Case Study: KPN achieves a 360-degree customer view, 10% reduced churn and 5% higher ARPU with Informatica

Reduced marketing and sales time-to-market through real-time interaction between target systems

KPN, a leading European telecom with more than 4.5 million customers and $6.5 billion in annual sales, faced a fragmented customer view spread across 50 legacy systems. This disconnected data undermined fast, personalized service, raised operating and marketing costs, and led to missed cross- and up‑sell opportunities; KPN needed a single, trusted customer view and improved data quality as it migrated to a Siebel CRM and new master data management.

Informatica delivered a 360-degree customer view by consolidating and cleansing data with PowerCenter, Data Explorer, Data Quality and Informatica MDM, enabling real-time interactions between target systems and the Siebel CRM. The result: projected average revenue per user up 5%, customer support call length down 10%, annual churn reduced 10%, call center productivity increased 5%, and faster marketing and sales time-to-market.

KPN

Thomas Reichel

Senior IT Architect