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Objectives
- Upgrade legacy Oracle MDM and Silversea MDM systems to a modern SaaS-based MDM platform.
- Consolidate guest records into a single unified view.
- Empower 3000+ customer support agents with better data stewardship tools.
- Improve guest data accuracy using AI-enabled matching capabilities.
- Enable personalized marketing and consistent guest experiences across all three brands.
Challenges
- Existing MDM systems were legacy and fragmented, impacting operational agility.
- Lack of a consolidated guest profile made personalization and customer service difficult.
- Manual data matching led to data duplication and inconsistencies.
- High dependency on legacy systems made integration with modern tools cumbersome.
- Marketing and support teams lacked access to real-time, accurate customer insights.
LumenData's Solutions
- Deployed Informatica SaaS MDM to consolidate guest records from Oracle and Silversea systems.
- Leveraged LumenData’s proprietary migration accelerator to move data from legacy to modern MDM platforms efficiently.
- Developed a custom-built Customer 360 UI to enhance data visibility and usability for 3000+ agents.
- Enabled AI-powered matching rules to improve data quality and reduce duplication.
- Implemented IDMC-based inbound and outbound integrations, ensuring minimal impact to existing upstream/downstream systems.
Business Impact
- Unified 360° customer view across 3 major cruise brands
- Faster, scalable MDM improving operational efficiency
- Improved guest personalization through accurate data
- Enhanced conversion rates via precise customer identification
- Better data stewardship tools boosting support experience and satisfaction
- More effective targeted marketing fueling business growth
