Many enterprises are faced with the challenge to implement a robust customer MDM solution. One of my clients had a very similar challenge and in this post I have explained in detail the approach we took to evaluate two different customer MDM options and the recommendation we made at the end of the evaluation.
The client in question had Siebel CRM as the front end Prospect and Customer Account creation system. The client had implemented Oracle R12.1.3 Ebusiness suite for their Order to Cash solution.
Customer MDM Option 1:
- Siebel will be the single point of entry for Customers and Address records
- Siebel will integrate with Trillium and D&B
- Oracle EBS will be the source of truth for Customer Records (GOLDEN RECORD)
- Other Enterprise Systems will subscribe to EBS for Customer Data
Customer MDM Option 2:
- Oracle EBS will integrate with Trillium and D&B
- Oracle EBS will be the source of truth for Customer Records (GOLDEN RECORD)
- Other Systems will subscribe to Oracle EBS for Customer Data
- In future Source systems can be added/removed without a significant change to the process
Comparision between Option 1 and Option 2:
Recommending Option 1 for the client:
- Recommended approach
- EBS is the master and system of record for Party and Customer Accounts
- Siebel would be the system of record to initiate it with data cleansing and validation
- Leverage client's current knowledge base and use of Trillium, D&B, SDR
- Use Trillium Realtime connector for data cleansing and enrichment
- Define D&B call details for enrichment
- Data Stewarts would exist both within Siebel Apps and EBS for addressing data relating to:
- Customer and Party attributes, including relationships
- EBS specific attributes for customer accounts etc (for example ACH, Credit card No, etc)
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