TELUS (TSX: T, NYSE: TU) is a dynamic communications and information technology company with annual revenues of approximately $15 billion and 15.5 million subscriber connections. TELUS provides a wide range of communications products and services, including wireless, data, Internet, voice, television, entertainment, video, and home security. TELUS Health is also Canada’s largest healthcare IT provider, and TELUS International delivers the most innovative business process solutions to some of the world’s most established brands.
“Informatica MDM empowers our call center agents with a current, unified view of each customer, helping them to connect with customers during each interaction.”
Business Need
- Enable an enterprise view of customers that can be used for marketing and analytics
- Enhance data governance and quality to improve accuracy, completeness, and compliance
- Capture customer data to drive targeted experiences and associated reporting
Challenges
- Identify new opportunities with a single view of customers and households across the enterprise
- Increase customer satisfaction by making it easier for TELUS to action data signals faster and improve customer interactions
- Enhance service to customers by driving consistent contextual personalization across all customer touchpoints
Solutions & Results
- Deploy Informatica MDM on AWS to define a single customer view along with household products owned in just six months
- Generate predictive insights and seamlessly interact with customers, leveraging an accurate, real-time view of their information
- Enhances customer interactions, avoids duplicate credit checks, and reduces call times, resulting in superior customer experiences
- Operationalize and scale Informatica MDM across the enterprise by embedding golden customer records into core processes such as marketing communications
- Enables targeted marketing campaigns for cross-sell and up-sell to customers based on their household demographic, product, and service details
- Improves call center efficiency and customer service by reducing the number of transferred calls and cutting call center volumes in half
