Challenge:
As Data Lead & Business Analyst at Power BiSon Consultancy, I was faced with a pressing challenge: our client, a large insurance company, was struggling with a flood of customer complaints. Their legacy system was overloaded, creating bottlenecks and making timely resolution impossible. Given the importance of customer satisfaction to their business, they needed a robust solution for the complaints process.
Our approach:
My team and I developed a suite of Power BI dashboards to significantly improve the complaints process:
- Complaints Analysis – Provides a complete overview to quickly gain insight into complaints
- Complaint Action Plans – Prioritizes overdue cases and provides clear direction for urgent follow-up
- Complaints Details – Provides detailed information for accelerated and target group-oriented processing
Results:
The dashboards proved to be a game-changer. Where data previously got lost in the overabundance, they offered insight into patterns and urgency, plus real-time tracking of processing. They became the "single source of truth," and customer satisfaction significantly increased.
Future plans:
Our journey doesn't stop here. We continue to improve the dashboards, including with predictive analytics, so complaints are not only handled but also prevented.
Team Expertise:
FAQ
How do you ensure that dashboards are relevant to our practice and don't disappear into a drawer?
We work in short sprints with end users. Through wireframes, feedback rounds, and training, we build dashboards that can be used directly in daily work.
What if our data is spread across different systems and Excel spreadsheets?
That's often the starting point. We connect and clean your data sources, build a central data model in Power BI, and ensure a single, reliable version of the figures.
How do you turn insights into immediate action?
Our dashboards aren't static reports. We design visualizations that highlight bottlenecks and priorities in real time, so teams immediately know where to make adjustments.
