European Airline Soars with Customer MDM: Achieving Single View for Personalized Experiences

Challenges.

• Fragmented customer data across multiple touchpoints and systems
• Lack of a unified view of customer interactions and preferences
• Need for improved personalization in customer experiences
• Desire to increase customer engagement and revenue
• Complex data integration requirements across various platforms

Solutions.

Coforge implemented a comprehensive solution using Informatica MDM as the foundation. The solution comprised four key components:

1. Salesforce: Implemented as the customer CRM system
2. Informatica MDM: Consolidated customer information and generated a Golden ID
3. Customer Insights: Big Data platform for in-depth customer analysis
4. Intelligent Integration: Middleware layer connecting all components for seamless data flow

Key highlights:

• Created a single view of the customer, integrating data from various touchpoints
• Improved customer service and personalized experiences across channels
• Dedicated MDM team instrumental in elevating customer satisfaction scores
• Resolved critical Match & Merge issue, fixing an Oracle bug and addressing duplicate records

The impact.

• 9.9 Customer Satisfaction Score achieved in 2023
• 27mn Duplicate records eliminated
• Single View Consolidated customer data from multiple touchpoints
• CSS Improvement CSS increased from 6.6 to 9.9