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Oracle Master Data Management

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Master data management gpains & drivers

Master Data Management Challenges

Master data is in constant state of flux

Master data is fragmented across application silos

F iW bC llSFA Partner

FusionApps

Web siteSFA

Call Center

ERP 1 SCM HR LegacyERP 1 SCM HRFusionApps Legacy

Ignoring data mgt impacts ability to deliver key enterprise functions

Master data has to be dealt with at every project

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0Project 1 Project 2 Project 3 Project 4 Project 5

Master Data Management Facts

Companies Individuals ProductsCompanies

• 240 businesses will change • 5,769 individuals in the

Individuals Products

• On average 20% duplicates

In one hour… In one hour… In one year…

addresses • 150 business telephone

numbers will change or be disconnected

,US will change jobs

• 2,748 individuals will change address

• 515 individuals will get

in product data• 90% product introductions

fail• Retailers lost 40 billion or

• 112 directorship (CEO, CFO, etc.) changes will occur

• 20 corporations will fail • 12 new businesses will open

gmarried

• 263 individuals will get divorced

• 186 individuals will

3.5% of total sales lost each year due to item info inefficiencies

• 60% error rate for all invoices generated• 12 new businesses will open

their doors• 4 companies will change

their name

declare a personal bankruptcy

invoices generated• Global Data Sync will realize

30% lower IT costs

Source: D&B, US Census Bureau, US Department of Health and Human Services, Administrative Office of the US Courts, Bureau of Labor Statistics, Gartner, A.T Kearney, GMA Invoice Accuracy Study

Master data changes at rate of 2% per month.Master data changes at rate of 2% per month.

Cost of poor quality Customer Data

FinanceDuplicate records hide proper

iti i t

MarketingInaccurate segmentation results i k t l irevenue recognition, inaccurate

reserves for bad debt, introduce credit and collection risk.

in poor market planning, misguided campaigns, wasted mailing costs.

ServiceCustomer relationships harmed due to duplicative

Product PlanningUnknown product usage and interest causes poor productharmed due to duplicative,

incomplete, non-personalized interactions. Lost Loyalty.

interest causes poor product lifecycle planning and channel penetration.

SalesSales effectiveness limited due to incomplete view of all sales

Corporate GovernanceUnclear enterprise-wide customer revenue and profitto incomplete view of all sales,

service, accounting interactions divisionally and globally.

customer revenue and profit reconciliation exposes risk for officers.

Not having sound master data management impacts key enterprise ffunctions and processes

Marketing and Marketing and ServiceService Supply chain & Supply chain & Finance and Finance and SalesSales ServiceService OperationsOperations controlcontrol

Effective Differentiated Risk & C ll i M

1st Time

Customer Data

Customer Data

upsell & cross-sell

Advertising & Promotion spend

Service Delivery

Customer Retention

Collection Mgt

Legislative compliance

F d M t

Accurate Deliveries

Operations &Promotion spend Retention Fraud Mgt

Business Analysis

Privacy Mgt

Operations & IT costs

Product Product

New product Introduction

C t l

Adherence to regulatory standards

Efficient Service delivery

M t f

Flawless Order Mgt process

Sourcing &DataData Catalog alignment across channels

Business Analysis

Management of claims & customer dissatisfaction

Sourcing & Manufacturing process

MDM provides the ability to…

MDM Definition & Value Proposition

ETL

y

Consolidate/Federate master & shared information into one place

Cleanse and Enrich data

PartnerFusionApps

Web siteSFA Call

Center

ETL Cleanse and Enrich data centrally

Distribute data as a single point of truth as a service to

Real-time / near real-time Master Data

point of truth as a service to consuming applications, enterprise business processes and decision support systems

BI/DWBI/DWMiddleware MDMMDM

R l ti / l ti M t D t

Integrated Best of Breed -Consistency in a siloed environment

Fusion

Real-time / near real-time Master Datay

Enterprise agility (easier migration ability)

