CHALLENGES
DataGrail's customer success team had fragmented customer data across multiple tools with no single source of truth.
DataGrail's customer success operation faced a data consolidation challenge that slowed effective account management. The team was using multiple disconnected tools, with customer information scattered across Slack, Google Drive, Slap, and PlanHat based on individual preferences. This fragmentation meant no one had complete visibility into customer accounts, creating blind spots in account health and coordination issues across team members.
The data silos became more painful as DataGrail evolved their customer success strategy from managing commercial renewals to driving product adoption and value realization. The team needed comprehensive insights into customer health, engagement patterns, and product usage to identify at-risk accounts and track adoption gaps, but the scattered information made proactive account management extremely slow and manual.
"We needed a more systematic approach where everyone could access the complete customer story rather than having information scattered across different tools. The challenge was ensuring we had the most holistic view of our customers, in one main tool, to identify opportunities and risks."
Elias Kokaly, VP of Customer Success
DataGrail needed a unified platform that could consolidate customer data from multiple sources while providing intelligent insights to help the team proactively manage accounts and drive adoption across their platform.
SOLUTIONS
DataGrail leveraged Pylon's Account Intelligence to unify scattered customer signals into actionable insights through comprehensive data integration.
DataGrail chose Pylon's Account Intelligence after discovering the platform was already being used by their support team to replace Zendesk. Rather than implementing another standalone solution, they decided to leverage Pylon's Account Intelligence capabilities to create the unified customer intelligence system the team needed.
The implementation leveraged Pylon's extensive native integrations to systematically connect multiple data sources. DataGrail started with Slack channels, Salesforce integration, then progressively added calendar data, meeting notes, and other historical customer information. Most recently, they integrated customer product adoption data to understand deployment status versus purchased products.
The team built custom health scores using Pylon's AI formula capabilities, incorporating multiple variables including product adoption status, customer sentiment analysis, support issue volume, and engagement frequency. These formulas allowed DataGrail to define health scoring based on their specific business requirements rather than generic metrics.
The team also created specific account views to surface different customer information quickly, including an EBR dashboard to manage executive business reviews based on their standard operating procedures. These views allowed customer success managers and account executives to focus on relevant account segments while maintaining comprehensive visibility across their customer base.
"The beauty of Pylon is that once you have the right tools connected, it's very easy to generate prompts and start pulling key information about an account. The more data sources we add, the more impactful it becomes."
Elias Kokaly, VP of Customer Success
RESULTS
DataGrail transformed customer success operations from fragmented data hunting to unified account intelligence and proactive revenue management.
Pylon's Account Intelligence enabled DataGrail to shift from reactive customer management to strategic account optimization. The platform eliminated manual research across multiple systems while surfacing critical revenue insights that were previously invisible.
The most significant transformation came through automated adoption gap identification. DataGrail can now instantly see which customers are paying for products they haven't deployed, representing measurable contraction risk, while identifying customers using products beyond their contracts as expansion opportunities. This visibility was hard to gather manually across previously fragmented systems.
Other key results include:
- 6 data sources consolidated into single customer view (Salesforce, Slack, adoption data, etc.)
- Significant hours per week saved per CSM on manual account research
- At-risk accounts proactively identified in the last 4 months through automated health scoring and external risk monitoring
- Contraction risk identified from customers paying for undeployed products and expansion opportunities surfaced from customers using unpurchased products
The operational efficiency gains extended throughout the organization. Both Customer Success Managers and Account Executives eliminated time spent searching across Google Drive, Slack channels, and multiple tools for account information. With comprehensive customer intelligence readily available, account executives could enter renewal conversations fully prepared while customer success managers focused on driving adoption and value realization rather than data hunting.
DataGrail now manages accounts proactively rather than reactively. The platform's external risk monitoring identifies potential issues before they impact renewals, while comprehensive health scoring enables early intervention for at-risk accounts.
"Account Intelligence consolidated everything we need to know about our customers into one place. Instead of spending our time hunting for information across different systems, we now have automatic visibility into which customers are at risk and which ones are ready to expand. We can focus on strategic account management rather than just trying to piece together what's happening with each customer."
Elias Kokaly, VP of Customer Success