Case Study: Leading Telecommunications Company achieves omnichannel personalization and revenue growth with Informatica

Leading Telecommunications Company - Customer Case Study

One of Australia’s largest telecommunications providers, serving around 10 million customers with mobile, broadband, home phone and TV services, set out to become one of the country’s most‑loved service brands. The company faced fragmented, siloed customer and product data (including duplicate records), inconsistent experiences across web, phone, email, mobile and chat, and strict regulatory requirements for marketing preferences—making it hard to deliver personalized, omnichannel interactions or quickly spot trends in large data volumes.

The company implemented Informatica MDM to create a single, trusted customer view, used Informatica PowerCenter for richer data integration and analytics, and deployed Informatica Data Engineering Integration to accelerate ingestion into an enterprise data lake. The result was consistent, personalized service across channels, higher NPS and new revenue from targeted upsell/cross‑sell offers, improved compliance on marketing preferences, and faster big‑data insights with plans to move toward real‑time integration.