diego bugarin

Customer Service Analytics

As a member of the Continuous Improvement Team at Johnson Controls, I proposed and led the implementation of Power BI and Power Apps to optimize the tracking of performance and quality for the Americas Customer Service team.

Problem

  • Evaluation form for Customer Service agents was difficult to analyze and interpret due to its structure.
  • Dependence on Excel limited the efficient use of predefined functions for data manipulation.
  • Custom Excel table with complex formulas for pivot data caused issues when the form was modified.
  • The complexity of the report limited its frequency, allowing it to be shared with managers only once a week.

Solution

  • Simplified the evaluation structure for easier data cleaning and interpretation.
  • Automated data processing and visualization with a Power BI dashboard in Power App, reducing reliance on complex Excel formulas.
  • Defined key metrics and KPIs to track Customer Service performance across 4 business units.
  • Enhanced visibility of agent performance for managers and directors with twice-daily data updates.
  • Enabled the Continuous Improvement team to identify areas for service improvement and provide actionable feedback.

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diego bugarin

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