Case Study: French Multinational Insurance Firm achieves a 360-degree customer view and empowered agents with Informatica MDM

Going Customer-Centric Enabling Better Customer Conversations

A regional office of a French multinational insurance firm — a worldwide leader serving millions across Asia with life, general, and health lines — faced siloed, policy-centric legacy systems that created duplicate customer records and prevented agents from seeing a complete, actionable view of each customer. The business needed a customer-centric approach to deliver personalized service, identify cross-sell opportunities, and be certain about customer relationships as part of its digital transformation.

The firm implemented Informatica MDM (with existing Informatica data integration) to fuel Salesforce with trusted, unified customer profiles and operationally empower agents. As a result, agents now access a single 360-degree view to have better conversations and identify cross-selling opportunities, the business can count unique customers with certainty, and the program has accelerated digital transformation and ongoing improvements to sales and service channels.