Reduce and manage operating costs and improve efficiency. Support better business decisions based on availability of real-time information

Transcription

1 Data Management Solutions Horizon Software Solution s Data Management Solutions provide organisations with confidence in control of their data as they change systems and implement new solutions. Data is key in facilitating a single individual view increased use of technology, social media and channels. It applies to whatever the solution, its complexity our approach delivers. Our Data Management solutions capture variety of data inputs, clean and process that data, segment and store the information and then distribute it across the service/organisation. We deliver this as a service focussed on quality outcomes. We work closely with you to ensure that data is robust, delivered as and when needed and is to the required quality. Confidence in data helps clients identify and address detailed business needs and fully exploit the organisation s technology. In doing so business benefits are maximised through close engagement with customers and partners and optimal use of data for the planning and delivery of services. We ensure the required use and quality, support migration from legacy systems; best use of data internally, including a single source of truth, and help organisations engage more effectively with their members and individuals. HSS data management support helps organisations to: Reduce and manage operating costs and improve efficiency Gain better visibility of activities s across the organisation Support better business decisions based on availability of real-time information Make best use of available data Deliver the right service at the right time Horizon utilises the capabilities of Microsoft SQL Integration Services (SSIS) and Microsoft Data Quality tool. Aggregating data from heterogeneous data sources (separate databases, files etc.) are implemented with SSIS. SSIS is a comprehensive fully functional Extract / Transform / Load (ETL) tool. Data pipeline integration allows consuming data from multiple simultaneous sources (structured or unstructured), perform multiple complex transformations, and then uploading the data into multiple simultaneous destinations. Splitting, merging and combining or any other data manipulation is possible as data flows from source(s) to destination(s). The tool is highly configurable and can provide all the functionality needed as per the functional requirement catalogue. SSIS addresses three primary data quality tasks: profiling, cleansing, and auditing. Using SSIS, Horizon can successfully create robust and reliable data integration solutions, including Master Data Management that reduces integration costs, mitigates data quality risks, and creates valuable data assets. Horizon Software Solutions Data Management Solutions Support v1.8 1

2 Getting Data Right HSS validates and improves data with Microsoft SQL Server Data Quality tool. The customer data management provides a set of automated processes and user tools to enable the ongoing management of the data store. When the number of data sources that must be integrated is relatively high, data quality issues are expected to be substantial and complex, e.g. data duplication. Such conflicting data makes it difficult to recognise identical customers, especially across thousands of records. The successful handling of data quality issues like these requires a flexible strategy that can be applied to a broad range of issues and integration scenarios. The strategy involves three key tasks: profiling, cleansing, and auditing. The Data Quality functionality will be also used on an on-going basis to analyse the data store for conflicts and report them to the Data Stewards. Social Media Integration and Monitoring - Big data. Horizon helps organisations to maintain efficient data and individual management while looking at new ways to track and understand the individual s experience. Organisations require new analytics solutions, multi-channel metrics, better collaboration tools, and we add these capabilities to their existing systems. Social Media integration and monitoring - Horizon allows clients to route and track interactions within existing applications (e.g. CRM or ERP). Social media monitoring becomes part of broader response management solutions that link social data to customer information across , web chat, and voice. As well as daily tracking, Social media is used for specific campaign monitoring, to help ascertain impact and ROI, as well impact of service changes/reductions. Analysing blogs, Twitter feeds and Facebook posts can reveal quality of service issues within specific regions or groups. While traditional segmentation groups customers based on channel-specific purchase cycles, value is increasingly defined by how well a service can manage interactions across any channel including mobile, web, call centre, face to face, etc. When organisations combine this information with other service usage data, they can also tell if they are regular members, occasional members, looking for information or a potential user. We can also see if they are influencing other people in the individual database. When we combine all this data we can determine behaviour patterns and even predict what others might do in a similar situation. Organisations that leverage that information best will be at a distinct advantage. We aggregate data from the internal systems (e.g. CRM and Campaign management) with Social Media and Big Data to allow organisations to unlock sentiment and contact insights from social media channels (like Twitter, Facebook, Google, Forums) and internal resources Horizon Software Solutions Data Management Solutions Support v1.8 2

