Data-driven decision making supports management, improving customer service and user satisfaction
Ilya’s team uses Tableau to quickly reach the root of IT problems. For example, they can analyze users’ tickets against the complaint and search for recurring patterns. They can then identify where complaints are occurring – whether it’s a network issue, a specific IT service or a complicated user interface – and take the necessary steps to solve the problem.
Ilya underlines the transformative impact of Tableau, “We use Circuit, a real-time collaboration software provided by Atos/Unify. When we deployed this tool, we needed to gather user feedback, so we implemented a one-to-five star-based rating. After every call, the users receives a popup window asking them to rate the voice quality.”
Ilya was surprised to be confronted with a complaint during a visit abroad. “I was talking with a regional Head of IT and he mentioned that a lot of users were not happy with Circuit. I asked him how he knew that, and he said, ‘I heard some rumors in the kitchen; employees were complaining’. I replied saying, ‘Let’s open the rating report and see what people are really thinking’. We studied the report live in Tableau and saw feedback from 10,000 users with an average score of 4.4, which is very high.”
False impressions – based on hearsay – are immediately corrected using accurate, up-to-date data insights. “This validates the power of Tableau: we can display trusted insights and answer questions using any device immediately,” Ilya concludes.
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