Date: October 21, 2015

Author: Ashok Gunasekaran - Informatica


Informatica went on a journey to transform the customer experience to be based on customers' product usage data and interaction data. The unique approach involves creating a connected product, effectively and securely transforming the consumption data into valuable information to be consumed by both customers (through a cloud solution) and customer-facing organizations. Adding a splash of rich analytics has raised the value of the consumption data into business outcome drivers for customers. This platform not only helps customers to consume all the features of our products but has also been a revenue-generating support offering increasing our enterprise support attach rate by multifold.

In this session, we will discuss our strategies around consumption data acquisition, effective use of analytics, and delivery of value-added services through a new solution. We will also discuss use of consumption data by customer-facing functions in call avoidance, predictive escalation, and proactive customer reach-out programs.

Applicable Disciplines:
Service Revenue Generation-Recurring;Support Services

Growing Customers; Services Transformation; Customer Success; B4B; Business Outcomes

Functional Areas:
Operations;Service Delivery;Strategy