Case Study: Roche Diagnostics achieves automated CRM deduplication with Plauti

Roche Diagnostics automates CRM deduplication in 3 countries with Plauti

Roche Diagnostics faced significant data quality challenges within its CRM system, as repeated customer interactions created multiple records per person. This led to fragmented customer histories and duplicate communications. The process of merging these duplicates was entirely manual, handled by Global IT one record or small batch at a time, creating a substantial and frustrating workload for teams across different countries.

The solution was implemented using Plauti, which provided granular, rule-based automation for deduplication. Plauti allowed Roche to set specific merge criteria, run large-scale automatic merges, and apply intelligent rules to determine which record data to keep. This eliminated repetitive manual work, ensured data compliance, and stopped duplicate communications. As a result, admins were freed for strategic work, and the rollout, now live in three countries, has built confidence in the automated process.

Roche Diagnostics