Case Study: TELUS achieves personalized engagement for 14M customers and halves call center volume with Informatica MDM

TELUS Connects with 14 Million Customers in a Personal Way

TELUS, a leading Canadian communications and IT company serving roughly 15 million customers with about $15 billion in annual revenue, faced fragmented customer data across multiple lines of business and billing systems. That fragmentation prevented a single, up‑to‑date view of customers and households, making it hard to deliver consistent, personalized experiences, identify cross‑sell opportunities, and equip call‑center agents with the information needed to resolve issues quickly.

TELUS deployed Informatica MDM Customer 360 Cloud on AWS (with data quality and verification services) and operationalized golden customer records across marketing, call‑center apps, and a data lake in just six months, ingesting batch and real‑time feeds from multiple sources. The unified customer and household view enabled targeted cross‑sell/up‑sell campaigns, cut incoming call volumes by about 50%, reduced transfers and call times, and eliminated external credit checks for roughly 18% of wireless and 7% of wired applications—improving customer experience and operational efficiency.

Telus

Jennifer Yim

Manager of Data Supply Chain and AI