Technology

When Routing Failed Because Data Was Unowned

Global Technology Company

Summary

The logic worked. The data did not. The decision was patch rules or fix ownership and definitions.

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.

Approach

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.