FWE’s Customized Application and Power BI Solution Enables UPS Capture Feedback Efficiently
Business Challenges
The client had devised a NPS Survey Support program to help its call centre team (here on referred to as Operation team) reach out to all their existing customers across different countries and capture their voice verbatim. The post-call feedback is captured in an excel sheet which is then shared with the respective Country Heads of UPS team. Based on the collated feedback, the heads devise corrective actions to address the concerns of the customers and tailor a strategy to improve their overall experience.
There is no dashboard or graphical representation to project the finalized data to be analysed by the UPS team. This impacted the process of analysing the performance of the services at different levels - The feedback excel sheet has to be exchanged multiple times between the Operation team and UPS through email for iterations. This leads to a lot of manual effort.
The Solutions
After analysing the client’s business challenges, we figured out that the client required a solution that would help them save on the time needed for iterations. Besides, we felt the client needed a multi-perspective view ofthe fast generating datasets, with visuals to represent different findings and insights from that datasets. Therefore, we tailored a solution to:
We developed a file upload application (using.Net tech) that enabled users to upload and share the Excel file directly with the Operations team for a review. Changes made to the sheet can be reloaded to the same application which in turn refreshes the data and reflects on the reports.The application eliminated the need to send and receive Excel sheets to keep the reports updated and thereby saved a lot of time and manual efforts.
We leveraged Power BI Reports and dashboards to enable our client to get all the data pertaining to multiple departments across different countries at their fingertips. This rendered performance assessment more accurate and quicker. We equipped the dashboard with multiple filters and graphical options to help the client drill down the data and understand the trend of their performance at various levels. This helped our client get correct insights and arrive at faster decisions.
Results
The customized file upload application offered a comprehensive solution to enhance the way the client worked. Features such as easy and instant sharing, any time access to files, continuous backups of files, unlimited storage, brought about enhanced user productivity.
The Power BI solution with multiple filters and graphical options helped the UPS team to easily obtain actionable insights into the performance of their service along with 100% transparency on the data and feedback given by the customers. The ability to filter the data function wise / root cause wise / city wise / state wise/county wise and end-to-end visibility to NPS trends / actual comments by new and old customers and much more helped the client to mine deeper for precise insights.
Technology stack
SQL db.
.Net technology.
PowerBI application.