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

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

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%