Better customer experienceERP 1 SCM HRFusionApps Legacy

ETL

Better customer experienceLower data management costsBetter reporting & BI project

l tiacceleration

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Siebel UCM Solution

Universal Customer Master: Enables a Single View of CustomerEnables a Single View of Customer

• Creates and maintains a unique• Creates and maintains a unique,complete and accurate customer information across the enterprise

• Distributes customer information to all operational applications just in time

• CDI enables organizations to:• Know your customers• Improve data quality• Improve data quality• Utilize customer insight during all

customer interactions• Comply with privacy and regulatory• Comply with privacy and regulatory

requirements• Reduce data management costs

Data Model – Cross-Industry plus key Verticals

• Cross-Industry data model has beenmodel has been extended for 10 key vertical industries

Automotive Healthcare & Insurancevertical industries

• Utilises the experience and

Communications, Media & Energy

Oil & Gas

prequirements gathered from the CRM k t Consumer Goods

Life Sciences

Travel

Public Sector

CRM market space• Extended for UCM

specific capabilitiesBanking & Financial Services

Consumer Goods

High-Technology & Manufacturing

Travel

specific capabilities Financial Services & Manufacturing

Comprehensive Master Data Management

Identity Identity MasterKey Entities: ID

Customer Enterprise Master for Customer DataKey Entities: Party, Addresses, Relationships

Assets Extended Profiling of CustomersKey Entities: Assets, Demographics, Activities

P d E t i M t f P d t D t

Marketing Enterprise Offer Management

Product Enterprise Master for Product DataKey Entities: Products, Price Lists, Prices

Marketing p gKey Entities: Campaigns, Offers, Responses

Sales Enterprise Opportunity ManagementK E titi O t iti O d

Service Enterprise Service ManagementKey Entities: Service Requests, Solutions

Key Entities: Opportunities, Orders

Comprehensive Attributes - Party Model for Persons

Relationships• Employee of a Company• Customer of a Company• Affiliations with Org

Name & Contact Info• Name• Personal Address• Phone Numbers• E-mail• …

Personal

g• Member of a Household

….

Privacy• Privacy Option• Don’t e-mail• Don’t call• Don’t mail• ….

Consumer Profile• Personal • ….

• Status• Segment• Gender• Age• Marital Status• Citizenship

Party

PersonC t e s p

• Language• Education

Company

Household Products Purchased

Interactions• Sales calls• Web site visits• Customer service calls

Customer Value

Siebel CDI – Closed Loop Data Quality

• Manages customer data through the entire lifecycle with end to

DataCleansing and Matching the entire lifecycle with end-to-

end processes

• Creates “best” customer record

Intelligent Merge and Unmerge

g

• Creates best customer record with match, intelligent merge & unmerge capabilities

Data Enrichment

• Cleanses and enhances customer data using leading data quality tools and third-party data

Data Profiling

q y p ysources

• Tracks corporate data quality p q yeffectiveness over time with robust data profiling

Data Quality functionality in a glance

F ti lit C t MDM lF t P d MDM l

Profiling/Pattern Detection

Profiling/Pattern Detection

Deduce meaning from unstructured patterns

Name: LN+FN (CHS,KOR,JPN); FN+MN+PN+LN

Functionality Cust MDM exampleFeature

“liquid”+”crystal”+”display” = 1 concept

Prod MDM example

ParsingParsing

p(Latin);

Create structured records from

Addr = #, street, city, state, zip,

p

Camera = manufacturer, ParsingParsing

unstructured datay, , p,

country;

Spot and correct Bill Willi

,mega pixels, zoom, and color

W dd d dCleansing and StandardizationCleansing and

Standardization

Spot and correct data errors; transform to std format/phrase

Bill = William St, Str = Street (ENU/DEU)St = Saint (FRA)

