Salesforce customer 360
Unifying Gartner’s Service, Research and Advisory teams on Salesforce. Transforming fragmented data silos into a single source of truth, enabling a proactive and seamless experience for internal teams and global clients.
Time line
12 weeks
Client
Gartner
Role
Lead UX Designer and Researcher
The Solution
Unifying the "One Gartner" Experience
A unified Customer 360 Platform that serves as the single source of truth for all Gartner professionals serving a single client.
Key Features and business impact
Integrated 360° View:
A centralised dashboard that provides a holistic view of all service activities, upcoming interactions, and open tasks across account teams.
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Reduces manual tasks.
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Refocuses time on actual client tasks.
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Consolidates all primary tasks and key data points into one record.
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Shared view and understanding of each peers tasks and workload.
Home page for Gartner's Service agent
AI-Data-Driven Decision Making:
Leverages Einstein Discovery to provide "Actionable Insights," such as likelihood to renew and specific "how to improve" recommendations based on client engagement history.
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Fast decisions based off of real time data and machine learning recommendations
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Speed up workflow by 200% by avoiding chasing down peers to get a wholistic view on a client.
Client profile page. Focused on the collaborative tab.
Contextual Actionable Insights:
A streamlined record page for individual seat holders, surfacing engagement history and research interests to prepare experts for high-value client calls.
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By providing internal teams clear data and recommendations on the clients needs and historical decisions - enhances the clients experience by having an educated point of contact.
Automated Information Sharing:
Real-time notifications, shared "Success Plans" and "Service Requests" allow Sales, Service and Advisors to co-author strategy, solutions and next steps to stay aligned on the client goals in real time.
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@mentioning other areas in the platform to pull in data into real time conversations.
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@mention colleagues for tasks or call outs prior to their client engagement.
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Einstein your AI agent there to support with recommendations and actions.
Live collaborative working Quip doc, embedded within a service ticket.
The Challenge
The "Silo" Tax on Client Experience
Gartner’s internal teams [Sales, Service, and Research & Advisory] operated in silos, each using disparate data sources and manual workarounds.
The Key Problem
Fragmented Client Visibility Without a single source of truth, Gartner appeared "fragmented" to clients. Account teams lacked visibility into activities outside their immediate roles, meaning a Client Partner might be unaware of a critical research inquiry handled by an Analyst.
This led to:
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Manual Data Digging: Users spent excessive time searching for information rather than performing high-value activities.
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Lack of Context: Service associates often inherited clients with little to no historical context, impacting the quality of the first interaction.
The How
From disjointed silo teams to a single source of truth.
The solution was built through a rigorous 12-week engagement divided into four distinct phases to ensure technical feasibility and user alignment:
Discovery (Weeks 1–4)
Conducted 30+ stakeholder interviews to identify user needs across all roles.
Insights & Co-Creation (Weeks 5–6)
Hosted workshops where users collaborated on potential solutions and mapped key processes.
Experience Model (Weeks 7–10)
Developed journey maps and high-fidelity concepts focused on six guiding principles: Simple, Relevant, Collaborative, Automated, Empowered, and Trusted.
Experience Vision (Weeks 11–12)
Validated designs with users and vetted them for platform feasibility to create a final implementation roadmap.
