BSI Turns Best-Practice Data Governance into a Habit of Excellence
 
 

BSI Turns Best-Practice Data Governance into a Habit of Excellence

BSI (British Standards Institution) is the United Kingdom’s National Standards Body and the originator of many of the world’s most commonly used standards. The company works with more than 64,000 clients in 150 countries to help them adopt and cultivate the habits of using best practices. BSI publishes more than 2,000 standards annually and helps organizations excel by addressing the most pressing issues of the day and by providing business improvement solutions across a variety of sectors, including aerospace, construction, energy, engineering, finance, healthcare, IT, and retail. BSI recently developed the sustainable-events standard for the London 2012 Olympic and Paralympic Games.

BSI used Oracle’s enterprise data quality management suite to create a single, accurate, complete record of each of its more than 64,000 customers in just one month. As a result, the accuracy of its customer and corporate data has improved by more than 20% to nearly 100%, and BSI can refresh information four times faster.

 
 

 
 

Challenges

A word from BSI (British Standards Institution)

  • "Oracle’s enterprise data quality suite provides a complete toolkit that allows us to implement best-practice data governance when consolidating intelligence from multiple sources across our organization." – Sean Francis, Head of Customer Insight, British Standards Institution

  • Optimize customer insight by creating a golden customer record for each client that captures the profile, purchasing history, relationships, and other attributes in a single view
  • Eliminate inaccurate, incomplete, nonstandard, multiformat, and duplicate customer and transactional data for a client database, growing 3% to 4%, annually
  • Improve ability to segment customers, increase marketing initiative effectiveness, boost sales per customer, and cut churn
  • Standardize formatting names, dates, and values in corporate and customer records to improve the performance and productivity of marketing, sales, and operations teams
  • Identify where additional customer intelligence can be captured during client interactions to improve the match between customer needs and services offered
  • Establish customer-satisfaction through key performance indicators (KPIs) that track each client’s experience and perceptions throughout the customer’s BSI journey to identify and rectify barriers and obstacles encountered when establishing standards
  • Profile and cleanse data using existing resources despite a 20%, year-on-year increase in data volume
  • Standardize categorizations of the standards publications, training documents, online and self-assess tools, and services sold via the online shop, British Standards Online (BSOL), to ensure consistent coding, description, and pricing formats

Solutions

  • Created a new business-intelligence platform by aggregating more than 5 million disparate data records, held in multiple databases and formats, into a set of unique, golden, customer records that span a four-year period and include transaction histories of products and services used
  • Replaced IT-driven manual and SQL-based cleansing tools with Oracle’s intuitive, business-user-centric suite of automated cleansing, matching, and profiling solutions
  • Adopted an automated methodology for deriving key customer metrics to drive commercial performance, such as for tracking increased numbers of customers, average value per client, cross-sales, and retention rates
  • Mapped nontransactional attributes, such as sector, number of sites, and employee numbers through unique customer identifiers that are used to build customer profiles
  • Integrated the business intelligence platform with a customer survey to understand drivers of behavior and to build needs-based segmentation
  • Provided customer insight capability through an online portal to deliver standard KPI reporting, guided customer analytics, and self-serve data access to build customer and prospect lists
  • Delivered a single customer view to 2,000 information workers in 60 countries which provided a consistent view of products and services purchased, responses to customer satisfaction surveys, and other BSI interactions
  • Embedded best-practice data governance and management processes within the organization
  • Reduced data contamination, improving customer information accuracy by 20%, to nearly 100% accuracy by deduping and merge-purging data to eradicate erroneous and duplicate entries
  • Eliminated inaccurate, incomplete, nonstandard, multiformat, and duplicate customer and transactional data for a client database that is growing 3% to 4% annually
  • Refreshed data four times faster
  • Achieved cost efficiencies as a result of targeted data acquisition by avoiding the purchase of duplicate records.
  • Improved marketing campaigns, growing sales by boosting cross- and up-selling opportunities and, in turn, providing a more complete BSI customer journey
  • Standardized product categorizations and consistent coding and descriptions to help BSI accommodate a 20% expansion in data volume each year without additional resources
  • Began process of standardizing, coding, and categorizing 60,000 standards publications, training documents, online and self-assessment tools, and services available at BSOL to streamline searches, downloads, and purchasing

Why Oracle

BSI chose Oracle’s enterprise data quality suite for its intuitive functionality, business-user interface, adaptability, and value.

"Robust data is critical to the sustainability and ongoing success of BSI’s business,” said Sean Francis, head of customer insight at BSI. “Oracle’s enterprise data quality suite has given us a credible management tool across a global platform that enables us to maximize our most valuable asset and improve our business.”