Figure 1: Merge tickets month by month
Client: Global staffing group with clients across major worldwide industries
- 900 daily users of D365 Mercury CRM
- Database of over 5M+ records
Incomplete and inconsistent data leaves consultants wasting time trying to create or update records which already exist, therefore impacting efficiency.
The client identified the issue of poor quality data and ran a data quality initiative in March 2022 (shown at stage 1) hoping to decrease duplicate client and candidate records.
The unexpected consequence was an overloaded support desk, who now had to deal with 4 times as many merge tickets (shown at stage 2).
This was time consuming for IT staff and consultants, while only removing 0.2% of duplicates per month. Even if no new duplicates were created in the system, at this rate, it would have taken 30 years to remove ALL duplicate records.
The client reaches out to DQ Global in June 2022 when they realised their support desk had become overloaded. They needed an easier way to identify and process duplicate records before the business became overwhelmed by the task.
We were asked to configure, test and implement their D365 dedupe. DQ for Dynamics has been built exactly for this purpose, and in September 2022 (stage 3), we began to start bulk merging duplicate candidate records, with a dramatic impact on support desk ticket volume and consultant efficiency.
After only a few months of deduplication, the results speak for themselves. Support desk tickets drop to the volume prior to highlighting the duplicate data issue. Duplicate customer data is eliminated from the CRM (stage 4).
Automatically processing duplicate records means that records are merging 24/7, without any impact the clients day to day business. We have calculated that we have saved 6 years of duplicate review time and in turn £180k in FTE.