The Background

We want to create a Dashboard that can show the inquiry status real-time and have the flexibility to see on a certain period of time of Kalla Call Center (Kalla Care).

The Objectives

1. Provide an interactive Dashboard to see all of the Inquiry progress and status.
2. Support Call Center team to create a report for stakeholders.
3. Help Call Center Agent to input the inquiry data.
4. Data easily to track and update the status in real-time.
5. Data can be exported and used for further analysis.

The Action

1. First we gather our user requirement and goals as clear as possible.
2. We defined the data structure and the flow of the system.
3. Create the spreadsheet that needed (each inquiry provide with one spreadsheet).
4. Connect the spreadsheet to Appsheet to input the data.
5. Connect the spreadsheet to Google Data Studio to visualize.
6. Conduct a user acceptance testing to ensure the system we provide meets users needs.

The Tools

• Google Sheets to store the data and export to another system for further analysis.
• Google Appsheet to support Agent easily input the data rather than direct input to spreadsheets.
• Google Data Studio (now looker studio) to provide the Dashboard.

The Results

We are able to build interactive dashboard to track the inquiry and create a report to stakeholders. This Dashboard includes Kalla Care inquiries categories:

• Leads
• Booking Services and Test Drive (for automotive business unit)
• Emergency
• Complaint
• Inquiry

Key Takeaways

• We must communicate effective and efficiently to gather as clear as possible about user requirement and the user's goals.
• Use free tools first to test the system to provide users need and we could plan another advanced (paid version) tools if necessary.