Deliver Superior Customer Support with Customer Data Management
The Informatica solution for customer centricity enables customer data management by providing your billing, marketing, sales, service, and support departments with a single, trusted and complete customer view of all interactions. This solution shows each customer's entire payment history, including the products they own, the services they use, and the type of support they access. It also reveals hidden but valuable relationships in data, such as household or account relationships, as well as real-time information that may impact service—for example, if a corporate customer has left the company or if a customer's IT system has gone down.
- Deliver quick, complete, and accurate customer service using a single, trusted and complete customer view
- Keep costs in check by determining and delivering the appropriate level of support based on a customer’s value to your company
- Improve customer satisfaction and retention by delivering a consistent customer experience
Customer Data Management Challenges
Customer support and service representatives have one view of your customers. The sales team has another. The billing department has yet another. The operational, transactional, and analytical data on which your customer support teams depend is stored in different systems and locations—both on premise and in the cloud. Complete customer data isn't there when your reps need it. It's not shared. And it's not consistent.
Make sure everyone in your company has a single, trusted and complete view of the customer through enhanced customer data management. This is particularly important for the customer service reps, so they can deliver the appropriate level of service that keeps customers coming back and keeps profits going up.
Informatica Solution for Customer Centricity Solution Key Features
Master data management to create a single customer view and a 360-degree view of customer relationships within the context of CRM or other business applications and to link customer data across the enterprise, even if business units need to maintain their own customer definition
Data quality to automatically identify and resolve incorrect, incomplete, and inconsistent information with customer data management
Data services to synchronize customer master data and relationships with any CRM applications or business intelligence applications and to create a virtual view of customer interactions by federating transactional data with CRM systems
Customer data integration and cloud data integration to synchronize transactional data with CRM systems located on premise or in the cloud
Complex event processing to monitor customer interactions to alert your company of service issues or opportunities in real time