Data Governance & Cleansing for a major global telecommunications provider 

PYGIO strengthened the client's data quality and governance posture, empowering ServiceNow to deliver high-confidence operational impact.

Business Requirements
Our client’s business implemented ServiceNow as its primary ITSM platform, consolidating multiple legacy data sources into a single source of truth.
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To fully utilize ServiceNow’s AI-enabled tools and support optimized automation, the client faced the need for clean, standardised, and enriched customer data.
Solution
To speed up this vision, PYGIO applied its data governance & quality toolkit, driving the client’s AI transformation with clear results and measurable impact. Our key objective was to conduct a ServiceNow data migration in two phases:
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• Data analysis & triage
• Data health scoring
• Data standardisation, deduplication & validation
• Data enrichment through 1st & 3rd party sources
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As a result, PYGIO delivered high-confidence golden source data that our client could rely on centrally across multiple business units.
450K+ 
Records cleaned overall
425K+ 
Records successfully enriched
217K+ 
Locations validated
25K+ 
Contact details & addresses validated
Project overview
Data enrichment process
Key steps of the data governance included: 
  1. Unpack data sources & diagnose the state of data quality
  2. Data cleansing:
    • Account deduplication. We used Machine Learning to cluster accounts based on similar semantic attributes, and validated the clustered data with experienced Service Managers.
    • Structural field validation
    • Sourcing missing data
  3. Define & map to ServiceNow target schema
  4. Automated data quality pipelines
  5. Ongoing reporting & monitoring
Objective: improve accuracy and completeness of contact & location data.
Key achievements:
  1. Standardised and business-ready data
    • Segmented client accounts for streamlined customer support.
    • Surfaced high-value accounts for improved white-glove support & engagements.
  2. Data enrichment
    • Successfully enriched data from first and third-party databases for improved customer insights.
    • Added key attributes, including employer name, email, and phone number.
  3. Ongoing, trusted data
    • Automated data cleansing and validation routines into automated pipelines, ensuring foundation data remains up-to-date and accurate for mission-critical workloads.
Client
Global TelCo provider
Industry
Telecommunications
Project start
2024 - present
Country
South Africa
Project focus
Data Governance
Services
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