1. Trillium Software Data Quality for Dynamics CRM

2. @CRMUG Trillium Software Trillium is a global provider and innovator of data quality solutions Part of Harte-Hanks (HHS-NYSE) with $1+B revenue and 6000 employees worldwide Over 2 decades in business with specific focus on data quality Enterprise software platform and domain expertise support 2,000+ implementations worldwide Our objective - “ Support organizations who strive for quality data to support on-going improvements in business performance ”..with deep data quality expertise CRM, CDI & MDM Single Customer view Vertical applications Business Intelligence Best in class, proven technology leader… Forrester Wave: “Leader” “Very threatening to competition” “Best in Class” 2013 Magic Quadrant: “Leader” 10+ years as “Leader”

3. @CRMUG Why Data Quality in CRM? User Entry In real time by a diverse set of users Standards Departments and channels have different needs and standards Application integration Receive data from other systems (e.g., customer support) Mergers and Acquisitions Multiple CRM systems integration List imports and external data Introduces bad or duplicate data, misaligned values, etc. Data degrades due to normal, everyday CRM business processes

4. @CRMUG Sources of Data Quality Problems Source: TDWI: Taking Data Quality to the Enterprise through Data Governance, Philip Russom, 2012

5. @CRMUG Functional Example: Jim R Peterson Bainbridge Financial 750 6 th Avenue, Suite 250 Manhattan, NY jrpeterson@bainbridge.com Contact First M Last Jim (James) R Peterson Account Bainbridge Financial Address 750 Avenue of the America’s Secondary Address Suite 250 City, State Zip+4 New York, NY 10015-0012 E-mail Address jrpeterson@bainbridge.com Existing Contact James Peterson Bainbridge Financial 750 Avenue of the America’s Manhattan, NY Existing Lead Jim Peterson jrpeterson@bainbridge.com Inbound Lead Cleansed Lead Lead to Leads Match Lead to Contacts Match

6. @CRMUG Trillium for Dynamics CRM Who LeadsAccountsContacts Custom Entities What Global rules for cleansing customer data Address correction and validation Duplicate detection and merging Where Online On- premise When At point of entry In place database processing During imports How Real time “in-page” Bulk processing for high volumes

7. @CRMUG New Input Record Bob Nicoli Alpha Imports, Inc. 501 6 th Avenue Manhattan, NY 10071 Phone: 212-345-5021 email: jnicoli@yahoo.com Trillium Software Matching & Linking Solution Trillium Cleansing & Intelligent Matching Logic Applied Title: Mr. First Name: Bob (Robert) Middle Name(s): James Last Name: St. John Gender: M Business Name: Alpha Imports, Inc. House Number: 501 Street Name: 6 th Ave (Avenue of the America’s) City: New York State: NY Zip Code: 10071-1021 Phone: 212-345-5101 Email: jnicoli@yahoo.com Cleanse and Prepare the New Record 1. Key word identification 2. Context sensitive analysis 3. Pattern recognition 4. Proper fielding 5. Data standardization 6. Address validation 7. Address correction 8. Append & enrich 9. Proper casing 10. Prepare for matching

8. @CRMUG Sales Contact Bob Nicoli Alpha Imports, Inc. 501 6 th Avenue, Suite 700 New York, NY 10071 Direct: 212-345-5000,ext.101 Mobile: 917-625-4546 jnicoli@alphaimports.com Customer Data Cleansing and Matching Across User Communities Service Contact Robert Nicoli Alpha Importers Co. 501 Avenue of the Americas Manhattan, NY 10071 Direct: 212-345-5101 jnicoli@alphaimports.com Service Id# 87005 Marketing Lead Rob Nicole AIC 501 6 th Ave. New York, NY Main: 212-345-5000 jbn55@yahoo.com Golden Record Robert (Bob & Rob ) NicoliDirect: 212-345-5000, ext.2101 Alpha Importers, Inc. Mobile: 917-625-4546 501 Avenue of the Americas Service Id# 87005 Suite 700 jnicoli@alphaimports.com Manhattan, NY 10071jnicoli@yahoo.com

