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How do you see in complaints data which process is costing you customers?
By grouping complaints by the process that caused them instead of by the department that handles them. A large insurer was drowning in individual complaints in an overloaded legacy system. Three dashboards turned that flow into patterns, priorities and live tracking, and became the single source of truth for the complaints process.
Insurance Power BI, legacy case system
The challenge
A large insurer was facing a flood of customer complaints. The legacy system was overloaded, which created bottlenecks and made timely handling impossible. Given how much customer satisfaction matters to their business, the complaints process needed a solution rather than more capacity.
Our approach
We built a set of Power BI dashboards to change how the process was managed:
- Complaints analysis gives a full overview, so patterns become visible instead of individual cases
- Complaint action plans prioritises overdue cases and gives clear direction for urgent follow-up
- Complaints detail provides the specifics needed to handle a case quickly and precisely
Results
Where data had been lost in the volume, there was now insight into patterns and urgency, plus live tracking of handling. The dashboards became the single source of truth for the process, and customer satisfaction rose measurably.
What came next
Refinement continued, including predictive analysis so that complaints are not only handled faster but prevented.
Expertise involved
Built in co-creation with the client. Understanding of the business process and of data storytelling, so the result supports a decision rather than describing a situation.
See also
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Book half an hourFrequently asked questions
How do you make sure dashboards fit daily practice and do not end up unused?
We work in short sprints with the people who will use them. Wireframes, feedback rounds and training produce dashboards that are usable in daily work rather than impressive in a demo.
What if our data sits across several systems and spreadsheets?
That is usually the starting point. We connect and clean the sources, build one central model in Power BI, and make sure there is one reliable version of the figures.
How do you make insight lead to action?
By showing bottlenecks and priorities rather than totals. A dashboard that says where to intervene today gets used; one that reports last month gets filed.