The merger of DNV Group and GL Group created the world’s leading ship and offshore classification society and a global leader of independent assurance and expert advisory services.

However, it also resulted in a siloed customer base across both organizations. Informatica MDM empowers the Norwegian company to access and cleanse this customer data and then integrate it with the new company’s data and systems. This enables DNV GL to deliver joined-up, consistent customer service and improved sales effectiveness. It reduces the risk of the merger process and accelerates its completion. And it ensures customers benefit from a dense global network, a world-class infrastructure and unprecedented depth of service offering.

Business Need

  • Increased globalization, rapid technological change and the need for sustainable development were the drivers behind the merger of DNV (10,000 employees) and GL Group (6,000).
  • The merged DNV GL Group creates one of the world’s leading ship classification societies and risk experts in the oil and gas, renewable energy and power sectors, and among the global top three within management system certification.
  • In a complex business landscape, the merger means joint customers will benefit from a dense global network, a world-class infrastructure and unprecedented depth of service offering.

 

Challenge

The new company had a fragmented view of customers spread across both businesses:

  • Customers in many countries (different address formats, varied spelling or name in local language, different character sets).
  • Unique customer characteristics; for example few, large customers in Maritime with long-standing business relationships and a high volume of smaller customers in other business areas.
  • Different cultures in each legacy organization led to different internal business processes.
  • No unique customer identifier across the merged organization.

 

Solution and Results

  • DNV GL standardized on a multidomain Informatica MDM to access and cleanse both companies’ customer data, and adopt a single, shared and authoritative view of customer relationships across the merged organizations.
  • For example, the company will have a single view of all Sales, Marketing and Project management activity on a maritime customer through the entire life cycle, enabling DNV GL to deliver more consistent customer service and improved sales effectiveness.
  • DNV GL is now able to create new accounts in 15 minutes, as opposed to 24 hours previously as a result of changed business processes and introducing MDM.
  • The solution is reducing the risk of the merger process and accelerating its completion, by integrating existing applications to a common information platform.
    • Enables DNV GL to view all customers in the same database.
  • DNV GL is increasing process quality and reducing response time; enabling efficient end-to-end processes between existing applications.
  • With implementation of MDM and establishment of Enterprise Data stewardship, it enabled the company to effectively monitor customer master data quality, correct negative data entry practices and quickly communicate the results of individual MDM processes.

 

Photo by Chris Karidis on Unsplash