Customer Acceleration Case

Customer Onboarding Acceleration in CluedIn — Step-by-Step Implementation Guide

Accelerate onboarding by using CluedIn to ingest, validate, enrich, deduplicate, and publish complete, compliant customer records to CRM and workflow systems. This guide shows you how to go from raw application data to a ready-to-work Golden Customer with SLAs, dashboards, and audit-ready governance.

Outcomes

  • Golden Customer (Person/B2C or Account+B2B Contacts) created automatically when requirements are met.
  • Readiness score and checklist (KYC/consent/completeness) driving downstream task creation.
  • Fewer manual touches via auto-standardization, enrichment, and duplicate prevention.
  • Faster time-to-first-action (e.g., welcome email, provisioning, contract activation).
  • Full audit & rollback for every transformation and decision.

Prerequisites

  • Source access: web forms, CRM leads, identity/KYC providers, e-signature, payments/billing, support/ITSM, legacy sheets.
  • Clarify your onboarding policy:
    • Required documents/fields (per segment/region).
    • KYC/sanctions/credit checks needed by product or jurisdiction.
    • SLA targets (e.g., 95% within 24h).
  • RACI: Stewards/owners must have Accountable access to governed objects.
  • Use a dedicated server/VM for heavy runs (ingestion/matching/toolkit)—avoid laptops to prevent timeouts.

Reference Data Model

Core entities

  • Lead / Application
  • Person (B2C) and/or Account (B2B) + Contact
  • Address, ContactPoint (Email/Phone)
  • Document (ID proof, contracts), Consent
  • KYCCheck / SanctionsCheck / CreditCheck
  • Subscription / Contract (optional)
  • Task / Case (stewardship or operational follow-ups)

Key attributes (examples)

  • Required fields by policy: Name, Email, Phone, Country, Address, DOB (B2C), TaxID/DUNS + Domain (B2B).
  • Evidence: KYCStatus, SanctionsStatus, CreditStatus, ConsentStatus, DocsReceived.
  • Derived: ReadinessScore, OnboardingStage, CompletenessScore.

Tags (suggested)

  • Standardized, InvalidEmail, InvalidPhone, InvalidAddress, MissingDocs, KYCRequired, KYCFailed, SanctionsHit, NeedsStewardReview, ReadyToCreate, ReadyToActivate.

Step 1 — Define Onboarding Policy & SLAs

Portal: Governance → Policies

  1. List mandatory fields & documents per segment/region/product.
  2. Define gating checks (KYC, sanctions, credit, consent).
  3. Set SLA thresholds and owners (e.g., “All retail signups KYC within 4 hours”).
  4. Translate policy into rule specs (see Steps 4–7).

Step 2 — Connect & Ingest Sources

Portal: Data Sources → Add Source

  • Web form/app feed (applications), CRM leads, e-sign, KYC providers, payments/billing, ticketing/ITSM.
  • Capture provenance: SourceSystem, SourceRecordID, IngestedAt.
  • Start with samples; then enable scheduled or event-driven ingestion.

Step 3 — Standardize & Validate Inputs (Pre-Checks)

Portal: Governance → Rules (Data Part Rules)
Create normalization rules before matching:

  • Names/Text: trim, case, punctuation, diacritics.
  • Email: lower-case; regex; tag InvalidEmail.
  • Phone: format to E.164; tag InvalidPhone on parse fail.
  • Address: parse components; ISO-2 Country; optional geocoding; tag InvalidAddress.
  • IDs: normalize TaxID/ABN/DUNS (B2B), DOB (B2C) validation.
  • Consent: standardize purposes/channels; store source & timestamp.

Step 4 — Identity Resolution (Duplicate Prevention)

Portal: Entity Matching

Person (B2C / Contacts)

  • Blocking: (Email), (Phone), (LastName + DOB).
  • Auto-merge: exact Email or exact Phone.
  • Candidate: Fuzzy Name ≥ 0.92 AND Address similarity ≥ 0.9 (same Country) → steward.

Account (B2B)

  • Blocking: (Domain), (TaxID), (Country + CleanNameSoundex).
  • Auto-merge: exact Domain or exact TaxID.
  • Candidate: Fuzzy LegalName ≥ 0.92 + Country guard.

Linking

  • Link new Lead/Application to existing Golden Customer when a high-confidence match exists—reduces re-keying and speeds onboarding.

Step 5 — Evidence & Risk Checks (KYC/Sanctions/Credit)

Portal: Data Sources (KYC/Risk) + Rules

  • Ingest results from KYC/AML/Sanctions/Credit providers.
  • Normalize statuses to a common schema (Passed, Review, Failed, Expired).
  • Rules:
    • If SanctionsHit=true → tag SanctionsHit, block readiness.
    • If KYCStatus=Expired OR DocsMissing=true → tag KYCRequired; create Task.
    • If CreditStatus < threshold → tag NeedsStewardReview or route to manual approval.

Step 6 — Golden Record Survivorship

Portal: Governance → Rules (Golden Record Rules)
Define attribute precedence and tie-breakers:

Attribute Precedence (high → low) Tie-breaker
Primary Email CRM > Application > Support > Marketing Most recently verified
Primary Phone CRM > Application > Support Valid E.164 + last confirmed
Address Verified delivery > Billing > CRM Most recent verified
Account Domain CRM > Verified from Email Domain Steward override
Segment/Plan Application > CRM Most recent
Consents Most restrictive wins per channel N/A

Derived

  • CompletenessScore and ReadinessScore (see Step 7).
  • OnboardingStage (Application → KYC → Contract → Activated).

Step 7 — Readiness Score & Checklist

Portal: Data Quality → Scorecards or Rules
Compute a ReadinessScore and a binary ReadyToActivate flag:

.