Imagine the picture-perfect scenario where all departments and employees across an organization have the same, current, and accurate information upon which they can rely to do their work and run their businesses.
In order for this to happen though, organizations first need a single source of truth for their dataset, one shared platform as the sole, trusted place to derive business insights; a place where all data lives; the source of the “golden record”. And they need procedures that will push data from the source out to integrated systems, keeping everything in sync.
With a single system of record there would be no dispute or questioning which metrics are more accurate. All customer data would be housed in one place, giving employees a clear customer profile.
This was the goal for Kindred Healthcare.
The Problem: Disparate Systems
Through various acquisitions, Kindred found themselves with multiple CRM-like platforms and other integrated data systems. Each division of the organization had their own dataset and their own processes. This resulted in a lot of company-wide data duplication, rife with inaccuracies, and outdated or incomplete information. Ultimately the problem became a complicated and convoluted mess of bad data.
“Our biggest source of bad data was a fragmented user base, and entering data in multiple tools without having knowledge of what might already be entered elsewhere,” said Josh Cates, Senior Programmer and Analyst at Kindred. “Additionally, our data validation at the point of entry wasn’t consistent across the various tools, allowing for too much variation in the data that we ultimately needed to merge into a single platform.”
Though the problem of dispersed and disparate data affected all functional areas of Kindred, it had its greatest impact on sales. As a result of the disjointed data, the sales team didn’t always have key information available about previous interactions with customers. In some cases, sales managers were unable to find the activities of their sales teams because the information wasn’t where they expected it to be. Searching for correct information, working from incomplete information, and the inability to track business was making it really hard to deliver on expectations.
The Plan: Make Salesforce the Master Data Warehouse
Kindred’s goal was to push all the disparate data over to Salesforce Sales Cloud, making Salesforce the system and source of record, acting as a master data repository. All Salesforce account records would act as the single source of truth. Further, Kindred needed to be able to link and update records integrated and alternate systems to their corresponding Salesforce account. Most importantly Kindred needed to do all of this both without creating new duplicate records and while also eliminating already existing duplicates.
“It was important for us to not only be able to dedupe the records as they were going into Salesforce, but also be able to go back to the source system and tie the source system together with Salesforce,” Josh said.
“When we began the process of moving all divisions into [Salesforce] we knew that integrating the data from all those sources was going to be problematic, so we started investigating solutions.”
That’s when Kindred turned to Cloudingo.
The Solution: Shuttling Data via the Cloudingo API
The Cloudingo Integration Web Service API provides the ability to use the Cloudingo platform from other enterprise systems. Cloudingo’s API gives Kindred the power to Sync, dedupe, identify master records, and manage data between Salesforce and other on-premise or cloud applications (ERPs, marketing automation systems, accounting platforms, etc.).
“We decided to move forward with Cloudingo because it let us clean the data as it was coming in to Salesforce from other sources, rather than having to get the data into [Salesforce] and then clean it,” Josh said.