An automated Power BI reporting solution for customer service combined Salesforce data and other sources into three targeted views — one for the leadership team, one for the operational team, and one for the customer service line.
The automated Power BI reporting solution for customer service made it possible to analyze data extensively across the entire company. The solution provided three distinct views: one for the leadership team, one for the operational teams, and one for the customer service line. Each view has its own performance metrics that support everyday decision-making.
Salesforce integration and Power BI
An effective solution leverages existing Salesforce data and provides a powerful analytics tool through Power BI. In addition, the data model was enriched with other data sources.
Customer service analytics
A comprehensive view of customer service performance and key metrics such as customer satisfaction, response times, and complaint costs.
Background
The client company operates an extensive network of stores and serves customers on both the B2B and B2C sides. In customer service, the company uses Salesforce, where contacts are logged and handled. The company recognized its need to gain a comprehensive understanding of its performance and to communicate it effectively to different stakeholders. To improve analysis capabilities and reduce manual work, the reporting offered by Salesforce was not sufficient. For this reason, they decided to implement a BI reporting solution using Power BI.
Overview of the Power BI solution
The Power BI reporting solution for customer service was carried out in continuous collaboration with the client, in order to ensure that the end result would actually be adopted. Together with the client, we defined the most important performance metrics, the target audiences, the required and available information, and any potential constraints. The end result was a need for three distinct views, in which the needs of the stakeholders clearly differed from one another:
- Leadership team view
- Operational view
- Customer service line view
These views address the needs of different stakeholders within the organization, giving them a tool to support data-driven decision-making. In addition to the data provided by Salesforce, the data model was enriched with several different data sources in order to obtain as descriptive an overall picture as possible.
Leadership team view
The leadership team view provides a long-term overall picture of both customer service and company performance. It examines important performance metrics such as customer satisfaction, service times, and complaint costs. Graphical presentations, tables, and charts make it easier to quickly absorb the data. Continuously up-to-date data provides the leadership team with a comprehensive and fast overall picture to support decision-making.
Operational view
The operational view addresses the needs of both B2B and B2C operational teams, providing in-depth information about customer service operations as well as what is happening in the field. The view combines information about both B2B customers and the store network. The customer service Power BI report provides a view at the grassroots level, so that the people responsible for operational activities receive real-time information about the overall situation and the reasons why customers are getting in touch. Here, the KPIs include, for example, NPS, the volume of negative and positive feedback, and the change over the same period compared to the previous year. The operational view is expected to advance customer satisfaction, company efficiency, and employee contribution.
Customer service line view
The customer service line view is designed for the customer service team and especially for team supervisors. It provides a detailed overview of, among other things, the everyday performance of customer service agents, customer feedback, complaint volumes, targets, and queue situations on the lines. With this view, the customer service team can effectively address resourcing questions, reward successes, and, on the other hand, intervene early if potential areas for development or shortcomings are identified. In addition, tracking one's own performance has been identified as a factor that motivates work.
The outcome of customer service reporting
The customer service Power BI solution and its calculations are fully automated, so every stakeholder always has an up-to-date report at their disposal, and no one needs to spend their time on manual calculation and data consolidation any longer.
Solutions that get adopted
The customer service Power BI reporting solution offers a unique opportunity to understand customers better than before, improve the customer experience, and grow the business. Successful implementation requires strong expertise in the various systems as well as in project management. BI-Asiantuntijat™ deliver customer service BI projects as a complete solution, from data retrieval to building the finished report and finally to training the users.
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