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Unlocking Customer Experience Through Integrated Data Analytics

The Challenge:

Our client, a multinational corporation with a vast global presence, approached us with a complex challenge. They needed a solution to consolidate feedback from various customer interaction channels onto a unified platform and conduct in-depth root cause analyses. Their goal was to extract valuable customer insights, identify actionable areas for improvement, and present these findings through a dynamic dashboard across 10 different countries. The data sources to be integrated included repair data from call centers, Net Promoter Score (NPS) data, and complaints submitted through the “contact us” section of their website. Additionally, they aimed to refine categories based on shared data, create customizable dashboards, and enable continuous improvement through standardized data reporting.

Furthermore, our client sought a solution that would empower their customer experience team by providing them with access to and control over the dashboards, within specified permissions.

Our Solution: 

In close collaboration with our client, we designed and implemented a tailored PowerBI dashboard solution that effectively addressed their unique challenges:

  • Detecting Product Performance Faults: We developed algorithms to identify product performance issues using repair data.
  • NPS Calculation and Drivers: Our dashboard calculated NPS scores directly from raw data and pinpointed the key drivers of NPS.
  • NPS Comments and Sentiment Analysis: We conducted sentiment analysis to uncover areas for improvement and combined NPS scores with open-ended feedback to understand the impact of specific phrases on NPS. This allowed us to prioritize action areas effectively.
  • Access Control: To ensure data security and compliance, we implemented different access and viewing rights for various teams within the organization, allowing for controlled data access.

The Outcomes: 

Within a remarkably short three-month timeframe, we successfully delivered a solution that not only met but exceeded our client’s challenging demands:

  • Meeting Complex Demands: Our dashboards proved to be highly effective in addressing the multifaceted challenges presented by our client.
  • High Utility: The dashboards quickly became indispensable tools within our client’s global organization. 
  • Empowered Analytics: The analytics teams now effortlessly extract data for further in-depth analysis, including cross-tabulations, survival analysis, text analytics and driver analysis.
  • Proactive Issue Resolution: Our dashboard enables the client to monitor and analyze customer feedback, alerting them to emerging trends and critical issues.

Impact and Ongoing Utilization: 

Our dashboards have become essential assets for the customer experience and product teams. The success of this project has prompted our client to expand the coverage of the study to encompass other product categories.

Our ability to provide innovative solutions tailored to our client’s specific needs has not only streamlined their operations but has also enhanced their ability to respond effectively to customer feedback, ultimately leading to improved customer satisfaction and business success. We are proud to have been part of this transformative journey.