Situation
Customers of a courier service company were experiencing analytics problems with their real-time order tracking and reporting. The engaged the services of CCI’s experts to address:
- Scattered data across disparate spreadsheets and databases at the organization
- Challenges to provide fast answers to critical business questions
- Lack of analytics by channel, escalation, and agent performance
- No SLAs or standards for analytics
Our Situation
CCI (Cloud Consultings) implemented Salesforce Einstein Analytics (formerly named Wave Analytics) in the courier company’s Salesforce instance. Einstein Analytics is another great Salesforce product in a cloud-based platform.
Connection: CCI created a new connection with other databases and set up the mapping of Salesforce objects.
Data sets: To solve for disparate data sets, we created new datasets in the Einstein Analytics studio to route and aggregate all data in one place.
Data flow: We created new dataflows and set up sync jobs to ensure data flowed into the right locations.
Lenses: By overlaying a new lens on the data sets, we enabled the courier to answer questions for different business leaders and departments for SLA analytics, agent performance and channel-related data.
Dashboards: Our team created new dashboards with real-time analytics and SLA lenses for daily, weekly and monthly insights by agent and location.
Analytics Applications: CCI’s experts created unlimited customizable analytical applications to surface the data for insights needed to make better business decisions. The applications included analytics by channel, SLA and escalations among others.