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 Customer Hierarchies

Erin Byrne's profile image
Erin Byrne posted 08-01-2022 15:51
I am interested to hear how others manage the customer hierarchy for new accounts.  Currently, when a new account is created and validated, one of the last manual steps is to determine how the customer hierarchy should look and create the relationship.  The DnB Connector automatically creates the DnB relationship for the DnB hierarchy so that is working fine for us.  Have others found a more automated way to do this through a script or some other method to avoid the manual effort for the customer hierarchy?

Thank you,
Erin Byrne
Curt Pearlman's profile image
Reltio Partner Curt Pearlman
Erin, 
In the case of the DnB hierarchy, the hierarchical structure has already been researched by DnB and is updated over time, ready for Reltio to ingest as you've experienced. In Life Sciences there are 3rd party companies such as IQVIA and Definitive Health, etc.. that also provide hierarchical information for Organizations. This info comes in flat file csv format and you can ingest it as a set of relationships in Reltio which then form a hierarchy if you configure your L3 and the UI to interpret the data in that manner. The real question in your case is, what would be the source of the non-DnB hierarchical that you have in mind?
Erin Byrne's profile image
Erin Byrne
Hello Curt,

I saw your response but cannot answer directly so I am adding another post with more details.  Currently, the Customer Hierarchy View shows a single node for any new account that is added.  The data stewards must manually add it into the customer hierarchy to look like DnB hierarchy.  There may be some changes, but if the DnB hierarchy could be cloned to the customer hierarchy when a new account is created, that would take care of most situations for us.  We would have some exceptions to manually handle, but this would cover most.

Ultimately, I am wondering how other customers manage their Customer Hierarchy view and if it is chiefly a manual process for them like it is for us.

Thank you,
Erin
Curt Pearlman's profile image
Reltio Partner Curt Pearlman
Erin, responding to your 2nd post..
So I see what you mean now. Yes I think its a fine idea to launch a little script, asynchronously, that scans the DnB hierarchy and replicates the structure but uses a different relationship type to form the "Customer Hierarchy". I've done this in the past successfully. I'm quite interested to hear others' perspectives on this. In my experience there are various structures that tend to exist simultaneously, each representing a different business purpose. Often times the hierarchy that is maintained within Salesforce is replicated into Reltio along side the DnB hierarchy, and displayed in its own facet separate from the DnB hierarchy facet. The Salesforce users usually structure their hierarchy to support specific go-to-market sales motions or territories and thus the structure is oftentimes different than the DnB hierarchy which is the "legal" form of the customer's organization. I'm going to guess within the Reltio UI, most Reltio Data Stewards do not author a hierarchy from scratch but likely will only edit an existing one that came from another source like Salesforce, and may do so to fix data issues that came over from the source. Eg. sometimes when ingesting multiple sources you might encounter a "loopback" scenario where an Account refers to itself as a parent. So that is something that might need to be fixed in Reltio and then traced back to a source data issue for remediation. Or oftentimes the hierarchy that came over from Salesforce isn't really valid because the sales rep didn't do enough research or was a bit hasty when creating it, and so the Reltio Data steward might be tasked with doing the deeper research (internet searches, reading articles about recent mergers and acquisitions) to fix the hierarchy in MDM, collaborating with the sales team, and then push the changes back to Salesforce. 

Again, interested to hear others' perspectives on this topic
Curt