Scaling Without Silos: How One SaaS Company Fixed Its Entitlement Data Challenges for customer support function

Customer Background & Business Challenge

A global Human Capital Management (HCM) software company relied on Salesforce to manage customer invoices, contracts, and entitlements. However, as the company expanded organically and through acquisitions, its customer entitlement data became increasingly fragmented across multiple systems, creating data silos, operational inefficiencies, and inconsistent customer records.

Several challenges emerged:

• Multiple CRMs & Legacy Systems – Acquisitions brought in various CRM platforms, leading to duplicate data, mismatched records, and integration hurdles.
• Disconnected Internal Teams – Revenue Operations (RevOps) and Customer Experience teams managed entitlements separately, resulting in conflicting updates and inefficiencies.
• No Single Source of Truth (SSOT) – Entitlement records were scattered across Salesforce, acquired CRMs, and custom systems, making it difficult to verify what customers were entitled to.
• High Operational Costs & Manual Effort – Keeping agreements, entitlements, and support data in sync required extensive manual work, slowing response times and increasing overhead.

Without a centralized, accurate entitlement system, the company struggled to provide a seamless customer experience, maintain data consistency, and scale efficiently. The company needed a Single Source of Truth (SSOT) for entitlements to provide accurate, real-time access to customer data across teams.

Solution: Building a Unified Entitlement System

To eliminate data silos, inconsistencies, and manual inefficiencies, Pravartan implemented a Single Source of Truth (SSOT) for customer entitlements, ensuring accuracy, efficiency, and seamless cross-team access.

Key Components of the SSOT Solution:

• Input Tier: Data Integration & Pipeline – Aggregates entitlement data from multiple source systems, including Salesforce, acquired CRMs, and custom databases. Automated data ingestion ensures real-time updates with minimal manual intervention.
• Business Process Tier: Data Validation & Certification – Standardizes and validates data from different sources to create an accurate entitlement SSOT. Combines key data objects such as product details, accounts, and line items of contract. Identifies discrepancies and generates exception reports for review.
• Database Tier: Centralized Storage & Governance – Stores validated entitlement records, exception logs, and business-defined validation rules.
• Data Services Tier: Unified Access Across Teams – Serves real-time entitlement data to key business units, including:
  Revenue Operations (RevOps) – Accurate entitlement tracking for contract and billing management.
  Customer Experience Teams – Seamless access to entitlement details for faster, more accurate customer support.
  Marketing & Data Science – Reliable customer data to support targeted engagement and analytics.
• Exception Management – Integrated within the SSOT framework to automatically flag discrepancies in entitlement records. RevOps teams can review and resolve exceptions efficiently, eliminating the need for manual cross-checking. Improves data accuracy, operational efficiency, and customer experience by ensuring all teams work with a single, verified source of truth.

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Technology & Architecture

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Technology & Architecture

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The Entitlement Single Source of Truth (SSOT) system was built on a scalable, cloud-native architecture, leveraging MongoDB Atlas, Kafka, Node.js, and GraphQL to ensure real-time data processing, seamless integration, and high-performance access.

Key Architectural Components:

• Database Tier: MongoDB Atlas – Served as the centralized database, handling validated entitlement records, exception logs, and business-defined rules.
• Data Pipeline: Kafka – Ingested data from various source systems (Salesforce, acquired CRMs, and custom databases). Provided real-time streaming into MongoDB Atlas, ensuring continuous updates without delays or bottlenecks.
• Business Logic Tier: Node.js – Used to build data validation and certification workflows and automate exception handling, enabling RevOps teams to resolve discrepancies efficiently.
• Data Access & API Layer: GraphQL – Used to develop high-performance data services to provide real-time access to entitlement records for RevOps, Customer Experience, and Marketing teams.

Results: A More Efficient, Accurate, and Cost-Effective Entitlement System

• 15% Faster Customer Support Processing – The centralized SSOT system allowed teams to access accurate customer entitlements quickly.
• 10% Increase in Customer Satisfaction – Faster entitlement verification and real-time data access improved customer interactions, leading to quicker support resolution times and fewer escalations.
• Reduced Operational Costs & Manual Effort – Automated data synchronization between RevOps and Customer Experience teams, eliminating redundant processes and reducing dependency on manual updates.
• Higher Data Accuracy & System Reliability – Eliminating inconsistent entitlement records across multiple CRMs ensured that all teams worked from a single, trusted source of truth.
• Scalable & Future-Ready – The new system is designed for seamless expansion, enabling easy integration of new acquisitions, business units, and evolving enterprise needs.

Conclusion: A Unified, Scalable Approach to Customer Entitlements

The Single Source of Truth (SSOT) system enhanced operational efficiency and reduced costs. This investment provided a scalable, future-ready foundation for integrating new acquisitions and expanding business needs. With a strong data engineering backbone, automated workflows, and a unified source of truth, the company is now equipped to drive long-term growth, efficiency, and customer satisfaction.