From manual to automated: How Databricks mastered hyper-growth
Background
Why Databricks needed to rethink its services operations
As a global leader in Data Intelligence and AI solutions, Databricks empowers businesses to harness data, solve complex problems, and drive innovation.
As demand for its services surged, Databricks found its team under mounting pressure. Manual project creation, delayed forecasting, and fragmented collaboration systems were creating operational roadblocks.
Processes that once worked no longer scaled. Subscription-based services made revenue recognition increasingly complex, while inconsistent customer feedback loops limited Databricks’ ability to continuously improve customer satisfaction. External delivery partners lacked real-time visibility, creating risks around service quality and timelines.
To keep up with its trajectory, Databricks needed more than incremental improvements. It required intelligent automation, unified data, and scalable systems built for growth.
"Certinia has been instrumental in our ability to scale and optimize our professional services operations. The platform's automation and real-time visibility have empowered us to deliver exceptional value to our customers while maintaining operational efficiency."
Challenge
Barriers to scalable, data-driven services delivery
As project volume surged, manual processes and disconnected tools strained the Databricks team’s ability to scale.
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Manual project creation backlogs
Growing project volumes overwhelmed manual workflows, creating significant backlogs in project setup and initiation. Teams struggled with delayed project starts, mounting administrative work, and increasing pressure to meet customer expectations—all while trying to maintain business momentum during hyper-growth phases. - Inadequate revenue forecasting methods
As Databricks expanded its subscription-based service offerings, existing forecasting approaches lacked the sophistication needed for accurate financial planning. Disconnects between project timelines and revenue recognition created blind spots in financial visibility, hampering effective risk management and strategic decision-making. -
Fragmented customer feedback systems
Scattered feedback collection methods prevented Databricks from systematically capturing and analyzing customer input. Manual surveys and disjointed processes led to incomplete insights, limiting the company's ability to make data-driven improvements to service quality and customer experience. -
Limited partner visibility and coordination
Managing partner-delivered projects proved challenging due to insufficient visibility into progress and activities. Disconnected systems created alignment issues with external consultants, raising concerns about maintaining consistent service quality and delivery standards across all partnerships. - Insufficient data for strategic decision-making
Without comprehensive analytics, Databricks couldn't fully demonstrate its team's impact on broader business objectives. Decision-making relied heavily on assumptions rather than data-driven insights, limiting the organization's ability to measure and communicate value effectively.
Solution: Automation, visibility, and forecasting: the Certinia impact
Automated project management workflows
Advanced revenue forecasting capabilities
Intelligent customer feedback automation
Real-time partner collaboration platform
Data-driven analytics and insights
Automated project management workflows
Advanced revenue forecasting capabilities
Intelligent customer feedback automation
Real-time partner collaboration platform
Data-driven analytics and insights
Results:
Certinia delivers the scalability Databricks needed
The strategic implementation of Certinia delivered transformative results, helping Databricks achieve scalable, efficient professional services operations.
Certinia’s professional services automation software eliminated project backlogs, enabling Databricks to launch thousands of new projects annually with ease and efficiency.
With advanced professional services forecasting, the company gained clear visibility into subscription-based revenue—enhancing financial planning and fueling confident, data-driven decisions.
Automated feedback systems directly supported improving services delivery and helped improve customer satisfaction through higher response rates and actionable insights.
Real-time visibility from Certinia’s partner management software ensured consistent quality and alignment across partner-led projects.
By running Certinia on Salesforce, Databricks seamlessly connected sales and services—breaking down silos and unlocking full services delivery optimization.
Looking ahead, Databricks is scaling with confidence—armed with the tools, insights, and agility to deliver exceptional results and lead the future of data-driven services.
What our clients say
- Tyler Flora
- Senior Director, Professional Services
- Kurt Kuelz
- Vice President - Global Customer Outcomes
- David Laffineuse
- Worldwide Director of Service Delivery
- Mark Conklin
- Senior Director of Operations