UNISERV CUSTOMER DATA MANAGEMENT BETTER DATA. BETTER BUSINESS.

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1 BETTER DATA. BETTER BUSINESS.

2 WE MAKE DATA BETTER EVERY DAY Cloud computing, social media, mobile telecommunication, big data and the Internet of Things (IoT) all influence the strategy, structure, culture and processes of every company. And this topic affects every branch not least because the customer is clearly becoming the central focus of activities. In today s age of digitalisation, customers want to make their purchases whenever and wherever they wish, and they expect high levels of service and individual information to be available in real time at all locations. However, these demands can only be satisfied when companies approach prospective and existing customers at as many contact points as possible, and aggregate the knowledge gained about their preferences and behaviour to form a comprehensive 360 view. Therefore, customer data management must be improved. Caring for customer data is our daily business - and has been so for more than 40 years. With over 4,000 installations and solutions worldwide, customer data management for us means data quality, data integration and competent service. Smart Customer MDM represents the intelligent connection of these functional fields in a single solution. When this MDM solution, with its focus on customer data, is integrated into our lean solution and process methodology Ground Truth, a first class success concept is created with which you can manage, optimise, and sustainably increase the value of your customer data for your company, throughout its entire life cycle. Increasing the value of your data is our passion and motivation. Make more of your data with Uniserv. Data is the fuel of digitalisation. The knowledge it provides forms the basis necessary for future strategic business decisions. ROLAND PFEIFFER / CEO UNISERV GMBH 2

3 GLOBAL CUSTOMER DATA MANAGEMENT

4 45 YEARS TRADITION Uniserv combines tradition and innovation: With systematic further development of existing tried and tested solutions, Uniserv continues on its course towards a successful future Specialisation in address management solutions employees 2001 With more than 2,900 installations world wide, Uniserv is the market leader for address management 2002 SAP certifies Uniserv s post and Identity Resolution for Business Suite ,100 Uniserv installations world wide 1969 Company founded 1st July Hunderte Großunternehmen realisieren die PLZ-Reform mit Uniserv 2000 Move to new company headquarters

5 2014 Smart Customer MDM: Golden Record 2006 New branch opened in Paris, France years Uniserv. Portfolio expanded to include Profiling and Monitoring 2009 Portal opened for SaaS offers 2010 From Data Quality to Data Management: Data Integration is added 2012 Everything from a single source: One platform for Customer Data Management employees 2014 New branch opened in Amsterdam, Netherlands 2016 Golden Profile Solution and Process Methodology: Ground Truth Technology Company

6 SMART CUSTOMER MDM The best solution for simple, intelligent and efficient customer data management. Company success is closely tied to efficient management of customer master data. The prerequisite: A 360 customer view across all channels. The key: Smart Customer MDM as a holistic and company wide solution. The result: A customer-centric company with loyal customers. Customer centricity requires that customer contacts are globally and locally used and maintained across all channels and all markets. But this raises many questions: How can products and service offers be targeted to individual customers and how can costs for such items as communications and marketing be reduced to a minimum? How can up- and cross selling be optimized and how can cancellations be hindered? How can customers in a web shop or other point of sale be recognised and dealt with fast, reliably and safely? With Smart Customer MDM you have the answer to all of these questions. Our master data management solution for customer master data combines technologies, processes and services to provide a 360 customer view across all company fields and channels. With Smart Customer MDM you can, for example, match customer data in your systems, identify duplicates or create a golden record. Why Smart? Because you have a solution which with short introduction times and lean architecture has all arguments on its side. In concrete terms this means: No changes to existing data models, high scalability and risk minimisation by retaining existing systems and process landscape. With its step-by-step implementation you will see the first operatively usable results and successes within the first 3 months. An increasing ROI is will also soon be apparent. Just as our motto says: Better Data Better Business. To effectively implement MDM projects, the Hosted Solution extracts and consolidates your customer data from a variety of heterogeneous data sources. However, before data is integrated into the central repository, our data quality tools first ensure that all data is cleansed, structured and absolutely up to date. This means that data quality mechanisms take effect immediately during initial data collection and the consistency of customer data is guaranteed across all data sources. Also included is external data, e. g. from purchases or from data suppliers, which can be simply, cleanly and rapidly imported. 6

