Excel Sheets Were Never Meant for Strategy
Excel Sheets Were Never Meant for Strategy
Context: Medium-sized SaaS company generating extensive customer service data but lacking actionable insights beyond static Excel reports.
Challenge: Management couldn't determine if customer service costs aligned with revenue growth despite rich productivity and CSAT data.
Solution: All Your BI delivered comprehensive Power BI dashboard within 6 weeks, transforming data chaos into strategic visibility.
Result: Real dashboard insights revealed training gaps, prompting immediate staff development program for better customer outcomes.
Impact: From spreadsheet guesswork to performance intelligence—service teams now optimize based on data, not assumptions.
This medium-sized SaaS company faced the classic scaling challenge: their customer service team generated rich data on productivity, ticket handling, turnaround times, and CSAT scores, but management couldn't answer fundamental questions about cost efficiency. Despite valuable operational intelligence trapped in scattered systems, only static Excel sheets existed to guide strategic decisions about service department performance.
Challenge
Management operated in the dark regarding service department efficiency and cost justification. Despite capturing extensive data on employee productivity, ticket types, resolution times, and customer satisfaction scores, they couldn't determine whether service costs remained proportional to revenue growth. The lack of integrated reporting prevented strategic optimization across their expanding customer base.
Interview
Solution
All Your BI transformed scattered service data into strategic intelligence through comprehensive Power BI dashboards. We integrated ticket management systems, productivity metrics, and CSAT data to create three focused dashboards: KPI overview for executive visibility, detailed ticket analysis for operational management, and performance tracking for individual accountability.
Team
Execution
Within 6 weeks, we delivered their complete Customer Service Intelligence platform featuring real-time KPI monitoring, detailed ticket lifecycle analysis, and individual performance dashboards shared daily with all employees. The solution revealed critical insights: 144 bugs remained open beyond 120 days while CSAT scores missed targets, and response times barely met benchmarks, indicating capacity and training needs across the department.
Client
Medium-sized SaaS company with expanding customer base requiring proportional service cost management and performance optimization.
Latest work
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