics CRM

Trillium Software Trillium is a global provider and innovator of data quality solutions • Part of Harte-Hanks (HHS-NYSE) with $1+B revenue and 6000 employees worldwide • Over 2 decades in business with specific focus on data quality • Enterprise software platform and domain expertise support 2, 000+ implementations worldwide • Our objective - “Support organizations who strive for quality data to support on-going improvements in business performance” Best in class, proven technology leader… . . with deep data quality expertise • CRM, CDI & MDM 2013 Magic Quadrant: “Leader” 10+ years as “Leader” • Single Customer view • Vertical applications • Business Intelligence Forrester Wave: “Leader” “Very threatening to competition” “Best in Class” @CRMU

Why Data Quality in CRM? Data degrades due to normal, everyday CRM business processes List imports Mergers and external Acquisitions data Application • Multiple CRM integration systems integration data Standards • Receive from other User Entry • Departments and channels have different needs and standards • Introduces bad or duplicate data, misaligned values, etc. systems (e. g. , customer support) • In real time by a diverse set of users @CRMU

Sources of Data Quality Problems Source: TDWI: Taking Data Quality to the Enterprise through Data Governance, Philip Russom, 2012 @CRMU

Functional Example: Cleansed Lead Inbound Lead Jim R Peterson Bainbridge Financial 750 6 th Avenue, Suite 250 Manhattan, NY jrpeterson@bainbridge. com Contact First M Last Jim (James) R Peterson Account Bainbridge Financial Address 750 Avenue of the America’s Secondary Address Suite 250 City, State Zip+4 New York, NY 10015 -0012 E-mail Address jrpeterson@bainbridge. com Lead to Leads Match Existing Lead Jim Peterson jrpeterson@bainbridge. com Lead to Contacts Match Existing Contact James Peterson Bainbridge Financial 750 Avenue of the America’s Manhattan, NY @CRMU

Trillium for Dynamics CRM Who Leads Accounts What Global rules for cleansing customer data Address correction and validation When How Online At point of entry Real time “in-page” On-premise In place database processing Bulk processing for high volumes During imports Contacts Custom Entities Where Duplicate detection and merging @CRMU

Trillium Software Matching & Linking Solution Trillium Cleansing & Intelligent Matching Logic Applied Cleanse and Prepare the New Record New Input Record Bob Nicoli Alpha Imports, Inc. 501 6 th Avenue Manhattan, NY 10071 Phone: 212 -345 -5021 email: jnicoli@yahoo. com Title: First Name: Middle Name(s): Last Name: Gender: Business Name: House Number: Street Name: City: State: Zip Code: Phone: Email: 1. Key word identification 2. Context sensitive analysis 3. Pattern recognition 4. Proper fielding 5. Data standardization Mr. Bob (Robert) James St. John M Alpha Imports, Inc. 501 6 th Ave (Avenue of the America’s) New York NY 10071 -1021 212 -345 -5101 jnicoli@yahoo. com 6. Address validation 7. Address correction 8. Append & enrich 9. Proper casing 10. Prepare for matching @CRMU

Customer Data Cleansing and Matching Across User Communities Sales Contact Service Contact Marketing Lead Bob Nicoli Robert Nicoli Rob Nicole Alpha Imports, Inc. Alpha Importers Co. AIC 501 6 th Avenue, Suite 700 501 Avenue of the Americas 501 6 th Ave. New York, NY 10071 Manhattan, NY 10071 New York, NY Direct: 212 -345 -5000, ext. 101 Direct: 212 -345 -5101 Main: 212 -345 -5000 Mobile: 917 -625 -4546 jnicoli@alphaimports. com jbn 55@yahoo. com jnicoli@alphaimports. com Service Id# 87005 Golden Record Robert (Bob & Rob ) Nicoli Direct: 212 -345 -5000, ext. 2101 Alpha Importers, Inc. Mobile: 917 -625 -4546 501 Avenue of the Americas Service Id# 87005 Suite 700 jnicoli@alphaimports. com Manhattan, NY 10071 jnicoli@yahoo. com @CRMU

Standard De-Duplication Compared with Trillium Software Matching & Linking Solution Are These Duplicate Records? New Input Record Existing CRM Record Bob Nicoli Alpha Imports, Inc. 501 6 th Avenue Manhattan, NY 10071 New York, NY 10071 Phone: 212 -345 -5021 New Input Record Existing CRM Record Bob Nicoli Robert Nicoli Alpha Imports, Inc. 501 6 th Avenue Manhattan, NY 10071 Phone: 212 -345 -5021 A. Standard Dynamics CRM Dedupe Logic B. Trillium Cleansing & Intelligent Matching Logic Applied A. Standard Dynamics CRM Dedupe Logic Alpha Importers Corporation 501 Avenue of the Americas New York, NY 10071 Phone: 212 -345 -5012 B. Trillium Cleansing & Intelligent Matching Logic Applied @CRMU

