Technology

When Routing Failed Because Data Was Unowned

Global Technology Company

Technology
When Routing Failed Because Data Was Unowned

Summary

Support routing kept failing, but the logic wasn't the problem — the data was. No one owned the definitions. We established shared definitions and a data strategy teams could use. Routing accuracy followed.

Moment

Support routing failures stemmed from fragmented, inconsistent, unowned data.

Tension

Keep tuning routing logic, or address definitions and ownership enterprise-wide.

Risk

Patching logic would compound inconsistency. A heavy governance program without adoption would become shelf-ware.

Execution

We assessed people, process, systems, and data, then established shared definitions, a taxonomy for entitlements, and an enterprise data strategy teams could actually use.

Outcome

Routing accuracy improved because teams routed based on what customers actually owned and used. Operations scaled on a foundation teams trusted because they understood it.

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