Trillium Software Data Quality for Microsoft Dynamics CRM - MVP Event

Be Certain. Be Trillium Certain.

© Copyright 2011, Trillium Software, Inc. All rights reserved.

Trillium Software

Data Quality for Microsoft

Dynamics CRM

The Value of using Data Quality tools:

Maximize your Microsoft Dynamics

CRM Environment

Agenda – Microsoft CRM MVP Session

Introductions

Steve Shissler, Director, Alliances Sales Engineering

[email protected]

Dave Pietropaolo, V.P. Global Alliances

[email protected]

Trillium Software Overview

Data Quality Plug-in Solution Overview

Demonstration

© Copyright 2011, Trillium Software, Inc. All rights reserved. 2

..with deep data quality expertise

• CRM, CDI & MDM

• Single Customer view

• Vertical applications

• Business Intelligence

About Trillium Software

Best in class, proven technology leader…

• Gartner

• 2012 Magic Quadrant: Leader

• Rated as leader for over 10 years

• Forrester

• Forrester Wave – Leader

• Current Analysis: Very threatening to competition

• Bloor Research (UK):

• Best in Class

Trillium is a global provider and innovator of data quality solutions

• A business unit of Harte-Hanks (HHS-NYSE) with $1+B revenue & 6000 employees worldwide

• Over 2 decades in business with specific focus on data quality solutions market

• Solution platform (technology + domain expertise) addresses business critical data quality

requirements

• Our objective - “To enable our clients to develop data refinement programs that support

on-going improvements in business performance”

© Copyright 2011, Trillium Software, Inc. All rights reserved.

• Recognized leader - Gartner Magic Quadrant & Forrester Wave

• Oracle compete

Courted by Microsoft

• Best in class solution for enterprise data quality

• CRM Orion TAP Beta Participant

Used by Microsoft internally

• “We are pleased to be working with Trillium Software to deliver strong value to current customers while enabling expansion into new growth markets.” - Mark Albrecht, Microsoft Dynamics Director, ISV Strategy

Managed in “Top 200 ISVs”

• Accurate data increase adoption rate of CRM & other Microsoft technologies

• Proven Enterprise Data Quality Technology

Complimentary

Technology

• 30+ Years experience in data management

• Over 2,000 implementation around the globe Expertise

Microsoft Partnership

Trillium Software Traditional Value Propositions and Markets

CRM; Customer Information Mgt. Systems

ERP & Supply Chain

Sales and Marketing Applications

Business Intelligence and Data Warehousing

Multi-Domain Master Data Management

e-commerce and web services apps

Targeted Vertical Solutions Wealth Management Physician Spend Fraud Detection Anti-money Laundering Regulatory Data Assurance FATCA, Basel, Solvency, Claims Data Management CCAR Stress Testing

Enterprise Data Quality Solutions for:

Data Quality Value to CRM

Incorporating Data Quality Programs with CRM:

Deliver a complete understanding of total customer value and total

household value across accounts, products, and divisions

Reduce risks and errors in data consolidation and data migration for a CRM

package through data discovery and integrated cleansing

Resolve customer data anomalies before they enter operational systems and

impact relationship management decisions

Form the basis for accurate analytics, reporting, forecasting, profiling,

scoring, segmenting, and targeting

Enforce your definition of customer, prospect, household, contact, etc. and

how that information is to be recorded and reflected within your organization,

sales, marketing services, etc.

Multiple Names

Mixed

Business and

Personal Names

Lack of Standardization

Misfielded Information

Free-format

Text Missing

Data Unique Customer View

Complete View of

Customer

Many companies

underestimate

how many ways

unprotected data

is devaluated.

Classic Data Quality Issues

© Copyright 2011, Trillium Software, Inc. All rights reserved.

TS Quality Cleansing and Linking

Why Tackle Data Quality Along With CRM?

Because Data Quality degrades due to normal,

everyday CRM business processes

Real-time data entry by diverse sets of users

Different departments and channels have different data

needs and standards

Integration with other applications and systems, e.g. ERP

Mergers/Acquisition require CRM integration

List imports/external data

Reference data feeds

Functional Example:

Jim R Peterson

Bainbridge Financial

750 6th Avenue, Suite 250

Manhattan, NY

[email protected]

Contact

First M Last

Jim (James) R Peterson

Account

Bainbridge Financial

Address

750 Avenue of the America’s

Secondary Address

Suite 250

City, State Zip+4

New York, NY 10015-0012

E-mail Address

[email protected]

Existing Contact James Peterson

Bainbridge Financial 750 Avenue of the America’s

Manhattan, NY

Existing Lead Jim Peterson

[email protected]

