The client is a globally recognized and reputed provider of transportation and logistics services and manages the flow of goods, information, and funds in more than 200 countries worldwide.
To enhance the customer experience, the client had designed an NPS Survey Support program through which their call center team (here on referred to as the operations team) reaches out to all their existing customers across different countries and captures the voice of the customer verbatim. Post these calls the feedback is captured in an Excel sheet which is then shared with the respective country heads of the client. They then internally devise corrective actions to address the concerns of the customers to improve their overall experience.
The client wanted us to develop an app wherein they could drill down into the data and get access to enhanced business intelligence and more effective data visualization to enable better decision making.
There were multiple challenges. Some of the main ones were -
We provided a comprehensive solution to the client. Our solution included -
File Upload Application - To reduce the manual effort of sending the Excel sheets back and forth and to avoid multiple iterations, an application was developed that allows users to upload the Excel file where the feedback data is entered by the operations team. The uploaded files can be accessed by the client's team who can download the same and review the data, and if any changes are needed, they can be made to the sheets and reloaded to the same application which in turn refreshes the data and reflects on the reports.
Power BI Reports and Dashboard - To ensure that the client has the data at their fingertips, we developed Power BI reports and dashboards that let the client drill down to the data and understand the trend of their performance at various levels. Multiple filters and various graphical options available on the Power BI platform helped the client to analyze the data and get insights to arrive at faster decisions.
The client's team is now easily able to get insights into the performance of their service along with the Net Promoter Score. There is complete transparency of data and feedback given by the customers. This has been possible through the filters and graphical options available on the Power BI reports. One can filter the data by function, root cause, city, state, and country. There is visibility into the trend of NPS and actual comments by new and old customers and much more.
Flatworld Solutions is a leading provider of software development services to a diverse and global clientele. We have worked with businesses of all sizes and provided them with exactly the services they needed. We are also ISO 9001:2013 accredited, which ensures that you will always receive high-quality software development services from us. Our software developers use the latest and best tools to provide cutting-edge power BI services. We also provide our software development services at affordable rates and within quick turnaround times.
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