Koltin - Zendesk Analytics
Koltin, an innovator in health services, was looking to optimize its customer service operations by taking advantage of data analysis. Committed to providing exceptional service, they faced challenges in tracking and improving their key performance indicators (KPIs) in their interactions with their customers. To address these challenges, Koltin partnered with Semantiks to implement a robust data architecture and interactive dashboards in Looker that would provide real-time information about their Zendesk data.
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Koltin's customer care team used Zendesk to manage interactions, but faced fragmented reporting processes and a lack of visibility into critical KPIs. Their manual methods for generating reports were slow and delayed strategic decisions. Koltin's objectives were clear:
- Centralize Data: Consolidate Zendesk data onto a single platform for easy analysis.
- Improve Response Metrics: Monitor agent performance and optimize response times.
Driving Data-Based Decisions: Enable team leaders to make informed decisions with real-time dashboards.
Semantiks kicked off the project by analyzing customer support processes, workflows in Zendesk, and Koltin's desired outcomes. The solution focused on an ELT (Extract, Load, Transform) architecture for its simplicity and scalability. Through the integration of Fivetran, BigQuery and Looker, Semantiks offered an efficient approach to data management and visualization.
- Data Integration: Fivetran was selected to automate the extraction and loading of Zendesk data into BigQuery, reducing manual intervention and ensuring data accuracy.
- Data Transformation: Views were designed in BigQuery to prepare structured data ready for analysis.
Interactive Dashboards: Looker was used to create dynamic dashboards that allow monitoring KPIs with customizable filters.
The implemented solution effectively integrated Zendesk data into a centralized analytics ecosystem:
- Data Pipeline: Fivetran automated the ingestion of Zendesk data into BigQuery, with transformations applied to ensure consistency and relevance.
- Boards in Looker: Customizable dashboards were developed to provide visibility of critical KPIs, such as:some text
- First Response Time (FRT)
- Total Work Time (FWT)
- Average Agent Speed (ASA)
- Customer Satisfaction (CSAT)
- SLA metrics (e.g., first response within 3 minutes)
These dashboards also included filtering capabilities by dimensions such as agent, date range, ticket category and more, allowing for deeper and more actionable analyses.
The collaboration produced significant improvements for Koltin:
- Simplified Reports: Automated data pipelines eliminated manual errors and ensured timely updates.
- Real-Time Information: Leaders gained instant access to key metrics, allowing them to make proactive decisions.
Higher Efficiency: The ability to monitor SLA compliance and agent performance improved operational efficiency.
Building on this success, Koltin plans to expand its analytical capabilities:
- Historical Data Tracking: Introduce pipelines to analyze trends over time.
- Advanced Alerts: Take advantage of Looker's alert features to address gaps in SLA in real time.
Continuous Optimization: Improve data models and dashboard functionality for even more information.
This collaboration highlights how Koltin and Semantiks worked together to transform customer service operations through data-driven decisions. By integrating cutting-edge tools such as Fivetran, BigQuery and Looker, we help Koltin achieve its operational objectives and lay the foundation for continued success. At Semantiks, we remain committed to empowering organizations with scalable, high-impact data solutions.