Country Specific Examples 200+ Countries Robust Single-byte Robust Double-byte Standard Multi-byte Basic Single-byte 43 Countries 4 Countries 3 Countries 182 Countries Input Ms Susan Peterson 61 railroad suite 61 hamilton, mass Output Ms. Susan Peterson Ste 61 61 Railroad Ave South Hamilton, MA 01982 -2218 Input Dimitris Pavlopoulos Stadiou 40 10564 Athens Budi Agung Panjang 28 Kedoya Jakarta Barat 11560 Output 330 -9586 埼玉県 さいたま市 浦和区 常盤 1－9－20 スカイコート 405号 田中　太郎 JAPAN Mr. Dimitris Pavlopoulos Stadiou Street 40 105 64 ATHENS GREECE Mr. Budi Agung JL. PANJANG NO. 28 KEDOYA JAKARTA BARAT 11560 INDONESIA 埼玉 さいたま 浦和区 常盤 1－9－20 スカイコート 405 田中　太郎 @CRMU

Data Quality Management When, Where & Why Before Conversion During Conversion Post Conversion CRM CUSTOMER DATABASES - - Data Discovery Data Assessment Data Defined for Purposes Sales Marketing Service Business Rule Definition Source Mapping Defined Impact Analysis - Data Migration Data Mapping Cleanse Sources Apply Standardization Rules Data Enrichment Match, Link & Deduplication Test, Measure & Confirm Establish Data Foundation - - Leverage Integrated DQ Integrated Real-time & Batch Cleansing Enrichment Matching/Deduplication Monitor & Measure Metrics Implement Stewardship function Establish Governance Make CRM valuable to users by delivering information fit for purpose!! @CRMU

Data Quality Supports Data Integration Migrations & Data Import • • • Microsoft SSIS Scribe Insight Scribe Online SSIS ™ @CRMU

Data Quality Value to CRM § Data Quality Impacts: – Operational and analytical decision making – Tangible insights into customers from accurate information – Customer service and retention – Customer expansion and growth – Overall trust in the system leads to strategic usage…. or not – Accurate information leads to confidence in the CRM system and ultimately user adoption!! Information Quality @CRMU

User Adoption is Key Top Five Common Causes of Poor User Adoption 1. Poor data accuracy and lack of a management plan 2. The application is not set up to work the way an organization does 3. Insufficient training 4. Missing executive sponsor 5. Several things can lead to confusion and frustration when learning new software Top Five Excuses 1. I don’t trust the data. 2. I don’t know how to use the software. 3. It takes too much time. 4. It doesn’t follow our business process or work the way we work. 5. Management doesn’t use it, why should I? CRMUG Whitepaper Driving User Adoption, August 2012 http: //www. crmug. com/member-resources/crm-online/drivinguseradoption. pdf @CRMU

Trillium Software Partner Program • Structured partner program • Services & Software opportunities • Referral, Resell & OEM models • Education, training and go-to-market programs • Joint marketing investments • Enables growth and scale @CRMU

Trillium software enterprise data quality @CRMU

Trillium Software Solution for Dynamics CRM What’s in the Box? • • • Global business rules for cleansing customer data and Global address validation Advanced Matching Algorithms to identify duplicates For use with: accounts, leads, contacts, customer address and custom entities Real-time, “In-Page” cleansing & matching Bulk processing facilities for larger volumes – – • Cleanse and Match on Data Load (via Dynamics Import or 3 rd Party ETL) Cleanse and Match within database Cross Entity Matching Lead to Contact and Lead to Account Auto Merging of “high” confidence matches Ready for CRM 2013 – Trillium Duplicate Detection Popup providing advanced Merging Capability • • Data Quality Reporting and Metrics Security Role to control who access to Trillium Merging @CRMU

Solution Architecture @CRMU

Batch Process Flow Use Case - Cleansing and matching Existing Data inside of crm Batch Application Microsoft Dynamics CRM Plug-In Duplicate Detection Job Run Automatically Query CRM for Records Trigger Update Save Record With Match ID Save New Record Merge/ Duplicate Reconciliation Trillium Software Identify Country Standardize w/ local rules Save Results Candidate Selection No Duplicates Were Found Yes Duplicates Were Found Data Cleansing & Matching Manual Dupe Reconciliation or Auto Merge Optional Enrichment Address Verification Trillium Advanced Matching Enrichment Lat/Long Enrichment Window Key Creation @CRMU

Transactional Process Flow Use Case – New Record or Update Existing Record in crm Manual Duplicate Reconciliation or Auto Merge Optional Microsoft Dynamics CRM Plug-In Save or Update Trillium Merge Popup Merge/ Duplicate Reconciliation Save Results Save New Record Candidate Selection No Duplicates Were Found Yes Duplicates Were Found Trillium Software Data Cleansing & Matching Identify Country Standardize w/ local rules Enrichment Address Verification Trillium Advanced Matching Enrichment Lat/Long Enrichment Window Key Creation @CRMU

Data load Process Flow Use Case - Loading Data into crm Data Load Input File Manual Duplicate Reconciliation or Auto Merge Optional Microsoft Dynamics CRM Plug-In Save Record With Match ID Save or Update Merge/ Duplicate Reconciliation Save Results Save New Record Candidate Selection No Duplicates Were Found Yes Duplicates Were Found Trillium Software Data Cleansing & Matching Identify Country Standardize w/ local rules Enrichment Address Verification Trillium Advanced Matching Enrichment Lat/Long Enrichment Window Key Creation @CRMU

Thank You!! Steve Shissler, Director of Alliances Sales Engineering +1 813 -764 -8905 , office, Steven_Shissler@trilliumsoftware. com Dave Pietropaolo, VP Global Alliances +1 978 -671 -6008 , office, davep@trilliumsoftware. com @CRMU