Case Study: Building an End-to-End Executive-Facing Client Health Dashboard

Client: Software Company that supports business-to-business customer accounts

Project Focus: CSAT (Customer Satisfaction) metrics, data pipeline automation, executive metrics reporting

Role: Lead Engineer (pipeline creation and orchestration, dashboard buildout)

I. The Challenge

The company’s executive team wanted a single dashboard that showcased current and reliable customer health and satisfaction data across the customer lifecycle, as well as historical customer satisfaction data to compare against. Data was dispersed among various databases and some key performance indicators (KPIs) were not being pulled from Salesforce on a regular basis.

The executive team needed a daily dashboard that could:

  • Track customer satisfaction metrics across accounts and Customer Support Agents

  • Alert the executive team to at-risk clients

  • Assist data-driven decisions in client prioritization and renewal discussions

II. The Solution

Ben designed and built out a robust, automated data pipeline from the source system to the database, and then to the dashboard where metrics were presented clearly to the executive team.  

1. Data Pipeline Engineering

  • Designed and built an automated data transfer pipeline to extract source data such as:

    • Client Net Promoter Score (NPS)

    • Frequency and severity of submitted support tickets

    • Renewal status and contract terms

  • Staged and validated the data in a database prior to pulling into dashboard

  • Included steps to check for data cleanliness and validate mandatory data points

2. Dashboard Development

  • Built out an executive-facing dashboard that tacked:

    • Client NPS and support ticket trends by account, Account Manager, and time of year

    • Low CSAT and at-risk clients (e.g., decrease in CSAT scores, high volume of high severity tickets)

    • Actions taken by the Client Success Team to improve at-risk relationships and mitigate future churn

    • Aggregate CSAT metrics by region, size, account rep, and historical CSAT

  • Designed visualizations with brevity and informativeness as top of mind, ensuring the executive leadership team saw what was most important to them first and offered drill-down tables for deeper analysis

3. Stakeholders and Delivery

  • Partnered and worked directly with the VP of Customer Success

  • Built the pipeline in such a way that it could be scaled if additional metrics were to be included in the future

  • Provided documentation and an overview of the end-to-end process to hand off to the technical lead for the Customer Success Team

III. The Outcome

  • Streamlined and consolidated the information that the Executive Team needed to make data-driven decisions

  • Data burden dropped from hours-long monthly manual exports to automated daily refreshes

  • The Leadership Team uses the dashboard to inform strategy around at-risk clients

  • The dashboard brought alignment to the Product, Customer Success, and Executive teams

IV. Why It Mattered

The Project aligned teams around a shared view of customer health and moved the company away from instinctual client prioritization to data-driven client insights. In building both the data pipeline and the dashboard, Ben ensured data quality, reliability, and access to real-time insights that empowered the Executive Team to prioritize their customer strategy with greater confidence

Examples of how we can track metrics and visualize important findings

Previous
Previous

Forecasting with Intelligent Data Modeling

Next
Next

Market Trends Survey Research