Comprehensivedata quality

Comprehensivedata quality

Woodd=wood=wudPaper weight: 100g i.s.o. 100kg

Matching and de-duplicationMatching and de-duplication

Spot and eliminate duplicates

Haidong Song = 宋海东 =

2 products in different languages are in fact the same

EnrichmentEnrichment

Attach additional attributes and

t i ti

Haidong Song: “single, 1 child, Summit Estate,

item

Diving watch with Watch attrib and Diving Equipment

categorizationsSummit Estate, DoNot Mail”

Diving Equipment attrib

Batch and Realtime

Create “Best” Customer Record – Matching

Best of breed matchingSurvivorship

• Best of breed matching technology embedded from SSA

• Matching on name, address, and other attributes

Merge

Yes

DataLoad

attributes• configurable for other

attributes• Configurable for real time

Maybe

Yes

MatchCleanse Manual • Configurable for real time and batch

• Suspect duplicates No

MatchCleanse

No

Review

quarantined for review by the Data StewardNewNew

No

UCM Uses Matching Thresholds to Determine Outcome

100% Auto-Match, Consolidated Records

Auto-match Threshold97%

Consolidated Records

Suspect Match, Flag for Manual Review ConfigurableConfigurable

Manual Threshold80%

Flag for Manual Review ConfigurableConfigurable

Manual Threshold80%

N M t h

0%

No Match, Create New Record

0%

UCM – Proactive Events and Policies

• Responds proactively to customer lifecycle eventsWorkflows customer lifecycle events (change of address, opening of new account, etc.) with meaningful alerts and triggers

Rules engine meaningful alerts and triggers

• Defines and executes privacy and regulatory rules to

engine

ensure compliance• Manages and audits events

and policies centrally and

Privacy Management

and policies centrally and consistently across the enterprise

Respond to Customer Lifecycle Events

Define events and subsequent process responses, including responses, including interactions with source applications

Privacy and Regulatory Compliance

Set Privacy Status to ‘Pending’ for a minimum of

Sample Privacy Rules

Rules Editor (GUI)Rules Editor (GUI)45 days.IF (‘Pending’ period expires without the customer initiates privacy activity)THEN (update privacy fields)

Rules EngineRules Engine

THEN (update privacy fields)

IF (contact change for an account, e.g. co-

Rules Repository / Knowledge Base

IF (contact change for an account, e.g. coborrowed deletion, primary contact replacement)THEN (apply more restrictive privacy policy to remaining contact)

IF (customer bought a vehicle in 48 contiguous states)AND (subsequently moves to Puerto Rico)AND (subsequently moves to Puerto Rico)THEN (send a new privacy notice in English and Spanish)

UCM – Unify & Distribute Customer Insight

• Provides commonly used functions as business services and web services

• Maintains customer data• Maintains customer data between the master and other applications with pre-built processesprocesses

• Transforms data to leading k d li ti dpackaged applications and

industry standards BusinessServices

LeadingPractice

• Delivers support for all integration modes: real time, batch, publish and subscribe

Integration Application Authorization

Publish and Subscribe

Application Integration ArchitectureCommon Integration Architecture

Oracle Integration

• Based on Fusion Middleware

gArchitecture:

• SOA, BPEL, & Canonical object modelsPre built processes to support• Pre-built processes to support common business processes

• Canonical objects are foundation for Fusion integration objects

• Transformations to edge applicationsapplications

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Customer Success Stories

Leading Companies Across Industries Use Oracle Master Data Management

Life Sciences and Healthcare

Public SectorCommunications, Media & Utilities

Financial Services High TechnologyManufacturing &Distribution

Retail & CPG

Pending customer approval – Internal Use Only

Unparalleled Customer Experience“It is easy to make fact-based decisions when the facts

UMB Bank Corporation

yare right in front of you. That is what ClientLink does, It puts the facts in front of you.”Kevin Kramer, Senior Vice President, Enterprise SalesUMB Bank Corporation

COMPANY OVERVIEW

• One of the largest independent banks in US

SOLUTIONS

• Oracle Customer HubOne of the largest independent banks in US• Over 140 branch locations in 8 US States• 3,500 associates

