Customer information is one of your organisation's key strategic assets, and "information mastery" has the potential to create a powerful source of competitive advantage for your business. This mastery involves a number of dimensions, including Information, People Factors and Systems.

It is important not only to identify the correct application architecture for customer information, but also to manage appropriate transition strategies. Organisations typically have a variety of states for their customer information, ranging from embedded in product systems to centralised in a customer repository. In moving to a repository the measures to consolidate customer information are complex, wide-ranging and require close coordination.

InteractCM is well experienced with strategies and program management in achieving the benefits from consolidated Customer Information.

InteractCM has an established methodology to develop the appropriate transition strategy and program of work. Throughout the process Interact relates closely with you.

This begins with an audit of the data quality and a review of the customer information systems architecture. Standards are defined for customer data. These then are implemented in the Master Customer Repository (MCR) and in the Product Systems. People Factors such as organisation, cultural change and work practices are reviewed; as well as data integrity measures such as scrubbing and date-time stamping.

InteractCM then identifies a transition strategy such that ETL (extract transform and load) methods of communicating with the Master Customer Repository are replaced, where appropriate , by a Middleware based means of communication, where all customer transactions (Search, Create and Modify) operate against the MCR.

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