Fiber Optic Center: "Duplicate Check helps us to be aware, productive and successful"

“ Duplicate Check has boosted our productivity, prioritization and data quality insurance. ”

Kelly Michael Skelton Director of Digital Transformation

FOC is industry leader in several areas of specialization and expertise, the organization being a preferred choice for many of the world's fiber professionals. FOC has been helping customers make the best cable assemblies in the world for over two decades. The company aims to offer outstanding and personal customer service. In that respect, Duplicate Check is an essential part of their operation. The tool allows for the right quality measurement when dealing with customer data.

"Data quality is paramount to our long-term success at Fiber Optic Center", Skelton explains. "Our team members, whether it is our inside sales, technical team, marketing or customer service, interact with thousands of customers per week." FOC's goal was to provide their team with a clean CRM. "To deliver the best customer experience possible." Duplicate Check made this transformation happen, on multiple levels.

Automation and an advanced interface

Prior to using Duplicate Check, FOC relied on the standard Salesforce duplicate rules. "We migrated from our former CRM provider in the Spring of 2019. Once we had enhanced the visibility into our data from Salesforce, we sought out data quality providers like Duplicate Check. To help us adjust and stay informed."

First and foremost, Duplicate Check provided FOC with the means to automatize and streamline their handling of customer data. "Salesforce duplicate rules work very well, but we needed a provider that could offer automation and an advanced interface for dealing with potentially duplicated data", Skelton explains. "We needed less of day-to-day duplicate entry. Additionally, we wanted further insight when combining multiple customer databases and forming new integrations."

He continues: "Before Duplicate Check, everyone on our sales and data quality teams dedicated a small portion of their time to merging duplicate records from various systems. Now, we have one tool that is managed by our data quality team and that requires significantly less time."

One of Duplicate Check's strong suits is the ease and flexibility in which data can be rearranged, Skelton says. "We were particularly impressed by the ability to pull in a report of potential duplicates. We could merge critical fields right away, without ever having to access a record itself. Still, we maintained full control over what was merged."

“ Many of the savings of Duplicate Check come in the form of time or a more informed team member, when speaking with customers. ”

Kelly Michael Skelton Director of Digital Transformation

Great measurement of data quality

Besides the obvious advantages through the migration process, Duplicate Check continues to prove its worth: in the measurement of data quality, for example. FOC works more efficiently with Duplicate Check, as the tool keeps their team members constantly informed.

"It can even alert our team when a customer has transitioned companies inside our industry", Skelton points out. "We have tens of thousands of records. Sometimes the tool will show that a customer has moved on to a new position, before we learn it from our checkups or sources. Many of the savings of Duplicate Check come in the form of time or a more informed team member, when speaking with customers."

He elaborates: "Duplicate Check continues to keep our database complete and concise. We have data quality ratings, based on whether or not certain fields on an object are populated. The tool helped us to bring in records from several different former databases, in order to give our team a 360-degree view of a person or company."

FOC keeps track of the value Duplicate Check provided, and still provides. "We actively monitor our object record totals and the number of duplicates that we’re merging", Skelton says. "When we originally migrated, it was clear that we were combining lots of records with assisting information. Roughly 15-20% of our records required some form combination, when we initially migrated our former systems into Salesforce. Now, Duplicate Check’s role has transitioned into active data maintenance, eliminating the guess work around possible duplicates."

As FOC plans to add more integrations and third-party additions to their organization, Skelton feels confident that Duplicate Check will keep their database clean. "There’s no doubt that it has helped us be aware, productive and successful. Duplicate Check rapidly combined our systems and offers us peace of mind around our everyday data quality. I would advise any business to make a commitment to better data quality by choosing Duplicate Check."