3 such as individual transactions, payments and return histories, call centre calls, etc. That information can then be used to better target and influence individuals in a variety of ways. So What it Means in Practice We have illustrated this Service Description by reference to CRM, but our approach applies whatever the data and whatever the setting. It can be undertaken as a standalone activity or as part of a wider implementation. The common principle of data quality and confidence in that data, particularly in enabling a single view of users, is key. Horizon consultants work with the clients to define the data that is required to be transferred from the legacy systems. In the case of CRM and case management services this can include the marketing and campaign management data. This process could be entirely automated and run according to a defined schedule. The architecture allows adding newer data sources without re-architecture. Data Collection Process starts with analysis of existing legacy systems, followed by identifying the required customer data, validation and business rules. The process itself typically involves development of the following components: data collection component extract, clean, apply business rules, customer deduplication, create aggregates. Most commonly based on SQL queries, performed through a direct connection to the legacy databases, files sharing, web service interface, etc. Horizon Software Solutions Data Management Solutions Support v1.8 3

4 data load component - to convert the various data into a single unified SQL Server database where it is immediately available to other parts of the system (legacy systems, data warehouse, reporting, MI, Risk, helpdesk, service, campaign management etc.) The data collection process can be part of delivering a single source of truth database in parallel to the legacy systems that will store the individual data with the relevant portfolio information and contact/responses history. Horizon Data Management Offering In Practice We have set out below a typical project again by reference to a CRM context: 1. Phase One a. Client workshops to analyse and assess the current business processes, legacy software solutions, technology road map, technical architecture, interfaces, data extracts, single customer view and campaign management. b. Present best practise and Horizon experience with global organisations when dealing with complex: organisations, technical solutions, projects and business processes. c. Help clients CRM strategy to manage better the individuals and to address service challenges. Provide ideas how to leverage Business Intelligence in new way to gain competitive advantage: to enhance customer intelligence and marketing; improve visibility into transactions, call centre and branch activity; better analyse the portfolio and risk; improve service; identify valuable customers; understand customer needs. 2. Phase Two a. Horizon assists organisations to integrate individual and account information from multiple data sources and to establish a single individual view (360 degrees view) for various purposes (e.g. CRM, Call Centres, Performance dashboards, campaign management, risk management, etc.), without a huge investment on data warehousing technology or through an extract database in separate to the existing IT systems. b. Horizon automates the CRM prototyping and BI through transforming the extract data from various sources into a set of summary tables. Based on which - easy to use analytics, campaign design tools and BI reporting can be introduced. This part of the consultancy and technical work usually includes: Horizon Software Solutions Data Management Solutions Support v1.8 4

5 Design and create automated summary tables using data from the transactional tables and some manual plan data input (e.g. via spreadsheet) Method for input of business plan metrics, such as customer contact, service and efficiency targets The implemented architecture allows adding newer data sources on an incremental basis without the need for the whole solution to be rearchitected. Because the data originates from multiple sources, the integration involves cleaning, resolving redundancy and checking against business rules for integrity. An operational data store is delivered to contain lowlevel data with limited history as opposed to the much greater volumes of data stored in the Data warehouse generally on a less-frequent basis. A secondary customer matching routine to match data in pre and post completion states and creates a join capability for reporting purposes. Solution which could support pre-defined, custom built and ad-hoc reports, and exports to common file formats (PDF, Excel, Word, CSV etc.) or to be displayed on a custom web based UI Reports and exports are scheduled to run automatically at specified time and interval. Scheduled reports/exports are stored for future reference or ed to specified recipients. 3. Phase Three a. Integrate the results from the reports, exports and analytic (including campaign design) tools into call centre and service campaigns. This could start with an automated generation of calling spreadsheets, and then graduate to intercepting services messages and providing on screen sales guidance: either through a new simple web based UI or integrating to the existing Call centre and Branch systems. Your Data b. Create Executive, Customer Analysis/Targeting, Staff performance, Risk Management Dashboards To ensure that you have access to data, make the best use of its and that it is available after systems and solution development and implementation you need to talk to Horizon Software Solutions. Alongside our Data Management support we provide a full range of end to end of solution development and consultancy services enabling public bodies dealing with specific issues from current system, service and infrastructure reviews; through ICT/Cloud strategy and planning, stakeholder engagement, feasibility and business case development, requirements capture, system/service design & development, project management and delivery; to quality assurance, post service implementation reviews, supplier engagement and team development and support. For a preliminary discussion, or to arrange a meeting, please contact: Horizon Software Solutions Data Management Solutions Support v1.8 5

6 Pat Coulter Associate Director Horizon Software Solutions Limited Phone: Mob: Website Charges And Fees We respond quickly with clear and transparent pricing. Full details are provided in the attached Charges and Fees, including SFIA rates. Our payment terms are monthly invoicing with payment within 30 days. Termination and end of contract arrangements will be discussed and agreed on appointment. Horizon Software Solutions Data Management Solutions Support v1.8 6