Case Study: Etiqa achieves a 360-degree customer view to grow and retain customer relationships with Informatica MDM

Etiqa Grows and Retains Customer Relationships Using a 360-Degree View of Customer Activities

Etiqa, a leading Malaysian life and general insurance and Takaful provider and subsidiary of Maybank Group with a large agency network and branch footprint, faced intense market change after detariffication and the competitive pressures that followed. Compounding this, mergers left customer data fragmented across legacy systems so that service teams saw different records for the same person, producing a product-centric view that hindered seamless service, pricing agility, and cross-/up-sell opportunities.

Etiqa deployed Informatica’s customer-centric master data management (MDM) solution, integrated with ACORD standards and implemented with partner Emerio, to create a single 360-degree customer view, golden records and trust-score governance. The MDM hub (with social-login and portal integration) delivered accurate unique identifiers, improved data quality and easier system integration—enabling competitive, personalized pricing, better cross- and up-selling, higher customer retention, and measurable revenue growth while simplifying compliance and ongoing data governance.

Etiqa

James Lee

Head of Channel Applications & Enterprise Architecture