The two CRM databases were completely siloed and updated on a daily basis, often by users who did not have access to both databases
DNSW member details are held in two different Microsoft Dynamics CRM systems – the national NDSS database dating back to 1987 and a more recent 2011 DNSW database – each containing approximately 350,000 records. The two CRM databases are completely siloed and updated on a daily basis, often by users who do not have access to both databases. The CRM databases had never been cleansed and validation rules were minimal leading to the growth of many duplicates. This resulted in an unacceptable overlap of customer information, inconsistencies and incorrect data on one, or both, of the two databases with letters often getting sent to the wrong address and marketing opportunities missed.
DNSW required a single unique view that provided a true indication of all the people on both databases, identifying and consolidating duplicate matches and enhancing their own database with new government records that did not exist on the DNSW database and vice versa.