Success StoriesContact Master for Major Financial Institution
Top 5 US bank serving 70M+ customers
Business Need
Objectives Driving Transformation
A major financial institution required a unified, golden master contact record spanning more than 40 source systems to improve maintainability, cost efficiency, and rule-based governance. Fragmented contact data limited visibility into customer relationships and constrained segmentation strategies. Leadership sought to map customer relationships more effectively, enable compelling cross-sell and upsell offers, and reduce operational friction caused by inconsistent contact information across business units.
- Create a centralized golden master contact record
- Enable consistent application of business rules across systems
- Reuse and optimize existing connectors and technologies
- Improve customer relationship mapping and segmentation
- Increase sales productivity by reducing time spent reconciling data
- Lower enterprise data management and infrastructure costs
Establish a golden master contact record across business units to improve sales productivity, relationship intelligence, and enterprise data efficiency.
Challenge
Barriers to Progress
More than 40 source systems contained over 10 million contact records, making cross-system matching complex and error-prone. Locally built data solutions added integration variability and long-term maintenance concerns. Sales teams were losing approximately 20% of their productivity correcting, locating, and interpreting inconsistent contact data rather than focusing on revenue-generating activities. The organization also required flexibility to leverage future systems without rebuilding the mastering framework.
- 40+ source systems housing 10M+ contact records
- Complex cross-source contact matching requirements
- Disparate locally built systems with inconsistent integration patterns
- 20% sales productivity loss due to data reconciliation efforts
- Limited centralized governance and reusable integration components
- Need for future-proof architecture supporting system expansion
Solution & Results
What Paradigm Enabled
Paradigm implemented Informatica Customer 360 across all 40+ systems, delivering a governed golden contact record capable of supporting enterprise-scale matching and relationship mapping. Informatica MDM was installed and deployed across lab and pre-production environments to ensure controlled rollout and quality validation. The solution centralized contact visibility, standardized business rule enforcement, and enabled reusable integration connectors, creating a scalable and cost-effective data foundation.
- Centralized master contact view across 40+ systems
- Potential $7.8M in productivity gains by enabling sales teams to focus on selling
- $2M+ in annual savings across hardware, software, maintenance, and IT operations
- Reduced 20% productivity loss previously tied to manual data reconciliation
- Scalable architecture supporting future system integration
The institution now operates with a governed enterprise contact master that strengthens relationship intelligence, increases sales effectiveness, and reduces long-term technology cost and complexity.
$2M
In annual operations savings
20%
Productivity boost