# 674 hours saved. Leadership stopped cleaning data and started using it. *A Customer 360 on Workato reconciling Salesforce, Pendo, and Zendesk with auditable account matching: 674+ hours saved a year, 14x faster insights.* Canonical: https://onesolve.io/customer-stories/customer-360 Layer 03 · Connected AI Network Security Leader · Product Operations & Customer Intelligence 674+ Hours saved/year 14x Faster insights 12 hrs Time-to-insight (was days) The Client ## One customer, three systems, no single answer A network security leader's picture of each customer lived in four streams: Salesforce held the accounts and opportunities, Zendesk held the support history, and product usage arrived from two separate sources. As the company scaled, answering a simple question — how is this customer actually doing? — meant stitching them all together by hand. The Challenge ## Strategic leaders were doing data janitor work Product Ops spent roughly 13 hours per week manually reconciling data across those systems. Data mismatches and orphaned rows delayed critical insights by days. Leadership couldn't trust the data they had, so every strategic decision required another round of manual verification. Talented people were being used as a data pipeline. Our Approach ## Build a Customer 360 on explicit, auditable matching We built a Workato pipeline to ingest, normalize, deduplicate, and update a single-view Customer 360 from the core sources, with matching logic and governance to ensure reliable reporting. The key insight: trust comes from auditability. Every record in the 360 traces back to an explicit account mapping — exact Salesforce IDs where they exist, maintained mapping tables where product code names and system aliases don't line up. No black-box guessing, because a match nobody can explain is a number nobody will trust. It is the same governance-first standard we bring to every [Workato build](../workato.html). The Architecture ## Four sources in. One trusted record out. *Customer 360 data reconciliation architecture. Four sources feed the pipeline: Salesforce accounts and opportunities, Zendesk support history, and product usage from two separate sources, Pendo and product telemetry. A Workato pipeline ingests, normalizes, deduplicates, and matches them into a single-view Customer 360, which feeds unified leadership dashboards on a 12-hour refresh and Slack alerts triggered on specific data conditions. A governance layer of explicit account mapping, data-quality checks, and access controls spans the pipeline.* Salesforce, Zendesk, and two product-usage sources flow through a Workato pipeline into a single trusted Customer 360 — feeding unified leadership dashboards on a 12-hour refresh and Slack alerts triggered on specific data conditions. Design Principles ### Explicit, auditable matching Exact IDs where they exist; maintained mapping tables where product code names and aliases don't line up. Every match is traceable. ### Governance and data quality checks Not just ingestion, but validation at every step, with clear flagging when records don't meet quality thresholds. ### Access controls for trust If leadership can't trust that only the right people are writing to the Customer 360, the data integrity problem just moves upstream. ### Insight latency is a cost When decisions require waiting days for data reconciliation, that delay has a dollar value. We treated time-to-insight as a metric from day one. The Results ## Leadership stopped verifying and started deciding **674+ hours a year back.** The roughly 13 hours a week Product Ops spent on manual reconciliation went to zero — the pipeline does it on every 12-hour refresh. **Insights arrive 14x faster.** Time-to-insight dropped from days of stitching and verification to a standing 12-hour cadence. When a question comes up, the answer is already assembled — and condition-based Slack alerts reach the right people without anyone watching a dashboard. **The verification loop is gone.** Because every record traces to an explicit, auditable mapping, leadership stopped re-checking the data before using it. That trust — not the hours — is the real return, and it is what our [data and automation services](../services.html) are built to deliver. Technology Workato Salesforce Pendo Zendesk [← All customer stories](../customer-stories.html) [Next story: Order-to-Cash stabilization →](otc-stabilization.html) ## Is your team a *human data pipeline?* Bring us the reports nobody trusts and the reconciliation that eats every week. We'll show you what a governed Customer 360 looks like in a 30-minute working session. [Book a working session →](../contact-us.html) [Email us directly](mailto:hello@onesolve.io)