KPN is a leading European provider of fixed and mobile telephony, Internet, and TV services; with more than 4.5 million customers and annual sales of $8.5 billion.
“By introducing the 360-degree view of our customers and providing clean, trusted data in near real-time, Informatica is helping KPN raise the bar in terms of customer satisfaction, target customers with compelling cross-sell and up-sell opportunities and reduce marketing and sales time to market.”
Thomas Reichel
Business Need
- Disconnected customer view undermined ability to deliver fast, rewarding customer service.
- Fragmented customer view hindered success of marketing campaigns and resulted in a higher cost of operation.
- Lack of unified customer view resulted in missed opportunities for cross- and up-selling.
Challenges
- Provide sales and service representatives with a single view of the customer.
- Optimize customer data quality.
- Migrate data from 50 legacy systems into a Siebel CRM and Informatica MDM system.
Solutions & Results
- Increased projected average revenue per user by 5%.
- Decreased length of customer support calls by 10%.
- Reduced marketing and sales time-to-market through real-time interaction between target systems.
- Reduced annual customer churn by 10%.
- Increased call center productivity by 5%.
Products & Services
Informatica PowerCenter
Accesses, integrates, and delivers any and all data quickly and cost-effectively, without hand coding.
Informatica Data Quality
Transforms the way your business works by instilling trust in data at all times.
Informatica Data Explorer
Finds hidden risks, pinpoints structural issues, and stops quality problems from spreading in data.
Informatica MDM
Multidomain Informatica MDM improves operations by empowering business users with consolidated and reliable business-critical data—such as customers, products, channel partners, suppliers—and the relationships between data.
