Our customer was a local council in Victoria who needed to undertake significant customer data cleaning as they were building a single customer view to help them better serve their ratepaying community. They had customer information spread across multiple cloud and on-premise systems that had accumulated over many years of operation.
Customer information had grown unchecked in the business, resulting in out-of-date information, duplicate customers and conflicting information across the CRM, financial and document management systems. The estimated human effort required to cleanse all this customer information was over 6 months. This was a prohibitive cost in terms of of staff time, not to mention the cost in terms of employee satisfaction at executing such a tedious task.