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ADP

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Customer 

ADP is a comprehensive global provider of cloud-based human capital management solutions, business process outsourcing services, analytics and government compliance. From human resources and payroll, to talent management and benefits administration, ADP brings unmatched depth and knowledge in helping clients build a better workforce. ADP services more than 610,000 customers in 100 countries.

Challenge 

ADP was supporting a multichannel sales organization through regional call centers with eight instances of Clarify. This architecture prohibited a seamless client experience across regions, business units, and channels, while negatively impacting employee productivity.  These disconnected environments were having an adverse effect on client satisfaction and client retention as ADP was unable to gain a 360-degree view of its customer.

Solution 

Eagle Creek consolidated the Clarify environments into a single, existing instance of Siebel, which also necessitated an upgrade to meet the new performance and data volume requirements. Eagle Creek resolved the complex data integration and data reconciliation challenges of a customer 360-degree view by implementing Oracle’s Universal Customer Master (UCM) and Master Data Manager (MDM). ADP represents one of the largest UCM/MDM implementations in the world. Today, Eagle Creek continues to support this Siebel environment.

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