Insights from our dashboards help us optimise call centre operations to reduce the need for customers to call us multiple times. Monitoring these timely dashboards shows us that as the resolution rate and satisfaction index of customers go up, volumes for calls and dispatches – which are key cost drivers – go down.
Using a single Tableau dashboard, adjusters can track every claim they have open, follow up with customers and close claims in a much timelier manner. As a result, they’re able to provide a much better service when and where they couldn’t before.
Customer service now has to be the center of everything we do, and we’ve got to be ahead of it before the customer even knows it. And Tableau is really making a difference in getting us there.