Applying Good Data Governance in the Services Industry. Challenges & Opportunities

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1 Applying Good Data Governance in the Services Industry Challenges & Opportunities

2 Agenda Introduction VAB Challenges Roadmap Opportunities Q&A

3 Founded in 1924 Almost 100 years of experience in the Automotive sector as an automobileclub 100% Neutral 100% Independant 100% Reliable 100% Quality Mission Statement: Sustainable Growth through Service Excellence

4 Organization VAB-Group

5 Customers Activity Organization VAB: Some numbers employees 270 Wegenwachters 106 Call Center operators (185 during Summer) 105 Station of Support 700 VAB replacement cars Calls Movements International 60% B2B Members Travel Assistance B2B cars

6 B2B Customers: Leasing

7 B2B Customers: OEM

8 B2B Customers: Fleets

9 B2B Customers: Insurance

10 Challenges Multiple (disconnected) customer databases Missing 360 view of customer Data quality in data received from external partners/clients

11 Challenges Increasing need & flexibility in partner data exchange Need to be able to deliver any data at any time in any given format Support more flexible source files and data exchange Replace custom development by flexible scripting Dated BI technology Need for one technology platform

12 Roadmap MDM Informatica MDM Connect different databases Perform data quality checks Quality dedup of customers Implement re-usable data quality services (e.g. address validation) Movers - Change track implemented with Biznode

13 Roadmap MDM Cars Depannage 2000 Driving School VAB Fleet Services Bijstand MDM 24+

14 Roadmap B2B Partner communication Informatica B2B DE to increase flexibility in bidirectional data exchange Any format Triggered by file exchange or events Integration with MDM to enhance data quality

15 Roadmap B2B Insurance OEM Fleet Leasing B2B DE ST Rental

16 BI Roadmap BI Informatica as ETL (replace old ETL) Streamlined process to build Datawarehouse New reporting tool (Replace Cognos by Business Objects)

17 Opportunities MDM 360 customer view Customer centric Up- & cross-selling Customer satisfaction Better data quality Less expenses (magazine, letters) More income (better customer retention) Involve business users for data quality issues (no longer handled by ICT)

18 Opportunities Partner communication More flexibility Shorter time to market Data exchange with other parties like Sepa

19 Opportunities Datawarehouse Faster upload More accurate data Gain in efficiency Increased flexibility and functionalities in reporting

20 Q&A

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