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.
