Unified Data, Unified Insights: Entity Resolution
Success Story: UK Law Firm, 3 month project
Client Challenge: Overcoming Data Duplication
Our client struggled to create a single view of their customers. Years of acquisitions, mergers, adoption of new CRM and marketing tools, and a lack of data quality controls led to significant levels of customer duplication. This duplication caused numerous problems in client engagement and created poor customer experiences.
Customers received duplicate marketing materials, were unable to access all their products in a single profile, and received irrelevant marketing due to behaviors and preferences not being tracked centrally. These challenges resulted in poor customer experiences and operational inefficiencies, impacting the company’s reputation, revenue, and profits.
Our Approach: Achieving a Trusted Single Customer View
We deployed an entity-centric entity resolution solution to enable our build of a Single Customer View, identifying all related client records and connections. This data was fed into a process to merge customer profiles back into source systems, preserving the most trusted data through survivorship rules. This resulted in the achievement of several objectives previously agreed upon with the client:
- Improve Customers Data Usability
- Improve Marketing Efficiency
- Improve Profitability and Cost Tracking
- Improve Risk Management
Our solution resulted in a 400% increase in identification of duplicate client and counterparty data compared to the incumbent data management tool.
What we Achieved: Numbers
- +60% of identified Customer data cleansed and standardised
- +6500 Customers were deduplicated
- +400% increase in duplicate Customer profile identification vs BAU tool
- 45% of Organisation Customers enriched with trusted 3rd Party Data
- +15000 Customers were identified and reported for Manual Review
- 100% of Marketing Lists were optimised due to the Data Enrichment and Deduplication
