Mastering Customer and Product Data Cost-Effectively in Healthcare

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Sagence’s current state assessment and tool selection approach enabled a member-based physician organization to identify the most appropriate and cost-effective solutions to satisfy its enterprise data governance and data management needs.


Our client was modernizing their CRM and ERP applications to improve customer service and sales supply chain.  Prior to the implementation of new enterprise systems, such as Salesforce and Microsoft Dynamics 365, our client was looking for recommendations regarding best master customer and product data practices.


We conducted interviews across product and customer businesses to assess the current state of customer and product data.  We elicited business requirements and documented current business processes to develop a logical data model to support the business. The logical model served as the basis for a canonical model and differs from the current data model in order to better support the implementation and usage of master data. The data model was also designed to support the future CRM and ERP platforms.


We also evaluated 0ff-the-shelf master data management (MDM) software to determine what would best meet our client’s needs. We recommended mastering all domains within a single multi-domain tool. Lastly, we created an implementation roadmap, including initiative for a technical installation, proof of concept and the establishment of appropriate master data and data governance processes.


The MDM governance model (rules, processes and organization) provided a path to a ‘clean’ set of master data for each domain. The governance model in combination with a multi-domain tool enabled the business to spend fewer resources on manual data efforts such as customer de-duplication and product development. It allowed for greater collaboration with manufacturers and suppliers as part of the improved product lifecycle.


From a technology perspective, the future time and cost of integrations were reduced with MDM software, and the ability to sunset legacy databases further accelerated cost savings. Using a hybrid of centralized and coexist MDM types also benefited the future users of CRM and ERP applications.