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

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Overview.

A leading European airline embarked on a transformative "Customer First" initiative to deepen customer knowledge and achieve a single customer view. The airline aimed to deliver personalized experiences, improve engagement, and increase revenue per customer. Facing the complexities of customer data management, they sought a trusted partner to unlock the power of customer insights and revolutionize their approach to customer service.

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

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