7 Smart = straightforward intelligent efficient Avoid redundancies in your data storage and clearly establish the identities of your customers throughout all processes and systems thanks to Identity Resolution. This data with its optimal quality can be consolidated to a golden record or single point of truth (SPoT). Individual rules can be set to automatically process and supplement this master dataset. Synchronisation of the golden record with source systems is also possible when required. As soon as the golden record exists it is made available to all customer related (departmental) processes, whilst at the same time assuring compliance with data protection directives and other rules and regulations. Web based Data Stewardship interfaces support you within the framework of Data Governance to define and administer appropriate rules, guidelines, workflows and processes. 7

8 GROUND TRUTH 8

9 SUCCESSFUL CUSTOMER JOURNEY CONSIDER PURCHASE ENJOY RECOMMEND REMAIN LOYAL VIEW GOLDEN PROFILE Classic data warehouse, i.e. customer activity repository 3 GOLDEN RECORD 4 SMART CUSTOMER 4 MDM 1 CRM SERVICE WEB SHOP ERP 1 Customer Master Data 2 Interaction Data 3 Transaction Data 4 Transformation Source ID to Golden Record ID 5 Golden Profile The success concept for digital change New digital models are springing up everywhere, and this means that traditional companies now have to decide what direction to take. Only those that adapt their strategies, structure, culture and processes to the digital needs and requirements of their customers will remain competitive in the future. Today s customers expect maximum flexibility, rapid reactions and individual offers; and of course, everything must be user friendly and priced as low as possible. Customers already lead a digital lifestyle and they seek providers who understand this fact and support them in the reality of their daily life. It is no longer sufficient to just sell products. Instead, companies must accompany their customers along their entire customer journey; from the initial thoughts about purchasing, to the daily use of the product. To make this possible, we offer a process and solution methodology that aggregates all knowledge gained about the customer to a 360 customer view Ground Truth. The path to Ground Truth has five steps. First of all, the different data sources are integrated into the centrepiece of Ground Truth our Smart Customer MDM. This central master data management solution extracts and consolidates your customer master data from a wide range of heterogeneous data sources, prevents duplicates occurring, and clearly determines the identity of each of your customers. The result is the so-called Golden Record, i.e. the only true and accurate dataset for all operative systems to use. But Ground Truth offers even more. As well as pure contact data, it can be enriched with further information, such as about preferences or hobbies, as well as all other interactions and procedures. Thus you make your data even more valuable and give your customers a sharper profile the Golden Profile. The result is well-founded business decisions and customer experience management that fulfils all of your customer s expectations. This means that you have a clear competitive advantage over the competition you could say real digital. 9

10 10 SYMPTOMS OF POOR DATA Poor Customer Data Management is the cause of variously important mistakes and errors made in companies during their working day. Such incidents are not only annoying they can also damage the company reputation and have painful financial consequences. 1 Important information about my customers is missing. In many companies customer data is spread around in different systems and departments. Although knowledge about the customers exists, is not centrally available for all parts of the company that need it. Searching for it loses time and costs nerves. 2 It s difficult to identify cross- & up-selling potential. Once a company can fully exploit all data available (contract data, usage data, personal preferences, etc.) on a single platform, the customer will receive the most suitable offer at just the right time. 10

11 3 I don t know which dataset is most up-to-date. Old, inaccurate databases, duplicated entries and inconsistent customer data collection often leave open questions. Unclean data can lead to incorrect decisions being made and endanger customer relationships. 4 Response to my campaigns is low. Mailing actions without reliable personalisation and targeting lead to stray losses, low response rates and high numbers of returned deliveries. The prerequisite for successful campaigns is consolidated and indisputable data. 5 The service centre can t find customers in our system. A customer calling a company expects the very best service tailored precisely to his (or her) needs. But this top level of customer service is only possible when the service centre agent has immediate access to all information available about the customer, including the business history. 6I don t trust my customer database. Decentralised master data systems, heterogeneous system landscapes and multi-dimensionality of data and processes all lead to uncontrolled proliferation and chaos. If the data basis cannot be relied upon, strategic decisions will stand on shaky feet. 7 My customers receive unsuitable and/or undesired advertising. If the target group isn t accurate, customers may have a product recommended that they have recently bought or that is totally unsuitable; or advertising material might be sent to a recently deceased customer. Such occurrences leave a poor impression and can lead to a loss of (company) image. 8 My customers complain about being addressed incorrectly. You write to Ms Mayer but address Mr Meyer? This initial mistake can already be a knockout factor. In an ever faster moving market, a targeted customer approach and customer loyalty are crucial success factors. When something as basic as the salutation in the address is not correct, trust in the competence of the company altogether will sink. 9 I m not sure if my company has any compliance requirements. Permanent matching of customer, supplier and partner data against national and international black lists is an absolute must for every internationally operating company. Non-compliance means risking severe financial penalties as well as other negative legal consequences. 10 I can t identify the black sheep amongst my customers. To promptly identify and hinder attempts at fraud, all relevant information must be made available immediately throughout the whole company only then can a fast and justified decision be made whether to continue the business relationship or not. 11

