Unified Customer 360 with Salesforce Data Cloud
Mid-Market SaaS Company
Business Context
The organization and its strategic environment
A $320M B2B SaaS company with 4,500 enterprise customers needed to unify customer data across sales, support, product usage, and billing to reduce churn and identify expansion opportunities. Annual churn was 18% — well above the 12% industry benchmark.
Technology Landscape
Systems and infrastructure before DGT
Salesforce Sales Cloud (underutilized), Zendesk for support, Stripe for billing, Mixpanel for product analytics, and a custom data warehouse on Snowflake with no real-time sync.
The Challenge
What the client was facing
Customer data was siloed across 4 platforms with no unified view. CSMs could not see product usage alongside support tickets and billing status. Churn signals were detected too late — typically after the customer had already decided to leave.
The DGT Solution
How DGT addressed the challenge
DGT implemented Salesforce Data Cloud to unify all customer signals into a single real-time profile. We built predictive churn scoring models, automated health score dashboards, and triggered proactive outreach workflows when risk signals appeared.
DGT Accelerators Used
Delivery Approach
How DGT executed the engagement
Two-phase approach: Phase 1 focused on data unification and health scoring (8 weeks), Phase 2 on predictive models and automated workflows (6 weeks). Weekly demos to the CRO and VP of Customer Success.
Governance Model
How the engagement was managed
Joint DGT-client product owner, weekly sprint reviews with CS leadership, data quality council for ongoing governance, and monthly executive readout.
Timeline & Phases
The execution roadmap
Data Architecture
2 weeksSource mapping, identity resolution design, Data Cloud configuration
Integration Build
4 weeksAPI Hub connectors for Zendesk, Stripe, Mixpanel, Snowflake
Health Scoring
3 weeksCustomer health model, dashboard build, CSM training
Predictive Models
4 weeksChurn prediction, expansion scoring, automated workflows
Optimization
3 weeksModel tuning, playbook creation, knowledge transfer
Risks Addressed
Key risks DGT mitigated during the engagement
Why DGT Won
What set DGT apart in this engagement
Outcome Metrics
Measurable before-and-after results
| Metric | Before | After DGT |
|---|---|---|
| Annual Churn Rate | 18% | 10.4% |
| Expansion Revenue | $12M/yr | $15.4M/yr |
| Risk Detection Lead Time | 2 weeks | 3.1 days |
| CSM Portfolio Coverage | 45 accounts | 68 accounts |
The Impact
Headline results delivered
"We went from detecting churn after the fact to preventing it weeks in advance. DGT's Data Cloud implementation changed how we think about customer success entirely."
Sarah Chen
VP of Customer Success, Mid-Market SaaS Company