ProRail

ProRail, the manager of the Dutch railway infrastructure, receives questions and complaints through its website, and they end up in Microsoft Dynamics CRM. Names and addresses arrive in many spellings and formats, so the same customer could appear more than once.

Duplicates were stopped at the door instead of cleaned up afterwards. I connected every input channel of the CRM, both the web service and the browser, to HiQuality, software that matches names and addresses entered in different ways, so every new contact is cleaned on arrival. The same matching made search forgiving: a misspelled name or address still finds the right customer. I designed the solution and led the development team, working agile.

As a Lead Software Engineer, my responsibilities included:

• Designing the integration of HiQuality duplicate detection into Microsoft Dynamics CRM
• Connecting the web service and browser input channels, so every new contact is cleaned
• Extending CRM with an advanced search on names and addresses
• Leading and coaching the development team