Key to some of these activities was the Tableau COVID-19 Data Hub web data connector. “Using the web data connector, we blended Johns Hopkins University's pandemic data with our own internal customer service operations data,” explains Siddharth Dayama, Senior Manager of Data Analytics and Customer Service Operations. “This helped us correlate location-based spikes in service demand with COVID-19 hotspots around the country. This ability to seamlessly bridge insights from external world macro factors to our company's internal operational metrics is a game changer and helps us better understand the impact and make informed decisions.”
Amid all this change, Verizon also retrained more than 20,000 retail store operators and other call center customer service employees to continue their duties from workstations in their own homes, with access to all the same dashboards and other tools needed to perform in their roles, as part of the company's home-based work platform.
“Personally, I am very proud of our response capacity throughout this crisis,” said Dayama. “Verizon's networks withstood the additional pressure, and the company retained and retrained their professional workers—all while continuing on the mission to help customers stay connected during a difficult time.”
The flexibility and extensibility of Verizon's Tableau platform also helped with business continuity by enabling daily reporting across departments. “The beauty of dashboards versus static reporting is that the data IS the content, so when the data changes, the content is updated automatically, showing the latest trends,” Dayama explained. “And Tableau is built for 'learning by doing'—so when COVID-19 hit and we had new challenges to solve for, we could jump right in to start creating and modifying dashboards that met those needs.”