12 EXAMPLE: CLEAN DATA WORLD WIDE Mergers and Acquisitions in Spain A competitor s subsidiary in Spain is taken over and its IT system must migrate to the parent company. In particular, purchased customer master data must be matched with data already existing in the parent system (Identity Match) and enriched with additional company-relevant information where necessary before being transferred. Main Branch USA The San Francisco SCMDM consolidates data from North America. It also synchronises business targets and sales figures with the sales branches (incl. the central warehouse) and matches them with the company headquarters. Main Branch Brazil The Sao Paulo SCMDM conso from South America. It also sy business targets and sales fig the sales branches (incl. the c warehouse) and matches the company headquarters. SMART CUSTOMER MDM (SCMDM) Smart Customer MDM is a first class solution from Uniserv for consolidating customer master data of global players. Customer master data is cleansed, enriched and matched in high quality and then synchronised (i. e. matched) with the respective CRM system of the local sales branch. 12

13 Company Headquarters Paris All data and information from around the world is consolidated and evaluated in the European headquarters, and a consolidated group balance sheet created. Sales Branch Japan Data exchange with the main branch in India: Business targets are sent to the sales branch and return reports with sales figures sent to the main branch. Main Branch India The SCMDM Bombay consolidates data from the Asian region. Feature: The CDH also synchronises data from production plants in China. Production Plant China Informs the Asian sales offices about the sales quantities available and matches data with the main branch. olidates data ynchronises gures with central em with the Production Plant South Africa The supplier receives an order and regularly reports the quantities produced to the sales office. Data Flow Data Quality Cycle Integration 13 Migration Synchronisation

14 HIGH QUALITY CUSTOMER DATA Our target is to maintain the quality of your customer data throughout its entire useful life at the highest possible level: from analysing data stocks and initial cleansing to implementation of a data quality firewall in applications and hindering running data pollution and on to permanent monitoring of the quality level reached. For this purpose we not only offer data management from a single source, but also from just one platform. Data Analyser, Data Cleansing, Data Protection and Data Governance ensure that your data is ready for use. Together they provide you with everything you need for dealing with your data management projects. LIGHT IN THE DARK DATA ANALYZER Transforms vague assumptions into exact knowledge about the current condition of your data User-friendly, intuitive user interface Highly efficient analyses of even the largest quantities of data Faster and more efficient than conventional, manual analysis techniques QUALITY INSTEAD OF CHAOS DATA CLEANSING ONE tool for all processing steps Extraction of data from different source systems Identification and consolidation of duplicates Connectors for all common data banks, flat files and specific applications Reduces time and effort for the analysis phase of data quality, data integration and data migration projects by up to 90 % Creates the basic requirements for optimized procedures and processes in your company for trustworthy company data in every respect 14

15 AVAILABLE VERSIONS ON PREMISES Do you constantly have to analyse, monitor and cleanse large volumes of data? If so, data quality as an installed software solution might be the better choice for you. O N D E M A N D Are your data volumes mostly small, or are your tasks mostly ad hoc? Do you prefer not to have software installed yet? If so, you should cleanse your data in the cloud. HYBRID MODEL Exploit the advantages of both worlds: With Uniserv s hybrid model you can combine your existing on-premises solution with individual on demand services. SUSTAINABLE DATA QUALITY DATA PROTECTION Fast, uncomplicated creation and provision of interactive DQ processes in one tool Performing all relevant DQ examinations on new entries or following changes to existing datasets Tailor-made Data Quality Firewall Problem-free integration and simple maintenance EVERYTHING IN VIEW DATA GOVERNANCE Continual, automatic monitoring of the data quality during running operation Rule based observation and reporting Early warning system with an alarm function Uncomplicated operation even without any programming knowledge Increases productivity by 10 x 20 x when creating complex, interactive processes Helps you to identify critical points before they develop into a real data quality problem 15

