The toolset of TitanHQ consisted of Redshift data warehouse, SugarCRM, Tableau BI tool, Chargify payment processor and a ticketing platform. The customer data was siloed in the apps and there was a need to build a data analytics pipeline to get a 360 degrees customer view:
Management team wanted to get greater insights and align them with business goals by combining the data from these tools. For example, customer retention is a very important metric for the company here. The data needed to be combined from the CRM platform, Chargify, ticketing platform and from our products themselves to kind of help the customer success team measure their retention percentages, and maybe to create some kind of indicators of potential churn within customer accounts.
The first real challenge that the data engineering team faced was how to optimize time for writing Python scripts for data extraction in order to spend more time on creating reports in Tableau and doing other BI tasks as well.
TitanHQ’s engineering team also found that Redshift was not a perfect solution for them because of its cost and SQL capabilities.