The document discusses the challenges of poor data quality in CRM systems, highlighting issues such as data duplication and inconsistencies that hinder business initiatives. It introduces Trillium Quality for Microsoft Dynamics CRM as a solution for cleansing existing data, validating new data, and maintaining data quality at entry points. By providing a unified view of customers, the tool aims to enhance sales, reduce churn, and improve overall customer engagement.

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What's New in Trillium
Quality for Microsoft
Dynamics CRM
Data Quality in
Microsoft Dynamics
Steve Shissler

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The Promise of CRM
• Improve customer service
• Tighten customer relationships
• Boost revenue
• Raise customer satisfaction
• Increase efficiency
• Gain competitive advantage
• Engage customers
* source: Gartner Research
Is Your CRM
Living Up to
Its Promise?

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Is Your CRM
Living Up to
Its Promise?
The Reality of CRM
“This data was siloed across 12
different applications.
Inconsistencies in data formats
and customer duplications were
commonplace. Name and
address misspellings, data in
incorrect fields; each
application had its own set of
data quality problems built up
over many years.”
– Raymond Aerts
Project Manager
DELA Corporation
The Promise of CRM
• Improve customer service
• Tighten customer relationships
• Boost revenue
• Raise customer satisfaction
• Increase efficiency
• Gain competitive advantage
• Engage customers
* source: Gartner Research

4. 4
The Reality of CRM
“This data was siloed across 12
different applications.
Inconsistencies in data formats
and customer duplications were
commonplace. Name and
address misspellings, data in
incorrect fields; each
application had its own set of
data quality problems built up
over many years.”
– Raymond Aerts
Project Manager
DELA Corporation
The Promise of CRM
• Improve customer service
• Tighten customer relationships
• Boost revenue
• Raise customer satisfaction
• Increase efficiency
• Gain competitive advantage
• Engage customers
Challenges
• Poor data quality is a primary
reason for 40% of all business
initiatives failing to achieve their
target*
• Duplicates, old data, incomplete
data, misspellings, data in wrong
fields, …
• Perishable data – 70% of people
change at least one item on their
business cards every year
• 7 – 10% of consumers and
businesses relocate every year
• Up to 4% of all customer data
becomes stale on a monthly basis,
for an annual rate of 25 – 50%
* source: Gartner Research
Is Your CRM
Living Up to
Its Promise?

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Single view of the customer maximizes the potential success of key
initiatives designed to increase sales and reduce churn, including:
• Targeted marketing campaigns
• Personalized customer engagement
• Up-sell/cross-sell initiatives
• Customer loyalty programs
Virtually every meaningful
customer insight requires a
single view of the customer
Customer 360

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• Data quality business rules are too
rigid – often impairing data quality
• Data sourced from third parties
does not contain all the necessary
fields
• Fields in a source database may
have the same name as the target
but consists of differently defined
content
• Inconsistent data formats
(measurements, languages, postal
conventions and dates)
• Essential information entered in the
wrong fields or is buried within
large free-form text fields
CRM Assumes High Data Quality

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Trillium Quality for Microsoft
Dynamics CRM Helps 3 Ways
Cleanse Existing Data
• Solve accumulated problems and problems
from combining CRM systems.
Validate New Data
• Manage the quality of data imports.
Validate Data As It’s Entered
• Control the quality of data at the point of
user entry.
Supports both
Cloud and On-Premise

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Trillium Quality for Microsoft Dynamics CRM
cleans up years of accumulated problems.
Great for combining CRMs!
• Fix problems you didn’t know you had –
before they have a negative impact on
your business.
• Automatically generate clean and
matched record results (Accounts,
Contacts and Leads).
• Standard Batch:
• Use Filters to Batch cleanse, match or
merge based on advanced find criteria.
• Master Batch:
• Bulk Cleanse and Match all data in CRM
Clean Up Your Data for a Fresh Start

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Clean Up Your Data for a Fresh Start
Trillium Quality for Microsoft Dynamics CRM
cleans up years of accumulated problems.
Great for combining CRMs!
• Fix problems you didn’t know you had –
before they have a negative impact on
your business.
• Automatically generate clean and
matched record results (Accounts,
Contacts and Leads).
• Standard Batch:
• Use Filters to Batch cleanse, match or
merge based on advanced find criteria.
• Master Batch:
• Bulk Cleanse and Match all data in CRM

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• Analyze a lead data source against
existing CRM instance
• Review analysis results showing
which leads are duplicates, potential
duplicates or new, on an easy visual
“red-yellow-green” basis.
• Establish valid patterns for matches
• Select, confirm and import only lead
data deemed acceptable
• Load directly in Leads or in Contacts
Upload Only New Data... and Nothing Else
Trillium Quality for Microsoft Dynamics CRM
has a Lead Analysis tool to evaluate new
data before import, now also supporting
load into Contacts:

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• Enter Accounts, Contacts or Leads as
normal
• Pop-up validation of Address
• Correct Fielding of Data
• Proper Capitalization
Apply Data Quality to Data Entry in Real-Time
Trillium Quality for Microsoft Dynamics CRM
can validate new data as it is entered:

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• Match within Accounts
• Match to existing Contacts and Leads
(cross-entity) with cross-population
of validated fields
• Option to merge between Leads and
Contacts
• Choose which fields to be merged
into the surviving master record
• Supporting Turbo Forms
Apply Data Quality to Data Entry in Real-Time
Trillium Quality for Microsoft Dynamics CRM
can deduplicate new data as it is entered:

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• Validate – Account name, contact name, address, etc for
completeness, appropriate data placement, structure, and accuracy.
• Verify – Global address and location data.
• Standardize – Automatically correct data based on defined rules.
Align addresses to postal standards.
• Enrich – Use Postal Data to enrich missing or incorrect address data
and add lat/long coordinates.
• Match – Identify duplicate records using sophisticated matching
algorithms and transitive logic. Standard matching out of the box
and customizable.
• Merge – Choose to make a single best record by selecting desired
fields, or auto-merge based on confidence scores. Merge groups of
records (not just two). Merge lead, contacts or accounts based on
defined rules.
Maintain a Single View of the Customer

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Success Story
Challenge
• Acquired 8 companies in the
last 18 months
• Duplicate accounts and
contacts existed across
databases
• Different CRM systems and
different data standards
Solution
• Maintain the level of quality
• Consolidation of new accounts
and contacts being entered in
CRM
• Automated process to import
only clean, complete, verified
data into Microsoft Dynamics
CRM going forward
• Reduced the amount of time to
merge systems
Benefit
• A unified view of customers
across our entire product
portfolio for enhanced cross-
selling, marketing and
customer service
• Swiftly decommission the
legacy CRM systems and have
sales working from one unified
system

15. Demo

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Optimize Your Data
• Data quality is provided exactly where and when it is needed
most – in the CRM environment.
• Maximize the success of key initiatives by increasing sales, and
reducingchurn.
• Advanced data quality processingand enrichment up and
running in less than 30days.
Get in control of your customer data!

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Questions?