A Data App for Customer Success: How We Built Our One-Stop Customer Health Command Center

This post details the evolution of Hex's 'Account 360' from a prototype to a first-class customer investigation tool. It highlights the technical decisions made to unify data from Salesforce, data warehouse, Stripe, and support systems into a single data app. Key architectural choices include making data accessible via dropdowns and filters for non-technical users, balancing real-time needs with system performance by defining appropriate refresh cycles for billing, usage, and support data, and focusing on actionable insights over raw reporting. The app integrates Salesforce account ownership and tracks both committed and actual spend for flexible billing.