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

Senior IT Architect, KPN
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.
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Informatica Data Quality

Transforms the way your business works by instilling trust in data at all times.
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Informatica Data Explorer

Finds hidden risks, pinpoints structural issues, and stops quality problems from spreading in data.
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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.
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