Solve It Stories - Informatica II

SOLVE IT STORIES TALES OF CUSTOMER SUCCESS FROM OUR PARTNERS How Informatica helped The Travel Corporation speed up its data processes. THE CHALLENGE The Travel Corporation (TTC) is a travel and leisure group operating in over 60 countries with 35 offices and more than 10,000 staff around the world, serving more than 1.5 million customers annually. The group is comprised of 30 brands, which include independently managed tour operations, hotels, and river cruise ships, some of which have been in operation for more than 40 years. TTC used Salesforce as its CRM, but its set up required a lot of manual processes that were largely change resistant. With a team of eight developers needed to maintain it, and service delivery to the business taking several months, it needed additional assistance to speed up its processes. TTC began looking The Travel Corporation is passionate for a more efficient and effective way to integrate over 50 other about providing the best customer systems with Salesforce, including an Oracle data warehouse, experience, with high-touch, highly multiple flat files from e-commerce sites, and booking data from tailored services. As we moved into a numerous reservation systems. With an aggressive deadline, it more digital era the need for accurate, needed a cloud-based solution that worked seamlessly with cleansed, real-time customer data was Salesforce, while being flexible enough to accommodate over critical to the company’s business 500 users and multiple customer hierarchical views. model and future strategy. Adding Informatica Cloud MDM to Salesforce THE OPPORTUNITY allowed us to gain a true 360-view of Businesses often need a way to pull numerous sources of data into a our customer data and interactions trusted CRM environment that provides a full view of the customer. across brands, regions, and channels. HOW DO THEY ... Sarah Hillman GLOBAL HEAD OF CRM AND DATA · Gain a single, consistent view of their global customer purchase patterns for sales and marketing? · Improve reporting for household purchases and customer demographics? · Leverage multi-source data for greater customer insights and more customized and tailored service offerings? In the case of TTC, it sought to find a technology that could help it understand and respond to its customers’ demands as it continued to scale. It was able to do this with the help of Informatica.

SOLVE IT STORIES TALES OF CUSTOMER SUCCESS FROM OUR PARTNERS THE SUCCESSFUL OUTCOME By adopting Informatica Cloud MDM for Salesforce, TTC was able to automate many of its manual processes and reduce the time and resources needed to administer its Salesforce instance. Informatica Cloud MDM helped eliminate duplicates in the database both upon implementation and on an ongoing basis using its duplicate prevention layer in the Contact and Account creation process. With just a small internal team and one vendor managing all data management, TTC was able to go live with Informatica within a few months of purchase. THIS HAS RESULTED IN ... · A reduction in the time it takes to import daily data from 36 hours With Informatica, data is readily to 60 minutes. available to all our staff and · The ability to identify and fix errors and re-import data in real time. digital channels so they can · A days-long reduction in setup time by automatically uploading provide a truly personalized complex territories, sales manager, and account ownership rules service throughout the for more than 500 users. customer journey. · The ability to roll up YOY reporting by using Cloud MDM to Sarah Hillman summarize and store multi-dimensional data. GLOBAL HEAD OF CRM AND DATA Using Informatica to automatically integrate and cleanse data from multiple different sources into one home allows TTC to gain a plethora of customer insights in order to drive their service and business decisions. CONSIDERATIONS FOR CUSTOMERS TO MAXIMIZE EFFICIENCY, CUT COSTS, AND EMBRACE PROCESS MANAGEMENT · Customers should be mindful not just of the data sets they would like to analyze, but also the quality of that data. Bad data in equals bad data out, so when looking to integrate data into analysis, it is also a good time to consider data quality and data governance. · Since datasets are always changing and growing, the possibilities are endless for deriving new ways to better serve customers. Be creative and don’t be afraid to ask the “what if” questions. Learn more about Informatica’s solution for data cleansing, consolidation, and hierarchy management on AppExchange.