Improving Efficiency and Customer Experience with Product 360 Master Data Management

Company

V-Soft Digital worked with a large U.S.-based retail company that needed to analyze customer data gathered from various sources to fuel product information management to provide customers a singular omnichannel experience.

Challenge

The client offers a wide range of products and struggled to manage complex product content as well as provide next-generation customer experiences. The client used many different channels to connect with existing and prospective customers. To communicate effectively, it was important to access product-related data which was spread across different internal and external IT systems. Product information had to be presented accurately and consistently across customer touch points including websites, social media feeds, brochures, customer service call centers, and dealerships. Managing the volume of data and interdependency among data sources was a serious challenge.

Solution

V-Soft Digital deployed a real-time intelligence customer and Product 360 Master Data Management platform. The solution provided real-time and accurate customer and product insights as well as the following capabilities.

Central management of product and customer master records
Direct integration into SAP ERP system
Consistent data quality
Safeguarded master data processes
Data entry automation
Master data maintenance
Data quality and precision
Transparent reporting
Governance and compliance by monitoring the SAP system
Enhanced process protocol

Result

The MDM (Master Data Management) too, Product 360, provided a trusted view of product information which led to increased efficiency and time to market for product content to reach customers based on real-time feedback.