Unison

Totango Unison is a unified customer data and insights platform that consolidates fragmented customer information from multiple systems into a single, actionable view. It helps organizations improve customer success operations by standardizing data, harmonizing lifecycle metrics, and ensuring consistent health scoring and engagement workflows. With Unison, teams gain a dependable foundation for scalable customer success initiatives, enabling clearer decision‑making and more predictable customer outcomes.

Features

• Unified customer data model consolidating accounts, contacts, usage, and engagement metrics.
• Normalization and cleansing tools to standardize data from multiple systems of record.
• Customizable health scoring framework aligned with customer lifecycles.
• Automated synchronization of data from CRM, product analytics, billing systems, and support tools.
• Centralized KPI dashboards for visibility across customer segments.
• Lifecycle mapping to align customer journeys with operational processes.
• Built‑in governance controls ensuring data quality and consistency.

Capabilities

• Integration with SaaS ecosystems including CRM, marketing automation, ticketing, and data warehouses.
• Real‑time updates of customer health indicators and usage signals.
• Cross‑team collaboration tools enabling shared views of customer status and actions.
• Segmentation engine powering playbooks, campaigns, and proactive lifecycle programs.
• Rules-based data transformations to support complex enterprise workflows.
• Support for multi‑product, multi‑region, and multi‑team customer structures.
• Scalable architecture designed for large customer databases and high‑frequency updates.

Benefits

• Improved clarity and alignment across sales, customer success, and support teams.
• More accurate forecasting and risk detection through unified customer health insights.
• Higher operational efficiency by eliminating data silos and manual reconciliation.
• Better customer experience driven by consistent, data‑informed engagement.
• Increased retention and expansion potential through proactive, insight‑driven programs.
• Faster onboarding of teams and systems thanks to a standardized data foundation.
• Stronger strategic decision-making supported by reliable, real-time customer intelligence.