One Customer. One View. ⚡
Transforming fragmented customer data into a unified, actionable view for better support decisions.
Before
😵 "Where is the customer data?"
🔍 "Multiple tools, no clarity"
After
🚀 "Everything in one place"
📊 "Better decisions, faster"
PROBLEM
Fragmented data
Poor unification
SOLUTION
DataCloud
Unified Profile
1 View
Unified Data
Improved Experience
↑ CSAT
↓ Escalations
Better Insights
🧩 Context
Support Engineers lacked a unified customer view, relying on multiple tools and fragmented data sources.
🎯 Mission
Centralize customer data into a single, scalable view to improve support efficiency and personalization.
⚠️ Challenges
-
Fragmented customer data
-
Limited visibility in Service Console
-
Inconsistent data quality
-
Multiple team dependency
🧠 What I Did
-
Led UCP backend redesign & migration
-
Integrated Data Cloud architecture
-
Improved data unification logic
-
Enabled new expertise metrics (Trailhead)
-
Drove stakeholder communication accross multiple team
⚙️ Solution
Delivered a scalable Unified Customer Profile powered by Data Cloud, consolidating Expertise, Account Insights, and Support Data into a single Service Console component.
📈 Impact
📊 Unified customer visibility
⚡ Faster support decisions
📈 Improved CSAT
🔄 Scalable data foundation