Medical technology · Case study
Putting customer-data ownership into practice at a MedTech company.
A global MedTech company activated customer-data governance and designed how to manage complex hospital and buying-group relationships.
Client context
The business context.
A global medical technology company faced customer-service delays and inefficient operations because customer master data was inconsistent or unavailable when needed. Its commercial teams also struggled to represent the relationships between hospitals, hospital groups and group purchasing organizations.
Local spreadsheets and limited SAP functionality could not reliably capture changing customer affiliations. Data ownership and common standards were missing across countries, affecting segmentation, pricing, tendering and account planning. The company needed operational governance and a defined approach to managing these relationships.
The work
How the engagement was delivered.
Establish and operate the governance model
Defined data-owner, steward and champion responsibilities, decision forums and working processes. Acted as interim data champions, organized the issue backlog and trained the people taking over the roles.
Resolve problems through common standards
Used data cleanups and shared policies to address initial issues. Introduced common SAP partner-function rules, data-quality reporting and controlled workflows for creating and updating customer records.
Design how customer affiliations would be managed
Aligned relationship types, customer archetypes and commercial use cases across EMEA. Reviewed source systems and SAP integration, then defined the target architecture, ownership and phased implementation approach with the delivery partner.
What changed
Active governance and a defined next step for customer relationships.
The governance organization was staffed and activated across several EMEA countries, supported by a community of data owners and stewards. Initial data-quality improvements became visible in a dashboard, and new workflow tooling shortened the creation of controlled master-data records. The affiliation-management work produced an agreed solution concept, prioritized first use case and implementation estimates for the next phase.
Our services
Related areas of support.
Your next decision
