Sunday, January 4, 2009

Moving from QoS to QoE with Single Customer View (Master Indexed Data)

QoS (Quality of Service) has to be delivered. Organizations worldwide have already identified and mastered this to sustain in the  customer centric markets of today. QoE(Quality of Experience), however, has been fast maturing and taking over QoS (Quality of Service) as a key differentiator.

Organization wide indexing of customer data helps the enterprise deliver QoE by uniquely identifying customers across various functions of the business. They also allow customer centric collaboration between integrated business models thus driving QoE along with QoS. This can be very simply understood as described below :

Jerry is a frequent flyer and often needs to dial-a-cab "Cool-Cabs" service for the Airport. He needs to provide his Name, Address and Telephone number along with the time when the cab is required and the cab is always at the doorstep well in time. Jerry is happy with this service.

Due to Christmas season rush, all "Cool-Cabs" were booked and Jerry tried calling another similar cab service named "Super-cool-cabs" this time. On placing the call from his mobile, Jerry was identified and greeted with his first name, his address was promptly identified and confirmed and the cab was booked in less than 30 sec. Jerry was awestruck when the cab arrived with a morning copy of his favorite newspaper with a personalized welcome note stuck on it.

Later, on inquiring how this was made possible, Jerry learns that "Super-cool-cabs" service was apparently run by the same  "Baron-business-group" that owns a popular book store in the city where he usually picks up a copy of this daily newsprint. Baron maintains the master index of its customers and leverages the same in all its spread out customer centric businesses.

"Super-cool-cabs" service turned out to be as efficient as "Cool-Cabs" service and Jerry, a new customer, was WON!

SUN Master Index Studio provides the capability to create any domain specific master index through the matching, de-duplication, merging, and cleansing of data from various data sources.

Project Mural is an open source MDM (Master Data Management) solution from SUN.

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