MDM FOR CUSTOMER-DRIVEN ENTERPRISE NETWORKING SOLUTION COMPANY

  • #1 ranked in service and support
  • $598M+ in revenue
  • 30,000 global customers
  • 3,000+ employees worldwide
  • 6,000+ local technology partners
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Business Need

Needed a single view of a customer that crosses multiple global channels/departments

Needed to be able to support a global workforce

Challenge

Growth by acquisition which created siloed IT and Business departments

Global operation with global stakeholders

Significant duplication of customer information across multiple systems

Disparate business processes for customer creation and maintenance across the globe

Poor data quality with no data standards even with the same source system

No documentation before Paradigm went in

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Solution & Results

Established an enterprise cloud-based data management system, optimizing operating costs by 13%

Implemented a Master Data Management (MDM) solution, including key customer characteristics and demographics, driving cross- and up-sell by 27%

Enabled new processes for customer creation and maintenance, improving quality by 2X

Established data governance principles and performance measures, expecting risk reduction of 30%