16 PROJECT SCENARIOS MASTER DATA MANAGEMENT Use Smart Customer MDM for synchronising complete, consistent and correct data in your operative systems. Create a 360 view of your customer data with Uniserv. No matter whether it is caring for existing customers or winning new customers you are always know what is currently happening and have a good understanding of the right customer master data. PROJECT TARGETS Customer Data Management e. g. a Golden Record 360 Customer View Customer Experience Direct & Database Marketing Micro & Geomarketing Simple system synchronisation DATA QUALITY Increased productivity, efficiency and flexibility instead of data chaos profit too from the positive effects of correct and more reliable data. Once reached (data cleansing) and regularly monitored data quality (DQ Firewall/Monitoring) accelerates almost all of your business processes and provides you with a competitive advantage that should not be underestimated. PROJECT TARGETS Duplicate cleansing Address validation Data enrichment Compliance & Governance Fraud detection and prevention Combating money laundering etc. 16

17 No matter whether it s a question of ensuring excellent data quality for operative or analytical applications, or successful system migration and consolidation, or creation of a Master Data Management system, or use of Uniserv solutions in different deployment forms; you will profit from our holistic MDM solution in all of your project scenarios. DATA MIGRATION Transfer your migration data fast and smoothly into new systems of your IT infrastructure. Particularly in the case of mergers and acquisitions and the accompanying migration of CRM and ERP systems; unified and consolidated master data must be made available for the widest range of business processes as soon as possible. DATA WAREHOUSING Link data from several source systems securely, fast and in any format required company-wide! Uniserv Smart Customer MDM not only integrates the data, but at the same time ensures the highest data quality. You can only make proper decisions when they are based on a foundation of high quality data. PROJECT TARGETS PROJECT TARGETS Company takeovers Company splits Old data transfer ERP migration Creating a CRM system Providing historical records Business Intelligence Performance Management e. g. Sales / Turnover planning Credit rating check Collection management etc. 17

18 BRANCH BENEFITS Successful national and international companies from all branches trust the proven methods, powerful tools and experienced experts from Uniserv. With Smart Customer MDM you can precisely implement your specific demands and have the data your branch requires readily available. INSURANCE An all-inclusive customer view across all insurance sectors provides representative customer data showing what individual insurances already exist Efficient policy administration and optimal consultation and customer service More effective data exchange between external business partners and internal applications in line with branch standards (ACORD) Successful implementation of Solvency II rules thanks to higher data quality PUBLISHING Unambiguous and above all prompt identification of customers across all communication and sales channels Identify cross- and up selling potential among regular subscribers Fast reactions to current customer interests Convert occasional buyers into loyal customers and acquire new customers with precisely targeted marketing strategies 18

19 MANUFACTURING INDUSTRY A permanent up-to-the-minute overview of all customer data available, thus ensuring that customers are delivered with precisely the right product at precisely the right time Cost savings for purchasers and acquisitors by being able to successfully argue for quantity rebates from suppliers Combining information from sources such as Dun & Bradstreet and Bureau van Dijk without complex and long-winded integration projects Compliance with guidelines and regulations covering foodstuffs, medicine safety and transport regulations TRADING A 360 customer data view enables individual sales and contact strategies for raising Customer Lifetime Quality and to positively emphasise the brand experience Increased effectiveness of multi-, omni- and cross channel sales Authentically address customers by using social media channels and mobile commerce for making offers Conform to consumer preferences by ensuring that customers who do wish to receive information from you are clearly shown in all systems HEALTH SERVICE Compliance with the guidelines of the European Union, such as 2011/62/EU covering counterfeit medical products and a complete overview of your suppliers An exact view of just who processed which data sets Golden records as reliable sources of information available at all times for deeper data analyses Improvement in patient care because important additional data can be included AUTOMOBILE INDUSTRY Individual and personalised customer service based upon each customer s respective preferences and needs A 360 customer view: Consolidation of information from often fragmented (dealer) management systems Consolidation of information from diverse sources, e. g. to form conclusions about a leasing company, drivers of company vehicles, or individual drivers Transparent business partner and supplier data BANKS & FINANCIAL SERVICES Compliance with legal requirements and implementation of international accounting regulations (such as IFRS and capital requirements acc. to Basel III) with authoritative, trustworthy data Effective fraud prevention and smooth matching against embargo lists thanks to Identity Resolution Implementation of company-wide Data Governance Successful implementation of personalised campaigns for gaining new customers ENERGY & SUPPLY Unambiguous and reliable master data, e. g. for communication, evaluation or development of new tariffs, or energy and mobility concepts Exact knowledge about the customer enables high service levels High data quality also for processes involving large volumes of data, such as complex invoicing/billing or provider changes Fast and flexible reactions to market changes 19

20 UNISERV GmbH Headquarters: Rastatter Str Pforzheim Germany Pforzheim Amsterdam Paris Milan Boston T: E: W: