USE CASES
Our client was a rapidly growing startup. They had been incredibly successful attracting client (B2B2C) interest and were approaching the point where the success was taking a toll on performing the service.
Zeile7 provided process and analytics support, revealing the bottlenecks and challenges in their operations.
This way, teams were able to visualise their performance and address client pain points.
While not central to this project, other challenges were layout optimisation, user training, and adoption management.
Zeile7 delivered a series of operational performance dashboards in salesforce.com for customer experience teams, vendor selection of a customer satisfaction survey tool, a KPI architecture and an overall performance overview.
Looking at the information needs of customer experience stakeholders, we developed containers to capture the necessary data and defined what KPIs will be most insightful.
We focused on actionable insights and layered the reporting based on the viewers, so that each audience would find the information that can help them take immediate action.
The insights helped the teams address challenges in an efficient way. The great talent at work was able to focus their efforts to unlock scale without increasing headcount.
Pockets of under-explored opportunities were discovered, putting new projects in the pipeline for this innovative startup.
It was fantastic witnessing how this amazing team was stealthily disrupting an industry and making legal help more accessible for everyone.
Execution, Start-Ups
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Blacklane is the global chauffeur service that offers safety, sustainability, and stress-free travel. Since 2017, the company has been …
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