Customer Relationship Management

Held in Washington, D.C., Informatica World 2010 was first at which we showcased our MDM solutions (resulting from our acquisition of Siperian). The response was remarkable--we had seven MDM breakout sessions and each was standing room only. This just goes to show you that enterprise interest in MDM to solve business pain points is reaching all-time highs.

Here are some key points from our MDM customer presentations:

Merrill Lynch
Maximizing Customer Value by Operationalizing Customer Centricity Using MDM
Being one of 15,000 financial advisors (FA) in the Global Wealth & Investment Management (GWIM) division at Merrill Lynch wasn't easy. Seventy percent of each FA's was time was spent hunting for data, which left only a few hours a day to engage with and serve customers. Customer data resided in multiple un-integrated systems, full of discrepancies and blind spots that prevented FA's from seeing the full spectrum of the customer's relationship with the bank, making it difficult to assess each customer's needs.

Now with a 360-degree customer view (also known as customer 360), enabled by MDM, advisors no longer waste time reconciling customer data and can focus on servicing customers and making relevant cross-sell and up-sell offers. In fact, Merrill Lynch's financial advisors are now 30% more productive than their biggest competitor. Some numbers shared by Merrill Lynch underscore the enterprise scale of the solution--more than 450 million records being integrated, more than 1 million searches and 60,000 real-time updates a day, 3 million profiles processed per week, and less than two seconds to sync MDM data with downstream applications.

Johnson & Johnson
Road to a Perfect End-to-End Commercial Experience: A Multidomain MDM Case Study
A byproduct of Johnson & Johnson's significant growth was ever-increasing data complexity. With its global operations and 250 operating companies, the company struggled with meeting efficiently meeting compliance requirements and streamlining operations due in large part to the huge volumes of customer data and product data which resided in different formats and multiple separate systems across the company.

An enterprise MDM implementation was the key enabler to streamline critical operations and consolidate key business processes across 14 operating companies in four global regions. On an ongoing basis, the solution manages 883,583 products and 484,679 customers with 3.9 million cross-references, supplying a single source of that data previously sprawled across the extended enterprise. Johnson & Johnson reports more accurate transaction processing, fewer resources needed to manage data, better compliance and customer service--in all, a net $15 million impact.

St. Jude Medical
An Accelerated MDM Journey: From Mastering Compliance to Mastering Products
Founded in 1976, St. Jude Medical, a $4.68B medical device manufacturer, found itself with a classic "accidental architecture" resulting from ad hoc application deployments over the years and no central master data foundation. As a result, it struggled to manage critical data and suffered business inefficiencies and increased risk.

With new regulatory requirements making better data management an imperative, St. Jude deployed MDM to support physician spend compliance in just 10 weeks. That paved the way for the next steps in the MDM journey of managing product data and sales reporting and transitioning to a centralized hub strategy for master content requests. The results include improved regulatory compliance, enhanced sales reporting and analytics, improved data quality, and a single, reliable data source to support critical business processes.