CHALLENGE
Siloed systems & inconsistent customer definitions
A large health organization faced significant challenges managing customer data spread across 12 different systems (e.g., Navision, Salesforce, and SAP).
Each department operated in silos with no guidelines for data entries, leading to fragmented data ownership and inconsistent definitions of what constituted a "customer". Key issues included:
- Unclear customer classifications (e.g., B2B vs. private)
- Duplicate entries
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No standardized data creation
Without a centralized validation mechanism, data quality suffered, making it difficult to gain a unified view of the customer base.
SOLUTION
Rebuilding for a single source of truth
7N led the transformation initiative to enable cross-system integration and improve data quality, providing the necessary structure to align data strategy with practical execution:
Identified and audited key systems containing customer data
Mapped processes from data creation to usage
Developed a unified definition of a customer based on user needs
Designed a structure to support a single source of truth
Introduced data governance to maintain quality data
IMPACT
Integrated, AI-ready data
The transformation laid the foundation for AI and advanced analytics and prepared for future service portal development.
Enabled a single source of truth through cross-system integration
Streamlined processes for a unified overview across functions
Improved data quality and consistency
Delivered structured data to support training of AI models
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