The goal was to enable an available, reliable, and attentive customer experience using a centralized enterprise data hub and a customer rules engine.
The Challenge. The challenge for this financial services company was to create a better customer experience and use targeted messaging across channels. What was missing was a complete and consistent enterprise view of the customer. This could only be accomplished with improved enterprise data quality and governance.
The Solution. The client’s challenge was addressed with a Customer Service Rule Engine and Master Data Management project. This project was focused on designing and build customer centric business and technology capabilities. The goal was to enable an available, reliable, and attentive customer experience using a centralized enterprise data hub and a customer rules engine. This solution delivered benefits including:
- A foundation to support consistent and seamless customer experience across various distribution channels and products
- A simplified and consistent view of each party and all their relationships with the client organization
- A framework for data asset management with well-defined Data Governance and Stewardship policies and processes, complete with metrics to facilitate self-correction