In an increasingly complex business environment, effective customer data management is essential for any company. An international operator recently collaborated with Sofrecom to improve the quality and reliability of its customer data. This four-month project aimed to establish a single customer repository and provide a 360° view of customers, suppliers, and resellers. This article details the methodology adopted and the benefits brought by this support.
Project context
The international operator faced data inconsistencies across its various applications and lacked a unique identification key for its customers. These quality and reliability issues made decision-making and comprehensive customer information analysis difficult. It was in this context that Sofrecom was approached to propose a single customer repository solution.
Project objectives
The main objectives of this project were as follows:
- Align definitions of customers, suppliers, resellers, and peers.
- Implement a valid customer model for all entities of the international operator.
- Create a working basis for a single customer repository.
- Provide a 360° view of customers, suppliers, and resellers.
Our methodology
To achieve these objectives, Sofrecom adopted a structured methodology in several stages:
- Interviews and needs collection
The first step involved conducting 45 interviews with various departments of the international operator. These interviews helped identify business needs in terms of customer data and provided a comprehensive view of the customer's lifecycle. Discussions also focused on the customer model and the repository to be implemented.
- Workshops and definition alignment
Workshops and executive committee (CODIR) meetings were organized to align definitions of the various roles (customers, suppliers, resellers, peers). These collaborative sessions clarified expectations and defined a common framework for customer modeling.
- Customer modeling according to the SID framework
Customer repository modeling was carried out following the TM Forum's SID Framework. This standardized approach created a coherent and adaptable customer model for all entities of the international operator. The modeling included defining customer and supplier roles, as well as structuring the necessary data.
- Meetings with providers for the single customer repository
Meetings with specialized providers were organized to discuss the implementation of the Single Customer Repository (SCR). These discussions defined the technical and functional requirements of the SCR, as well as the steps for its implementation.
- Data and attributes definition
A detailed list of data and attributes required for each object in the customer repository (Party, role, contact, address) was established. This step structured the information clearly and precisely, facilitating its integration into the single customer repository.
- Implementation of the single customer repository
The implementation of the single customer repository was carried out in several phases, including the migration of existing data, configuration of data quality rules, and user training. This progressive approach minimized risks and ensured successful adoption by the teams.
Benefits obtained by the client
At the end of the project, several benefits were realized and observed by the client and the various entities involved. These include:
- Improved Data quality and reliability
With the implementation of the single customer repository, the quality and reliability of customer data significantly improved. Inconsistencies between different applications were resolved, and a unique identification key was introduced for each customer.
- 360° view of customers, suppliers, and resellers
The single customer repository now offers a 360° view of customers, suppliers, and resellers. This comprehensive view helps better understand interactions and relationships with each stakeholder, facilitating decision-making and strategic analysis.
- Global and personalized analysis
The data structuring and attribute definition enabled global analyses based on different criteria. Teams can now segment customers and suppliers more precisely and adapt their strategies accordingly.
- Alignment of definitions and processes
The workshops and executive committee meetings aligned definitions and processes across the various entities of the international operator. This alignment fostered better collaboration and a common understanding of customer data management issues.
- Risk and cost reduction
The progressive implementation of the single customer repository reduced risks associated with data migration and the adoption of new practices. Additionally, improved data quality helped reduce costs related to errors and inconsistencies.
- User training and adoption
User training and change management were key elements of the project. Teams were trained on new practices and tools, ensuring successful adoption and optimal use of the single customer repository.
Conclusion
The project led by Sofrecom optimized customer data management through the implementation of a single customer repository and a 360° view of customers, suppliers, and resellers. This rigorous and structured approach brought tangible benefits in terms of data quality, reliability, and transparency, ensuring better customer relationship management and more informed decision-making.
