Creating World-Class Customer Experience through a Centralized Service Platform

Industry:
Hi Tech Manufacturing

Client Overview

A rapidly growing engineering and manufacturing organization, located in the midwest, with a turnover of a little over $4 billion. 

The organization is engaged in designing, building, and servicing infrastructure for data centers, communication towers, and commercial/industrial facilities. 

The organization has over twenty thousand employees worldwide, twenty-five manufacturing and assembly facilities, and an established local presence across six countries.


Project Scope

As part of the overall Business Transformation program, the organization had implemented Microsoft Dynamics 365 CRM for their Services business in North America. Services Data were to be migrated from SAP ECC, Oracle CRM OnDemand and OpenAir applications to Microsoft Dynamics 365 CRM. The entities to be converted were - Customers, Products, Customer Assets, Agreements, Service Requests, Work Orders and Projects data.

Historical data were to be archived from SAP ECC, Oracle CRM OD and OpenAir and moved into a Hadoop Data Lake for reference and reporting.

Users also required a provision to view  at the historical transactions that were loaded into Hadoop Lake, without exiting MS Dynamics application.


Business Situation

The Client was using several applications for their Services business in North America including SAP ECC, Oracle CRM OnDemand and OpenAir. As part of the overall Transformation initiative, these applications were planned to be retired/decommissioned.

Customer service was disorganized due to the usage of multiple applications. The business was not able to quantify important data to drive effective decision making. Consolidated reporting, sharing of resources for service and Omnichannel experience to customers were not feasible.

Technical Situation

Data structure and standard interface of data export/import of each legacy application and the target MSD365 application were different. This created mapping & transformation challenges, which the business was unable to undertake alone.

Twenty two entities across three legacy applications (related to services data) were identified for data migrations. Master data (Customers, Products) should have a reference to Oracle fusion ERP for future integration. Huge amounts of historical data were migrated into Data Lake. Custom screens were developed for the Services support team to do data provisioning of historical services data in Hadoop Data Lake.

Solutions

The dataZap platform had standard templates for data loading into MSD365 application using the standard web services provided by the application. Business rules for the extraction, transformation and loading were configured for reuse. Preload and post load data validations were carried out. Post load data reconciliation reports were provided to the business for verification and validation.

All master data was extracted, duplicated removed, similar records were mapped and merged by using dataZen and open transaction data were extracted from these legacy applications, transformed with the new list of values and migrated to Microsoft Dynamics 365 with pre and post validations using ChainSys  dataZap.

dataZense was used to create customized view-only screens for querying historical services data in the Hadoop Data Lake. Access to these custom were deployed inside the MSD365 application so that the user can access without leaving  MSD365 application using single sign-on.


Illustrations

Benefits

Key benefit to the project was using the prebuilt templates that ChainSys had delivered for data extraction, transformation and load (ETL) processes without starting to build them from scratch. Other key benefits included:

A 30% reduction in repetitive business functions. Business was able to continue and operate normally after the successful data migration.

Uniform operations across business units and consolidated reporting

Increased data quality after data de-duplication and enrichment using dataZen

Possible to sunset old applications

Improved user experience with dataZap & dataZense.

Products and Services Used

dataZap - Pre-Configured Templates & Migration Engine to Extract, Transform, Pre-Validate, Load, Reconcile & Report.

dataZen - To 'Get Clean' and 'Stay Clean', and Introduce Master Data Governance.

dataZense - To Visualize, Analyze, Catalog and Scramble Data for Effective Decision Making & Security.

Reference


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