Can you share some examples of how Tableau mobile analytics has helped keep executives informed during the COVID-19 pandemic?
It goes without saying that the aviation industry has been significantly impacted by the pandemic. When lockdown measures were first announced, we received tens of thousands of booking cancellation requests in just a few days, so our call centres were working day and night to try and process them all as quickly as possible.
In order to keep executives updated, we created a new Tableau dashboard that provided detailed data on the total number of incoming cancellation requests and refunds processed, and we put it straight in the app. This immediately gave our executives access to the latest figures - updated hourly - which could be used to inform decisions, as well as respond to the huge number of press enquiries coming in.
We’ve also had to lower our operational costs as much as possible during this period, so have reduced working hours for our staff. However, we’ve still needed key sections of our workforce, such as call centers, flight crews, engineering and legal, to keep things moving at different points in time.
Using the app, executives can accurately track all of these resourcing needs and clearly see how staffing levels are stacking up against productivity throughout the business. This high level of visibility has made discussions much more data driven and helped the leadership team pinpoint the exact moment when bringing staff back from reduced working hours will have the biggest impact.