Master Data Management Implementation for a Retail Banking Group — 12 Million Customer Records Unified

"We knew we had a data quality problem. We did not know it was preventing us from seeing £18M of cross-sell opportunity that was sitting in our own customer base."

— Chief Data Officer, Retail Banking Group

Post-acquisition, the bank had three customer databases that could not confirm whether a customer held products across all three entities. Regulatory reporting required a single customer view. KYC checks were being duplicated. Cross-sell was impossible without knowing total customer relationship value.

We implemented Informatica MDM Hub to create a single trusted customer record across all three legacy systems. Match rules were tuned across 6 months of testing to achieve 99.2% match precision. A golden record API was deployed to all downstream systems including the CRM, core banking, and regulatory reporting.

Duplicate customer rate reduced from 140% to 1.8%. Regulatory reporting that previously required 3 weeks of manual consolidation now runs in 4 hours. Cross-sell revenue increased by £18M in the first year as relationship value became visible.

Is this familiar?

Informatica challenges in BFSI — what we see most often

Businesses in BFSI running Informatica often face the same underlying issues: data quality problems that compound over time, automation configurations that worked at launch but have not kept pace with the business, and adoption gaps that mean the CRM captures only a fraction of what it should.

The challenge is rarely the platform itself. Informatica is capable of handling this complexity. The challenge is the implementation — the data model decisions, the integration architecture, and the process design that determine whether the platform works for the business or against it.

Celumai specialises in Informatica implementations and rescues for BFSI businesses. If the issues described in this case study are familiar, the causes and solutions are likely similar.