Customer Health Intelligence Platform
Converted fragmented operational data across hundreds of customer databases into daily executive-visible customer health intelligence.
Business Context
As the SaaS platform rapidly expanded, leadership had strong visibility into sales opportunities but limited visibility into how customers were actually using the product after implementation.
Customer Success, Sales, Product Management, and executive leadership needed objective operational data to understand product adoption, identify churn risk, support renewal negotiations, and prioritize customer outreach.
Challenge
Every customer operated within a dedicated SQL Server database, resulting in more than 400 independent customer environments.
Each database contained valuable signals about product adoption, but there was no centralized process for collecting, aggregating, or analyzing those signals across the platform.
The business possessed the data. It lacked the intelligence layer.
My Role
I designed, developed, and deployed an automated customer intelligence platform that transformed raw operational data into business metrics.
The solution included:
- SQL queries executed across customer databases
- PowerShell orchestration
- Python processing and metric packaging
- Scheduled daily execution
- Salesforce API integration
- Account-level metric updates inside Salesforce
Working with Sales, Customer Success, Product Management, and leadership, I helped define approximately 25 customer health KPIs, including last administrator login, most recent inventory updates, recent textbook distributions, product utilization, and engagement indicators.
Business Outcomes
- Automated customer health reporting across 400+ customer environments
- Defined approximately 25 standardized product-adoption KPIs
- Created daily visibility into customer engagement
- Enabled proactive churn-risk identification
- Supported Customer Success outreach and adoption planning
- Informed renewal strategy and pricing discussions based on usage
- Enabled Tableau executive dashboards and scorecards
- Created business visibility that had not previously existed
Lessons Learned
Organizations often possess enormous operational data but lack the ability to convert that data into decision intelligence.
The value was not simply querying databases. The value was standardizing product signals, mapping them to customer records, and making those signals usable by executives, analysts, Sales, and Customer Success.