Informatica (NYSE: INFA), a leader in enterprise AI-powered cloud data management, today announced it has been certified by J.D. Power for providing an “Outstanding Customer Service Experience.” This is the fourth consecutive year the company has received this distinction in the prestigious Certified Assisted Technical Support Program℠. This program evaluates overall customer satisfaction and operational competence and recognizes companies’ effectiveness and success in customer service.
J.D. Power conducts annual audits and surveys with global organizations on various parameters. Our Global Customer Support (GCS) and cross-functional teams underwent a rigorous evaluation process against 95 best practices at our domestic and international locations. The research was conducted against a global benchmark of top-performing software support experiences.
“Receiving the J.D. Power recognition for the fourth consecutive year is a testament to the dedication of our team and our products driven by invaluable insights from our customers,” said Ansa Sekharan, Executive Vice President and Chief Customer Officer at Informatica. “This recognition comes as we integrate GenAI into every aspect of our product strategy. While our strategy continues to evolve, our goal remains unwavering: deliver best-in-class customer experiences and remain a leading force in the space with our AI-powered data management platform.”
Key Tenets
- Leveraged GenAI to enhance customer experience, integrating advanced capabilities like diagnostics, summarizations and knowledge creation into its business processes and products. This GenAI-powered integration has helped customer support engineers identify and isolate issues faster and improve productivity by over 40% in these categories.
- Introduced an in-product notification feature personalized for each customer, which expedites customer onboarding, delivers critical product updates and provides tailored customer updates.
- Launched Success Accelerators, a platform that offers self-service and high-touch engagements depending on customer preference. The success accelerator has helped customers access critical information faster and in their preferred format.
- In collaboration with customers and partners, Informatica reviews IDMC architecture and design artifacts, ensuring a consistent path to success for customers. The process helps eliminate unplanned delays and unpredictability. Informatica also offers a flexible service unit attachment model for broader customer engagement.
“The certification is designed to be very challenging, so when J.D. Power says that a brand delivers outstanding service, the world can have confidence that the organization was tested against rigorous operational standards, and has delivered outstanding service according to the customer,” said Mark Miller, Practice Leader for Customer Service Advisory at J.D. Power. “Informatica continues to perform above our benchmarks for customer experience in Enterprise Software. Earning this distinction for four consecutive years speaks volumes to its commitment to service excellence. We are proud to recognize this outstanding organization for taking great care of their customers.”
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