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
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.