Work
We resolved 100M+ customer records into one authoritative record across thousands of franchise locations
- 100M+
- Customer records resolved in the initial load
- Thousands
- Franchise locations integrated
- Four-digit
- API calls per second sustained at peak, design target
Background
The client, a multi-brand salon franchise operator, runs one of North America's largest franchise networks, with thousands of locations across the US and Canada. Each location ran its own point-of-sale system in isolation, with no central record of customer identity or visit history.
Problem
A returning customer could exist as a dozen different records, depending on the location, the visit and the staff member who entered the data. Nobody could recognise or serve that customer consistently from one location to the next. Customer interactions ran in the high millions each week, and a material share of that volume was genuinely new customers, so the gap widened daily.
Solution
We designed and implemented a centralized customer identity platform on Informatica IDMC, establishing one authoritative customer record across the entire franchise network.
- Resolved 100M+ customer records across all locations in the initial load.
- Designed match and merge rules and survivorship logic for the franchise data model.
- Built custom API endpoints in Informatica Cloud Application Integration for real-time exchange between point-of-sale systems and the identity platform.
- Engineered for six-figure daily transaction volume, multiple API calls per transaction, and sustained four-digit API calls per second at peak.
Outcome
One authoritative customer record across every franchise location, with real-time identity resolution at the point of service. The architecture was built to scale with franchise growth and to hold up against real-world customer data, including the duplicate and near-duplicate records that had fragmented the customer view.
Key numbers
| Measure | Value | Basis |
|---|---|---|
| Records resolved | 100M+ | Initial load |
| Locations integrated | Thousands | US and Canada |
| Weekly customer interactions | High millions | Client volume |
| Transactions per day | Six-figure | Design target |
| API calls per second at peak | Four-digit sustained | Design target |
Source: client programme data; Smith Consulting Group. Client name withheld.
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