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One customer score view in CRM area

Service industries like Telecommunication operators are working in a highly competitive environment. As technology evolves, companies are differentiating themselves through different services, but their most valuable assets are the customers. More and more of those companies are facing data quality issues. Out of an aim of continuous improvement, Costumer Relationship Management (CRM) is a priceless tool. It improves the image of the company, identifies need, attitude and behaviours of customers, creates highly targeted-marketing campaigns, raises the need for more accurate data of the customer and creates long-term relationship. Dealing with such quantity of data is complex and can decrease the quality of the data. Sunrise TDC Switzerland uses an external company to run their data matching process to identify cross and up-selling potential and help creating one view of the customer. My Travail de Diplôme consists of insourcing this data matching process by implementing a new solution. The goal of the TD is to provide / supply sunrise with a technical tool to improve data quality for its Mobile and Wireline (Fixed line and Internet) business units, to get a better control of the cost as well as increase up and cross-selling marketing capabilities.