9. @CRMUG New Input Record Bob Nicoli Alpha Imports, Inc. 501 6 th Avenue Manhattan, NY 10071 Phone: 212-345-5021 Standard De-Duplication Compared with Trillium Software Matching & Linking Solution Existing CRM Record Robert Nicoli Alpha Importers Corporation 501 Avenue of the Americas New York, NY 10071 Phone: 212-345-5012 Are These Duplicate Records? A.Standard Dynamics CRM Dedupe Logic B. Trillium Cleansing & Intelligent Matching Logic Applied A.Standard Dynamics CRM Dedupe Logic B. Trillium Cleansing & Intelligent Matching Logic Applied New Input Record Bob Nicoli Alpha Imports, Inc. 501 6 th Avenue Manhattan, NY 10071 Phone: 212-345-5021 Existing CRM Record Bob Nicoli Alpha Imports, Inc. 501 6 th Avenue New York, NY 10071 Phone: 212-345-5021

10. @CRMUG Country Specific Examples 200+ Countries Robust Single-byte 43 Countries Standard Multi-byte 3 Countries Robust Double-byte 4 Countries Basic Single-byte 182 Countries Ms Susan Peterson 61 railroad road suite 61 hamilton,mass Ms. Susan Peterson Ste 61 61 Railroad Ave South Hamilton, MA 01982-2218 Budi Agung Panjang 28 Kedoya Jakarta Barat 11560 Mr. Budi Agung JL. PANJANG NO. 28 KEDOYA JAKARTA BARAT 11560 INDONESIA 埼玉 さいたま 浦和区 常盤 1－9－20 スカイコート 405 田中 太郎 330-9586 埼玉県 さいたま市 浦和区 常盤 1－9－20 スカイコート 405号 田中 太郎 JAPAN Dimitris Pavlopoulos Stadiou 40 10564 Athens Mr. Dimitris Pavlopoulos Stadiou Street 40 105 64 ATHENS GREECE Input Output

11. @CRMUG Data Quality Management When, Where & Why CUSTOMER DATABASES Before Conversion CRM -Data Discovery -Data Assessment -Data Defined for Purposes - Sales - Marketing - Service -Business Rule Definition -Source Mapping Defined -Impact Analysis During ConversionPost Conversion -Data Migration -Data Mapping -Cleanse Sources -Apply Standardization Rules -Data Enrichment -Match, Link & Deduplication -Test, Measure & Confirm -Establish Data Foundation -Leverage Integrated DQ -Integrated Real-time & Batch -Cleansing -Enrichment -Matching/Deduplication -Monitor & Measure Metrics -Implement Stewardship function -Establish Governance Make CRM valuable to users by delivering information fit for purpose!!

12. @CRMUG Data Quality Supports Data Integration Migrations & Data Import Migrations & Data Import Microsoft SSIS Scribe Insight Scribe Online SSIS ™

13. @CRMUG Data Quality Value to CRM  Data Quality Impacts : – Operational and analytical decision making – Tangible insights into customers from accurate information – Customer service and retention – Customer expansion and growth – Overall trust in the system leads to strategic usage….or not – Accurate information leads to confidence in the CRM system and ultimately user adoption!!InformationQuality

14. @CRMUG User Adoption is Key http://www.crmug.com/member-resources/crm-online/drivinguseradoption.pdf CRMUG Whitepaper Driving User Adoption, August 2012 Top Five Excuses 1.I don’t trust the data. 2.I don’t know how to use the software. 3.It takes too much time. 4.It doesn’t follow our business process or work the way we work. 5.Management doesn’t use it, why should I? Top Five Common Causes of Poor User Adoption 1.Poor data accuracy and lack of a management plan 2.The application is not set up to work the way an organization does 3.Insufficient training 4.Missing executive sponsor 5.Several things can lead to confusion and frustration when learning new software

15. @CRMUG Trillium Software Partner Program Structured partner program Services & Software opportunities Referral, Resell & OEM models Education, training and go-to- market programs Joint marketing investments Enables growth and scale

