Case Study: Rabobank achieves major progress toward 80% online self-service delivery with Informatica

Rabobank Moves Closer to its Goal of 80% Online Services Delivery with Informatica

Rabobank, the Netherlands‑based multinational bank specializing in food and agricultural financing and sustainability‑oriented banking, set an enterprise goal to deliver 80% of retail B2C services through self‑service channels. Progress was blocked by poor customer data quality in its Siebel CRM—incorrect, missing or inconsistent records caused many online applications to default to physical channels, delaying onboarding, increasing costs and exposing the bank to KYC/AML and Dutch/EU data‑privacy compliance risks while relying on slow, manual weekly data fixes.

To address this, Rabobank deployed Informatica Data Quality and PowerCenter Real Time (plus address verification and integration tools) to allow data stewards to profile, cleanse and validate records via a browser interface and trigger remediation workflows in Siebel. The automated, near‑real‑time approach moved validation from weekly to daily, reduced failed online transactions, accelerated progress toward the 80% self‑service target, freed staff to focus on customer enquiries and strengthened regulatory compliance.

Rabobank

Anil Bandarupalli

Solution Architect for Data Management