Case Study: Verizon reduces 26.6M calls and improves customer experience with Informatica

With Informatica Big Data Management, Verizon serves its customers with a consistent experience across all channels

Verizon, the industry leader in wireless customer retention, faced a growing data challenge: massive, rapidly increasing clickstream and multi‑channel customer data that demanded hourly loads and complex, resource‑intensive parsing and analysis to understand the customer journey and prevent churn. To maintain its best‑in‑class retention rates and deliver exceptional service, Verizon needed a scalable way to collect, manage and act on cross‑channel data.

By deploying Informatica Big Data Management with Hadoop and Teradata—and leveraging out‑of‑the‑box transformation capabilities—Verizon simplified complex parsing and pivoting, enabling real‑time cross‑channel analytics. The solution drove a jump in self‑service and a major drop in call volume (26.6 million fewer calls in 2015 vs. 2014), while allowing Verizon to streamline web transactions, pinpoint improvement and growth opportunities, reduce churn, and deliver more personalized marketing and experiences.

Verizon