Informatica Launches New Customer Success Offerings to Accelerate Business Outcomes
Company Earns Fifth Consecutive J.D. Power Certification and 2025 TSIA Star Award for Customer Success Excellence
Informatica (NYSE:INFA), a leader in enterprise AI-powered cloud data management, today unveiled major enhancements to its 2025 Customer Success Offerings, reinforcing its unwavering commitment to customer-centric innovation and operational excellence. These new offerings are designed to deliver faster return on investment, reduce total cost of ownership (TCO) and enable customers to realize greater business value from their investments in the Informatica Intelligent Data Management Cloud (IDMC) platform.
New 2025 Success Offerings include:
AI-Powered Automation Platform: Customers now benefit from three premium, customer-centric in-product capabilities on Informatica's Intelligent Data Management Cloud (IDMC) at no extra cost:
- Platform Insights offers personalized, data-driven recommendations that mitigate risk and lower overall cost
- Upgrade Intelligence provides predictive analytics to simplify release impact assessments and streamline testing.
- Deployment Automation automates software development lifecycle (SDLC) workflows with governance and audit capabilities.
- Business Impact Prioritization: 50% faster* target response times for high-impact incidents, now backed by automatic business impact analysis and 24x7 global coverage, so teams can restore services and service level agreements sooner.
- Priority Event Assurance: Customers now receive proactive, dedicated technical support during high-impact business events such as major product/ IDMC releases, production go-lives and cloud migrations. Through risk assessments, real-time monitoring and expert engineer involvement, customers gain confidence and stability during mission-critical transitions.
Recognized for Excellence by J.D. Power and TSIA:
The customer success offerings coincide with the announcement of Informatica's latest industry accolades, including the 2025 Technology & Services Industry Association (TSIA) Star Award and certification from J.D. Power for "Outstanding Customer Service Experience".
For the fifth consecutive year, Informatica has earned J.D. Power certification for Outstanding Customer Service Experience in Technical Support, surpassing the industry benchmarks for both customer satisfaction and operational excellence. To earn this distinction, Informatica customers were asked about their service experience for all assisted channels. Informatica went through a detailed assessment of their assisted service operation covering dozens of operational categories. This recognition reflects Informatica's continued investment in AI-led innovations that elevate the support experience and provide higher operational efficiency. Informatica's Quality of Service initiatives including real-time sentiment analysis and in-depth interaction reviews have transformed the feedback loop further strengthening soft skills and improving compliance. Building on a foundation of digital, value-driven content, Informatica has also extended in-product engagement beyond onboarding to drive adoption, enable self-service and deliver personalized product updates. Complementing these efforts, the revamped next-gen service health portal (Pulse) provided real-time system visibility, personalized release planners and actionable incident insights, reinforcing Informatica's commitment to transparency, trust and service excellence.
Additionally, Informatica has received the 2025 TSIA Star Award, one of the industry's highest honors, for a content strategy that directly improves customer outcomes. The award for Excellence in Content Strategy recognizes how Informatica's educational content empowers customers to accelerate product adoption, master new features and achieve their business goals faster. This recognition continues a trend of excellence, following Informatica's 2024 TSIA awards for its pioneering use of AI in knowledge management and customer value acceleration.
Quotes
"Informatica is invested in our success and works closely with us to understand our needs and quickly facilitate expert help where needed," said Craig Bradshaw, Technical Solution Architect, British Airways. "Informatica's support service is first rate and they quickly respond to issues as they arise."
"Informatica's dedication to the customer experience is evident in their results," stated Mark Miller, Practice Leader, Customer Service Advisory at J.D. Power. "Informatica has earned certification from J.D. Power for providing an Outstanding Customer Service Experience for its Assisted Technology Support for the fifth straight year. The certification evaluation process Informatica went through is very rigorous, and includes a detailed review of people, process and technology practices. The customer satisfaction standards cover all assisted channels and are very challenging to meet, so Informatica deserves our most enthusiastic congratulations."
"Informatica has demonstrated how customer-centric strategies, paired with data-driven insights, can transform renewal and expansion outcomes. Their success in defending renewal revenue while unlocking growth within their existing customer base exemplifies the spirit of the Excellence in Revenue Expansion and Renewals Award." — Thomas Lah, Executive Director & Executive Vice President, TSIA
"We sincerely thank J.D. Power and TSIA for these honors. This recognition for customer service and experience spotlights our commitment to delivering exceptional support that drives measurable business impact for our customers," said Ansa Sekharan, Executive Vice President and Chief Customer Officer at Informatica. "Alongside these accolades, we're thrilled to introduce new innovations as part of our 2025 success offerings release - most notably our in-product engagement which empowers customers to gain more value directly within their Informatica experience. By infusing AI across our customer engagement platform, we're reimagining how enterprises interact with Informatica, making every touchpoint smarter, more connected, and more intuitive."
About Informatica
Informatica (NYSE:INFA), a leader in AI-powered enterprise cloud data management, helps businesses unlock the full value of their data and AI. As data grows in complexity and volume, Informatica's Intelligent Data Management Cloud™ delivers a complete, end-to-end platform with a suite of industry-leading, integrated solutions to connect, manage and unify data across any cloud, hybrid or multi-cloud environment. Powered by CLAIRE® AI, Informatica's platform integrates natively with all major cloud providers, data warehouses and analytics tools— giving organizations the freedom of choice, avoiding vendor lock-in and delivering better ROI by enabling access to governed data, simplifying operations and scaling with confidence.
Trusted by approximately 5,000 customers in nearly 100 countries—including over 80 of the Fortune 100—Informatica is the backbone of platform-agnostic, cloud data-driven transformation. Informatica. Where data and AI come to life.™
Footnote: *Trial data is based on studies conducted by Informatica Customer Success Team
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Media Contact
Informatica Public Relations: [email protected]