Case Study: Chargebee reduces data request resolution time by 90% with Atlan

How a $3.5B Startup Broke out of the “Data as a Service” Trap with Reusable Data Products

Chargebee, a revenue management technology leader serving over 4,500 customers, was struggling with a growing flood of internal and customer data requests as its business scaled globally. Its data engineering team was stuck in a reactive “data as a service” model, fielding about 350 requests per quarter, with 70% of them for raw data, causing missed SLAs, escalations, and difficulty hiring for the role. To address the problem, Chargebee evaluated data and analytics tools and chose Atlan to improve self-service, data discovery, and metadata management.

With Atlan, Chargebee cataloged key tables and columns, added owners and metric definitions, connected Tableau, and created a single source of truth for data consumers. Chargebee also onboarded champions and prioritized the most relevant user groups for adoption. The results were strong: 50% more requests than expected were shifted to self-service, time to resolution dropped by 90%, and the team reported zero escalation requests after rollout.

Chargebee

Lavanya Gopinath

Senior Director of Culture & Systems