Understanding and responding to customers
The strong foundation that Mable has built around data has allowed it to accelerate innovation and increase support to customers during COVID-19. Many customers are at increased risk of serious illness from the virus, and so it has been important for Mable to understand and react quickly to the impacts.
Early on in the crisis, Mable created a COVID-19 dashboard to track the impact of the pandemic in real-time. Included on the dashboard was a location-based heat map, correlating any changes in platform use with COVID-19 case volumes in the area. The dashboard was shared with all decision-makers and data champions, providing a single source of truth to guide their crisis response.
After tracking this information for a few weeks, Mable realised that the largest fluctuation in platform use occurred after each government COVID-19 restriction announcement. This was because customers and Independent support workers were unsure if they could access or provide services under each new restriction measure announced. Mable responded by issuing targeted communications after each government announcement.
“Transparency is key in leading through a crisis and with Tableau, we’ve been able to expand our reporting and ramp up the frequency,” said Savage. “Now that we are going through this again, we’re able to reapply these learnings and proactively reassure our customers that they can continue accessing the services they need.”
To further support its community, Mable has rolled out new infection training for workers and spun up an online store where they can purchase PPE. It has also introduced an on-demand service to quickly replace any workers needing to self-isolate and is using Tableau to keep a close watch on how this is performing and whether service requests are being fulfilled.
The next step in the business’ data maturity will be to take metrics such as these and combine them with an analysis of keywords, whether from support calls or service requests online. “Data maturity is not just about the numbers or the immediacy of information, but making sure that you’re looking at the right mix of data and that’s why we will continue to bring more insights into Tableau,” said Savage.