16. @CRMUG Trillium software enterprise data quality

17. @CRMUG Trillium Software Solution for Dynamics CRM What’s in the Box? Global business rules for cleansing customer data and Global address validation Advanced Matching Algorithms to identify duplicates For use with: accounts, leads, contacts, customer address and custom entities Real-time, “In-Page” cleansing & matching Bulk processing facilities for larger volumes – Cleanse and Match on Data Load (via Dynamics Import or 3 rd Party ETL) – Cleanse and Match within database – Cross Entity Matching Lead to Contact and Lead to Account – Auto Merging of “high” confidence matches Ready for CRM 2013 – Trillium Duplicate Detection Popup providing advanced Merging Capability Data Quality Reporting and Metrics Security Role to control who access to Trillium Merging

18. @CRMUG Solution Architecture

19. @CRMUG Batch Application Microsoft Dynamics CRM Plug-In Trillium Software Data Cleansing & Matching Batch Process Flow Use Case - Cleansing and matching Existing Data inside of crm Save Record With Match ID Save Record With Match ID Identify Country Identify Country Trigger Update Trigger Update Save Results Save Results Standardize w/ local rules Standardize w/ local rules Enrichment Window Key Creation Enrichment Window Key Creation Enrichment Address Verification Enrichment Address Verification Enrichment Lat/Long Enrichment Lat/Long Candidate Selection Candidate Selection Merge/ Duplicate Reconciliation Merge/ Duplicate Reconciliation Query CRM for Records Duplicate Detection Job Run Automatically Duplicate Detection Job Run Automatically Trillium Advanced Matching Trillium Advanced Matching Save New Record Save New Record No Duplicates Were Found Yes Duplicates Were Found Manual Dupe Reconciliation or Auto Merge Optional Manual Dupe Reconciliation or Auto Merge Optional

20. @CRMUG Microsoft Dynamics CRM Plug-In Trillium Software Data Cleansing & Matching Transactional Process Flow Use Case – New Record or Update Existing Record in crm No Duplicates Were Found Trillium Merge Popup Trillium Merge Popup Identify Country Identify Country Save or Update Save or Update Save Results Save Results Standardize w/ local rules Standardize w/ local rules Trillium Advanced Matching Trillium Advanced Matching Enrichment Address Verification Enrichment Address Verification Enrichment Lat/Long Enrichment Lat/Long Save New Record Save New Record Merge/ Duplicate Reconciliation Merge/ Duplicate Reconciliation Candidate Selection Candidate Selection Enrichment Window Key Creation Enrichment Window Key Creation Yes Duplicates Were Found Manual Duplicate Reconciliation or Auto Merge Optional Manual Duplicate Reconciliation or Auto Merge Optional

21. @CRMUG Microsoft Dynamics CRM Plug-In Trillium Software Data Cleansing & Matching Data load Process Flow Use Case - Loading Data into crm Save Record With Match ID Save Record With Match ID Identify Country Identify Country Save or Update Save or Update Save Results Save Results Standardize w/ local rules Standardize w/ local rules Enrichment Window Key Creation Enrichment Window Key Creation Enrichment Address Verification Enrichment Address Verification Enrichment Lat/Long Enrichment Lat/Long Save New Record Save New Record Merge/ Duplicate Reconciliation Merge/ Duplicate Reconciliation Data Load Data Load Input File Candidate Selection Candidate Selection Trillium Advanced Matching Trillium Advanced Matching No Duplicates Were Found Yes Duplicates Were Found Manual Duplicate Reconciliation or Auto Merge Optional Manual Duplicate Reconciliation or Auto Merge Optional

22. @CRMUG Thank You!! Steve Shissler, Director of Alliances Sales Engineering +1 813-764-8905, office, Steven_Shissler@trilliumsoftware.comSteven_Shissler@trilliumsoftware.com Dave Pietropaolo, VP Global Alliances +1 978-671-6008, office, davep@trilliumsoftware.comdavep@trilliumsoftware.com