Using the dashboard, driven by Power BI, Perrys could quickly drill down into the data from the telephony platform relating to different sites, and even into individual call queues. This helped them to identify issues and swiftly act. For example, they spotted a large percentage of calls were being missed at one of their sites over the weekend. To rectify this, they reviewed staffing levels to ensure calls were no longer being missed out of hours.
Data can be viewed at an individual site or at an aggregate level across the dealership, including the call answered rate, call abandoned rate and customer wait times. This makes spotting trends easier and now they can better anticipate weekly and seasonal peaks and troughs in calls.
“I was excited about the opportunity to work on this process with our Service Delivery Management Team and our customer, Perrys. Using the Microsoft Power Platform, we have been able to improve the experience for Perrys and their customers,” concluded Spencer Parry.