Case Study: FastWeb achieves a single customer view and up to 80% churn reduction with Informatica

Fastweb provides consistent, reliable data for more effective customer targeting

Fastweb, a Swisscom subsidiary and major Italian telecommunications provider of wireline, broadband and digital TV services, set out to extend ultra‑broadband coverage and drive a digital transformation focused on customer centricity and analytics. However, customer data was fragmented across multiple order management silos, an SAP ERP and an Oracle billing system, leaving support teams without a complete or reliable view of customers and making management reporting slow and error-prone.

Fastweb standardized on Informatica (MDM, Data Quality and PowerCenter) to clean source data and consolidate it into a unified customer hub, giving sales, marketing and service teams a single, consistent view across channels. The new platform delivered faster, more reliable reporting (including near-real-time order-to-activation metrics), enabled proactive, personalized service and is expected to cut churn by as much as 80% within three years while paving the way to integrate unstructured big data for higher ARPU and loyalty.

FastWeb