A t US$ 8 Billi

Oracle Customer Hub• Siebel CRM• Consolidation of 9 sources (Bank’s legacy)• Trillium for Data Quality• Assets: US$ 8 Billion

CHALLENGES/OPPORTUNITIES RESULTS

I d l d t l t

Trillium for Data Quality

• Multiple versions of the truth• Need for a flexible platform• Need to empower their associates to fulfill

• Improved cross sales due to complete customer view

• Significant improvement of associates productivity & efficiencyp

UMB’s mission: To know our customers and anticipate their needs; advocate and advise; innovate and surprise

productivity & efficiency• Flexible & extensible architecture

Loyalty & Compliance“We selected Siebel CDI because of its out-of-the-box,We selected Siebel CDI because of its out of the box, rich customer master functionality, its industry-specific best practices, and its ability to integrate many different applications”

COMPANY OVERVIEW

Shaun Coyne, VP & CIO

SOLUTIONS

• 7th largest finance company in US• Revenue: $1B• Customers: 10M

• Oracle Customer Hub• TIBCO & UAN, Informatica• 12 integrated ApplicationsCusto e s 0

CHALLENGES/OPPORTUNITIES

• Need to increase customer service &

RESULTS• Support for corporate priorities

G th I f t l & iloyalty for dealers & consumers• Need to comply to complex privacy management rules

• Growth, Info control & access, new services introduction, respect of privacy rules

• Deepen dealer & customer loyaltyI d i t i i ht &• Need for new generation IT architecture

(Flexible, scalable, less costly, integrated)• Need for phased path to new architecture

• Improved services, customer insight & customer satisfaction & retention

• Create operational gains: IT costs & process efficiencyefficiency

Rapid deployment of a large scale master“In less than 60 days, Home Depot was convinced thatIn less than 60 days, Home Depot was convinced that Siebel’s CDI solution was the only solution that could give them a single view of their customers.”

Les Rechan SVP & GM Manufacturing and Distribution The

COMPANY OVERVIEW

Les Rechan, SVP & GM Manufacturing and Distribution, The Home Depot

SOLUTIONS

• World's largest home improvement retailer• 1,800 stores across North America• Employees: 234,000

• Oracle Customer Hub• Call Center application, Order Management &

Partner Relationship Management

• Revenue: US$ 90 Billion

CHALLENGES/OPPORTUNITIES

N d t id t ith i lRESULTS• Streamline closed loop marketing and

• Strong SAP back end environment

• Need to provide every store with single view of its 90M+ customers• Poor data quality (10M duplicates)

S d & t f i l t ti

• Streamline closed-loop marketing and complex account management processes

• Achieve a single view of the customer across the enterprise• Speed & cost of implementation

• Ease of operations & reduction of data management costs

e e e p se• Reduced customer data management costs• Solution is five times cheaper and faster than

the custom-built alternative

Time to Market“Oracle Master Data Management is providing the basis of convergence between LG Group’s affiliated Mobileof convergence between LG Group s affiliated Mobile, fixed line and broadband companies. “LG Telecom Executive

SOLUTIONSCOMPANY OVERVIEW

• World’s first mobile telco service provider

SOLUTIONS

• Oracle Customer & Product Hub• Integration with AMDOCS Billing system,

of CDMA technology• Employees: 2,000+, $ 3.6 Billion Revenue• Customers: 6.5 Million RESULTS

NCR CRM system, Customer Service system and a Credit Approval system

CHALLENGES/OPPORTUNITIES

• Sales and marketing campaigns were

• Customers, suppliers and products are all centrally managed and made available to all users and partners

Sales and marketing campaigns were suffering due to limited customer and product data• Time to Market Agility for product introduction

• Better sales and marketing resultsthrough access to real-time, complete and trusted data

g y pwas taking too long (3 months)• Need for a foundation for eventual merger of the 3 LG Group Affiliated Companies

• Reduced new product introduction lead time

• Infrastructure agility introduced for future merger of the LG Group companiesmerger of the LG Group companies