Building a Robust and Scalable Data Foundation for Superior Customer Experience

Industry: Technology

• Delivered expert admin support—managing infrastructure, product support, and access control—to ensure a smooth, scalable, and customer-focused environment.
• Streamlined architecture to support self-service analytics across business units, driving quicker responses to customer needs.
• Built a high-quality data delivery system with Snowflake and AWS, enabling faster insights that enhanced customer experience through data-driven decisions.

An award-winning, AI-powered customer service software company partnered with BlueCloud to create a unified system to unlock the value of data for their customers and for their teams. They needed a centralized, user-friendly, and secure data infrastructure that could support the company’s evolving needs, unlocking faster insights, improving user experience, and delivering world-class service to their customers.

The BlueCloud team helped the client modernize its data ecosystem by moving their data from Google BigQuery to a more scalable and cost-efficient solution centered around Snowflake. We built the Data Platform, with Snowflake at its core, enabling better data storage, processing, and visualization.  

The client struggled with transforming their data into insights due to inefficient, scalable workloads on Google BigQuery. Their goal was to rebuild their data infrastructure on a new platform to establish a strong foundational data model, better processes, and robust governance. They had been using Google BigQuery as a cloud-based data warehousing system. However, the company faced several challenges:

• High Costs: The existing system was becoming increasingly expensive to maintain.

• Lack of User-Friendliness: The platform was not as intuitive or accessible to users as desired.

• Scalability Issues: As the company grew, the system’s limitations became more evident.

• Fragmented Data Ecosystem: The client needed a holistic approach to data management that would integrate various data sources and visualization tools seamlessly.

Given these challenges, the client recognized the need to build a completely new data ecosystem with Snowflake as the central data warehouse.

BlueCloud played a pivotal role in designing and implementing a new data ecosystem leveraging Snowflake. Together with the client, we built a robust, scaling and user-friendly data foundation that enhances both team productivity and end-customer experience.

The key aspects of the solution included:

Migration Strategy and Implementation:

• Transitioning from Google BigQuery to Snowflake with minimal disruption.

• Setting up Snowflake accounts and instances from scratch.

• Creating a structured roadmap to move data systematically to Snowflake.

User Authentication and Access Control:

• Implementing secure authentication methods, including Okta, to ensure a safe and controlled access environment.

• Setting up VPN-based access for enhanced security.

• Defining user roles and permissions to manage data access efficiently.

Training and Onboarding:

• Conducting workshops and hands-on training for the client’s employees to familiarize them with Snowflake.

• Providing experimental Snowflake environments to facilitate a smooth learning curve.

Cost Optimization Strategies:

• Developing monitoring mechanisms to track Snowflake usage and control costs.

• Implementing best practices for optimizing resource allocation and data storage.

Integration with Visualization Tools:

• Establishing seamless connections between Snowflake and visualization tools like Tableau and Looker.

• Ensuring smooth data flow from Snowflake to these tools for enhanced data insights.

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Tech Stack

Key Achievements  

Data engineering and modeling: From Fragmented Sources to Unified Insights

The BlueCloud team streamlined the client's data infrastructure by ingesting and modeling data from six SaaS sources using Fivetran. We integrated the data into a consolidated Snowflake platform, enhancing analytical capabilities. Product data was stored in an AWS S3-based data lake, while analytical datasets were ingested into Snowflake, cleansed, and structured in a layered model for efficient access, governance, and performance.

Driving Operational Excellence through Governance and Insight

The BlueCloud team delivered governed, secure self-service analytics, empowering the client to monitor usage and optimize operational efficiency. We standardized access management and performed in-depth usage analysis to ensure the platform ran smoothly and effectively.

Modernizing the Data Backbone: Scalable, Secure Infrastructure Redesign

The BlueCloud team successfully unified multiple data platforms into a single Snowflake environment, streamlining data management and improving performance. By leveraging Snowflake on AWS, we implemented a secure, scalable, and cost-effective architecture built for long-term growth.

Post-Migration Partnership: Empowering Scalable Snowflake Operations

Following the migration from Google BigQuery to Snowflake, the customer relied on BlueCloud for expert administrative support—managing infrastructure requests, product support, and access control to ensure a smooth and scalable transition.

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Successes

• Lower operational costs due to optimized resource usage

• Improved data accessibility and user experience for employees and customers

• Enhanced security and governance through structured authentication and access control

• Greater scalability and flexibility, ensuring the platform evolves with business needs

• Transformational insights delivery

• A strong foundation for advanced analytics

• Multi-pronged funding: $800k+fromAWS/Snowflake/BlueCloud investment

• Efficient deployment and maintenance

• Millions in cost savings

By modernizing their data ecosystem and transitioning to Snowflake, the client achieved:

• Faster, Smarter Customer Service: Real-time insights empower frontline teams to deliver better support.
• Seamless Scalability: Data platform grows effortlessly with evolving product and customer needs.
• Increased Customer Confidence: Improved security, compliance, and governance reassure customers globally.
• Data-Driven Innovation: A strong analytics foundation paves the way for AI-driven experiences and product enhancements.

Ultimately, our client can now anticipate, understand, and serve their customers with greater precision and agility.

Next Steps

The transformation sets the stage for advanced analytics, machine learning integration, and deeper customer personalization — all powered by a modern, secure, and scalable data backbone.

Explore our Data Engineering and Data Analytics services to learn how we can help you turn data into operational insights and elevate your customer experience.