FWS Developed a Power BI-based App to Enable Robust Data Analytics

Project Snapshots

The Client

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.

Client's Requirement

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.

Client's Challenges

There were multiple challenges. Some of the main ones were -

• The Excel sheet where the customer feedback is captured goes through multiple iterations between the operation team and the company via email which leads to a lot of manual effort. The client wanted to automate this process.
• Once the data is finalized and updated, the country heads/management team looks into the feedback data in the Excel sheet, but there is no dashboard or graphical representation of the performance of the services at different levels which could be used by management for better decision making. The client wanted an enhanced graphical representation of the data to get into the nitty-gritty of the data with just one click wanted the data to be included with all possible filters.

FWS' Solution

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 Result

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.

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