On Customer Data Integration
- 1. CDI Architecture APPLICATION DATA STORE Data Warehouse(s) Data Mart Data Mart Data Mart Care Reporting Customer Reporting Financial Reporting Customer Care CRM Campaign Management Contract Negotiations Financial Consolidation Monthly End Close Enterprise Warehouse Data Marts Extraction Transformation Load (ETL) Operational Data Store (ODS) Aggregate DATA INFORMATION EAI Layer Synchronous & Asynchronous Messaging Message Routing Message Monitoring Restart Recovery Message Data Transformation Encryption & Decryption Synchronous & Asynchronous Messaging SYSTEM OF RECORD OBJECTS Teller application Internet Store Call Centre Product Systems Execute Update/Entry Operational Systems Business Process REALTIME SYNCHRONIZATION SCHEDULED BATCH LOAD Customer Master Catalogue Analytical Systems Key Lookups/Catalog Access Register Service Update Service Lookup Service Order System Billing Web/IVR Partner portal Teller application Internet Store Call Centre Product Systems Order System Billing Web/IVR Partner portal Owner Info. Purchase History Marketing Offers Dealer Leads Service Contracts Brand Partners Service Parts (Mopar) CS Contacts VIN Data Opt. IN/OUT EXTERNAL Code One Credit Agencies VIN Decoder Call Center - POLK Route One Demographic Credit Card Insurance - Preference
- 2. Where to start? Business Objectives, To-be Vision and Business Case Development As-is Customer Data Diagnostic/Assessment Implementation As-is customer data residency and model review Customer data ‘pain-point’ identification and analysis Privacy compliance analysis Set data integration priorities Business requirements analysis Design target architecture Develop business case Develop roadmap Communicate vision Technology Selection & Project Planning Select CDI related technologies Detailed architecture design Detailed scope and plan Design data governance processes and organization 1 2 3 4 Design, build and deploy Track and communicate value Monitor, improve and enhance Identify the Pain Develop the Vision Select the Components Deliver Value