Inbound Lead

Cleansed Lead Lead to Leads Match

Lead to Contacts Match

Country Specific Examples

220+ Countries

Robust

Single-byte

43 Countries

Standard

Multi-byte

3 Countries

Robust

Double-byte

4 Countries

Basic

Single-byte

182 Countries

Ms Susan Peterson

61 railroad road

suite 61

hamilton,mass

Ms. Susan Peterson

Ste 61

61 Railroad Ave

South Hamilton, MA

01982-2218

Budi Agung

Panjang 28

Kedoya

Jakarta Barat 11560

Mr. Budi Agung

JL. PANJANG NO. 28

KEDOYA

JAKARTA BARAT

11560 INDONESIA

埼玉 さいたま 浦和区

常盤 1－9－20

スカイコート 405

田中 太郎

330-9586

埼玉県 さいたま市 浦和区

常盤 1－9－20

スカイコート 405号

田中 太郎

JAPAN

Dimitris Pavlopoulos

Stadiou 40

10564 Athens

Mr. Dimitris Pavlopoulos

Stadiou Street 40

105 64 ATHENS

GREECE

Input Input Input Input

Output Output Output Output

Data Quality Management When & Where

BILLING

SYSTEM

Data Quality Processes Applied to:

1. New CRM Implementations

• Data Migration and Conversions

• Initial Cleanse

2. Existing CRM Implementations with Data Challenges

• Data Assessments & Analysis

• Initial Cleanse

• Integrated within the CRM application

3. Integrated within the CRM Application

• DQ processes embedded as filters within batch and

real-time CRM processes

CUSTOMER

DATA

Dynamics

CRM

Cleanse & Migrate

CUSTOMER

DATA

CUSTOMER

DATA

Data Quality Management

When, Where & Why

CUSTOMER

DATABASES

Before Conversion

CRM BILLING

SYSTEM

- Data Discovery

- Data Assessment

- Data Defined for Purposes

- Sales

- Marketing

- Service

- Business Rule Definition

- Source Mapping Defined

- Impact Analysis

During Conversion Post Conversion

- Data Migration

- Data Mapping

- Cleanse Sources

- Apply Standardization Rules

- Data Enrichment

- Match, Link & Deduplication

- Test, Measure & Confirm

- Establish Data Foundation

- Leverage Integrated DQ

- Integrated Real-time & Batch

- Cleansing

- Enrichment

- Matching/Deduplication

- Monitor & Measure Metrics

- Implement Stewardship function

- Establish Governance

Make CRM valuable to users by delivering information fit for purpose!!

Data Quality Implementation Stages

Profiling Engagement

Identification

Data

Migration

• CRM Deployments

• Initial Conversions

• Instance Consolidation

Batch

Cleanse/Match Profiling

Real-time

Data Quality

Data

Monitoring

Real-time

Cleansing Matching

Deduplication

• DQ Plug-ins Integrated with CRM

• Real-time and Batch Processes

• Partner collaboration

• MDM & CDI Support

Iterate

• Assess, Scope and Prepare

• Initial Data Migration

• Data Quality Integration

• Business Rule Development

• Integrated DQ Processes

•Ongoing Data Quality Management

DQ is never a

one-time event

Trillium Software Solution for Dynamics CRM What’s in the Box?

Global business rules for cleansing customer data

Global address validation

Advanced Fuzzy Matching to identify duplicates

For use with: accounts, leads, contacts, customer address

and custom entities

Real-time, “In-Page” cleansing & matching

Bulk processing facilities for larger volumes

Cleanse and Match on Import

Cleanse and Match within database

Cross Entity Matching Lead to Contact and Lead to Account

Auto Merging of “high” confidence matches

Data Quality Reporting and Metrics

Leverages Dynamics CRM’s:

Duplicate Detection Functionality and Screens

Merge Capability

© Copyright 2011, Trillium Software, Inc. All rights reserved.

Solution Architecture

Come Meet the Trillium Team!

Microsoft Dynamics US Partner & Field FY14 Kick Off

Denver August 27-29

CRMUG Florida Chapter: September 2013 – Presenter

CRMUG Summit: October 2013, Orlando – Gold Sponsor

eXtreme CRM: November 2013, Anaheim – Sponsor

Other:

CRMUG Special Interest Group: Webinar Host

Avoiding Data Quality Pain – August 6th

Future of Duplicate Data Customer Data Quality – September 17th

Data Quality and Customer Marketing: Improve Results – November 5th

Year round Regional US and EMEA CRMUG events participation and sponsorship

Annual Convergence and WPC sponsors and participants

© Copyright 2011, Trillium Software, Inc. All rights reserved. 17

Contact s and Links

Kathleen Perkins, Microsoft Global Alliance Director

[email protected]

Steve Shissler, Director, Alliances Sales Engineering

[email protected]

Dave Pietropaolo, V.P. Global Alliances

[email protected]

Trillium Software Microsoft Dynamics CRM Resources/Demo

http://www.trilliumsoftware.com/microsoft-crm/

Trillium Software Leader is Gartner Magic Quadrant

http://www.trilliumsoftware.com/home/news/press-release.aspx?id=9019

Trillium Software in CRMUG Magazine

http://www.dynamiccommunities.com/magazine/crmug/spring2013.pdf

© Copyright 2011, Trillium Software, Inc. All rights reserved. 18

Thank you MVPs!

The Trillium Data Quality Team

Questions??

© Copyright 2011, Trillium Software, Inc. All rights reserved. 19