With every merge or acquisition comes the complex and difficult task of evaluating the potential fit between parties and their organizations. In the due diligence process, ample resources are typically devoted to analyzing finances, operations, regulatory issues and the compatibility of mission, vision and culture. The area most organizations fail to properly scrutinize and plan for, however, is customer data and customer experience (CX) solutions. In most cases, system consolidation and customer data integration planning are handled after the acquisition when it is already too late.

Solvenna resources have expertise in evaluating customer data and systems. We can help quickly call out key areas of concerns or assure you were synergies exist. Adding us to your due diligence process can ensure you have properly identified and evaluated the impacts to the customer data following a potential merger. A few areas typically underestimated are:

Data quality

• Is their customer/patient data centralized or scattered throughout?
• Is the data stored in a manner that is actionable during customer interactions?

Loyalty programs

• How are points/rewards tracked?
• What vendors does the company use?
• How are the loyalty IDs propagated across other customer facing applications?

Martech solutions

• What tool(s) are used for campaign management? Targeting? Email marketing?
• What skills are in-house as opposed to outsourced?
• Is a DMP in place? CDP? Customer MDM? How do they fit into the customer data landscape?

Analytical environments

• Where and how are customer reports run today?
• Do they have a customer data warehouse or data lake?
• Is there any form of Next Best Action or Recommendation or Personalization algorithms in place? Are those reusable, portable, etc.?
• What skills exist internally vs. outsourced
• Batch vs. Real Time? Are all customer/patient updates or transactions sync’ed up with the warehouse purely on a daily or weekly basis? What tools exist to support real-time data movement?