When it comes to customer success, context is everything. But too often, the data that should drive conversations is scattered across systems: support tickets in Zendesk, usage data in product platforms, commercial details in Salesforce, even external signals like leadership changes or earnings reports.
For our teams, pulling this together used to mean hours of manual effort. Signals were often spotted late, and conversations risked focusing more on updates than on real value.
In this episode of our Agentic Builders webinar series, we showed how an agentic workflow can change that story, bringing customer data into one place, surfacing insights automatically, and equipping teams to have richer, more strategic conversations.
Why customer context gets lost
The challenge is familiar to many organizations:
- Data stuck in silos across CRM, support, product, and external systems
- Slow, manual stitching of signals into reports or prep notes
- Limited visibility into risk until problems become urgent
- Harder to spot opportunities early like positive adoption trends or expansion triggers
Fragmentation like this not only slows teams down, it also makes it harder to connect daily work to the outcomes that matter most: retention, growth, and customer satisfaction.
Rethinking Customer 360 with AI
Our opportunity was clear: let AI do the heavy lifting. Instead of teams manually pulling reports, reconciling data, and trying to make sense of trends, the workflow could:
- Aggregate signals from Salesforce, Zendesk, product usage, contracts, and even external sources
- Analyze and score risk across accounts automatically
- Surface insights in Slack or Box so teams can review them in the flow of work
- Equip CSMs with a “first point of view” before every customer meeting
The goal wasn’t to replace humans. It was to free them from chasing data so they could focus on what really matters: empathy, problem-solving, and building trust with customers.
How the workflow came together
Bhavin Patel, one of our principal solutions engineers, walked through how the Customer 360 agent was built. At its core:
- Driver–Worker architecture to orchestrate requests and responses
- Tools for each data domain: Salesforce for CRM, Zendesk for tickets, Box for contracts, SnapLogic platform data for usage
- Prompt Composer to guide LLMs in surfacing the right insights and avoid hallucinations
- Flexible outputs: a quick summary in Slack for fast prep, or a detailed PDF hosted in Box for executive reviews
The workflow not only aggregates data but explains how insights were derived, building trust in the results and making adoption easier.
What changed for our teams
Since rolling out this workflow, customer prep has transformed:
- Teams walk into executive business reviews and health checks already knowing what’s open, what’s resolved, and where adoption trends stand.
- Admin time is cut dramatically, freeing more capacity for strategy and relationship-building.
- Risks are flagged earlier, protecting renewals and gross retention.
- Expansion signals are surfaced sooner, helping to drive net retention.
And along the way, we uncovered hidden process gaps we wouldn’t have spotted without AI stitching the data together.
Lessons for builders
Two themes stood out as we built this workflow:
- Start with pain points, not perfection. Our first version pulled data from just two systems. Once the team started using it, adoption grew, and new tools and insights were added. Iteration beat waiting for the “perfect” design.
- Tie agents to outcomes. For us, success was measured in retention and growth. Aligning the workflow to these outcomes helped secure adoption and business impact.
- Bring people along. Technology alone isn’t enough. Training and embedding the workflow into daily routines built the confidence teams needed to trust and rely on it.
The bigger picture
This isn’t just about one workflow. What we showed in this session is that connecting the right data sources is the springboard to success. A Customer 360 agent doesn’t just save time. It shifts the conversation, helping teams move from routine updates to real value discussions.
The broader message is simple: building agentic workflows may seem daunting, but SnapLogic makes it easier than you think. Start with the systems that matter most, prove value quickly, and expand from there.
If you want to see this in action, join us for the next Agentic Builders webinar or explore the recordings. Each session is a step-by-step, use-case-specific guide to designing agentic workflows and connecting data across the tools you already use.
