Customer Support Operating System
Gave every customer-facing team member an identical, real-time view of every account — in the tools they were already using.
Aircall's customer success team was operating from a patchwork of legacy SQL dashboards — each pulling data independently, with no guarantee that two team members looking at the same account were seeing the same numbers. Misaligned figures created friction internally and occasionally surfaced in client conversations.
Build a single source of truth for customer health metrics and surface it consistently to every customer-facing team member — replacing the patchwork of legacy dashboards with a live, centralised view pushed directly into the tools the team was already using.
The foundation had to be a single source of truth: customer health metrics defined once, calculated consistently in the warehouse, and pushed to every downstream system from there.
Totango was configured as the operational layer where the team managed tasks, tracked health scores, and ran playbooks. Salesforce was the system of record for account data. Both were fed from the same canonical warehouse models — so a CSM in Totango and an account executive in Salesforce were always looking at identical numbers for the same account, removing the possibility of misaligned conversations internally or with customers.
- 01Audited the existing SQL dashboard landscape: catalogued every metric in use across the team, identified definition inconsistencies, and agreed canonical calculations with customer success and sales leadership.
- 02Built the single-source-of-truth models in the warehouse: canonical customer health metrics calculated once, documented, tested, and versioned.
- 03Configured the Salesforce integration: account health metrics populated automatically from warehouse models into Salesforce account records, replacing manual entry and ad-hoc SQL lookups.
- 04Configured Totango as the CS operating layer: health scores, account timelines, and playbook triggers all driven by the same underlying warehouse metrics as Salesforce.
- 05Built the account health views and automated playbook triggers in Totango, giving CSMs a complete picture of every account without leaving their operating system.
- 06Trained the customer success team on the new system and established the governance process for proposing changes to metric definitions.
- Every customer-facing team member operating from identical account metrics, in real time, within their own tools
- Manual SQL dashboard maintenance eliminated across the CS team
- Salesforce and Totango in continuous sync from a single source of truth
- Metric governance process established — new health metric definitions requiring documented rationale and sign-off before being built
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