What’s New in Oracle Customer Hub 8.2 v? It’s time to find Your Golden Customer – Part 1

Dears,
It’s been a while we talked about Master Data Management specially my favorite topic Golden Customer Record. I am quiet excited about the new Oracle Customer Hub 8.2 v application and its advanced features. For next few blogs I will be covering these features in details. Hope you will find this useful.

Do you really know Your Customer?

Fragmented inconsistent Customer data hides revenue recognition, introduces risk, creates sales inefficiencies, and results in misguided marketing campaigns and lost customer loyalty.. You’ve been analyzing terabytes of customer data for years. You’ve told your customers and stakeholders that your organization is customer-centric. But your customer data is unreliable and it’s affecting your ability to retain customers, minimize fraud and manage privacy. According to Forrester, 92% of companies believe having an integrated view of customer data is either “critical” or “very important.” Only 2% have actually achieved that goal.

Why have only 2% of companies achieved a 360 Degree Customer view?
· Because customer data integration (CDI) isn’t just about customer relationship management (CRM). Customer data is often created and maintained in non-CRM systems, so different departments have different view of the customer.
· It isn’t about repurposing your data warehouse. A data warehouse is an analytical solution, not an operational, transactional solution.
· And it isn’t about building your own customer master application. That’s too risky–and expensive. Building instead of buying will keep you mired in data model design for years.

Oracle Customer Hub (Siebel UCM)
Oracle Customer Hub (also known as Siebel Universal Customer Master or Siebel UCM) is Oracle’s lead Customer hub solution. Oracle Customer Hub (OCH) leverages the unrivalled domain expertise of the Siebel platform to deliver a rich and complete CDI solution with many unique capabilities. OCH’s comprehensive functionality enables an enterprise to manage customer data over the full customer lifecycle: capturing customer data, standardization and correction of names and addresses; identification and merging of duplicate records; enrichment of the customer profile; enforcement of compliance and risk policies; and the distribution of the “single source of truth” best version customer profile to operational systems.

Oracle Customer Hub (OCH) 8.2 is a major release of the Customer master solution of the Oracle Master Data Management (MDM) portfolio, probably one of the largest in several years. This release’s ambition is to help organization turn their data into true corporate assets. It is focused on 3 major themes: best in class data governance, end-to-end data quality, and pre-built integration.

· Best in class data governance relates to
o The availability of the first tool of the market built to address the needs of Data Governance professionals: Data Governance Manager
o A new module enabling best in class hierarchy management with the inclusion of Hyperion Data Relationship Management within OCH providing analytical MDM and hierarchy manipulations capabilities.
o MDM analytics
o Enhanced stewardship capabilities
· End-to-end data quality provides a complete framework enabling controlled path to higher data quality levels for the enterprise, the visible part of MDM projects
· Pre-built integration through enhanced web services and Application Integration Architecture provides faster deployments because MDM is pre-cabled to consuming apps made “MDM Aware” .
New Enhanced Features of Oracle Customer Hub 8.2 V
Oracle Siebel OCH 8.2 includes a rich set of features providing an end-to-end data governance solution. The key components that constitute data governance include
· Data Governance Manager
· Advanced Customer Hierarchy Management
· MDM Analytics
· List Import
· Advanced Data Stewardship

Data Governance Manager (DGM)
DGM is a solution targeted to help organizations with the centralized administration of enterprise data governance. It delivers a new web 2.0-like user interface that simplifies hub operations by enabling organizations to easily monitor and track key hub data quality metrics and the sources of bad data, while also allowing easy access to data repair operations. DGM has been built to meet the requirements of data governance professionals especially in the area of
· Define and communicate data definitions, policies and business rules
· Operate consolidate, share and cleanse hub functions
· Monitor hub operations and track sources of bad data in the enterprise
· Fix data issues proactively and help tune data quality rules

Oracle Data Governance Manager (DGM) provides an intuitive graphical user interface as the single management destination for data stewards and business users alike. Using DGM, data stewards can easily perform stewardship operations on cross-departmental data in a centralized place. The DG overseeing group can also manage the data stewards performance and workloads and generate data quality assessments to monitor and demonstrate progress for continued executive support. DGM serves as a place to define and set enterprise master data policies and to monitor and fix data issues. It also helps operate the different functions in the MDM data lifecycle: Consolidate, Master, Cleanse, Share and Govern, and is designed around these functions, giving easy access to them

Master
The Master section shows the number of records that have been created and/or updated within a given period of time. DGM shows results for contacts and/or accounts and allowing for drill-down to individual records. This information gives insight into the activity that has taken place in the MDM hub.
Consolidate
In Consolidate, DGM helps operate data consolidation tasks with a workbench that creates, manages and monitors batch import activities. Data stewards are can start batch import jobs into the MDM hub very quickly and directly from DGM. The steward can also view completed and pending jobs, as well as perform any immediate correction of rejected records from a previously run batch job.
Cleanse
Poor data quality can increase the cost and complexity across the enterprise. DGM enables continuous monitoring of data quality within the MDM hub by tracking data quality metrics around completeness, at a record and attribute level. It shows the data quality level for the MDM hub and all registered external system, allowing data stewards to monitor the data and identify bad sources of data that they can then resolve accordingly.
Share
DGM shows detailed information on the MDM hub‟s real-time activity in its Share function. It shows the number of updates, merges and unmerges that have happened in the system in a given period of time.
Govern
Governance involves keeping track of and defining data metadata and rules that will ultimately dictate how the enterprise data runs. DGM provides a working queue for manual resolution cases for the data steward. It also provides easy access to multiple administration and rule definition screens of the customer hub. Additionally, DGM links to reference documents to view the agreed upon data definitions. Finally, it acts as a dashboard to access data remediation tools, such as Data Watch and Repair.

We will see the next feature "Advanced Customer Hierarchy Management " in my next blog tommorow, Thanks the support and encouragement I received from readers of my blog which keeps me driving and contribute everyday.

Your Loving Partner and Companion

DC*