four benefits of business intelligence

The software has extensive reporting built in. Alongside it there is a BI dashboard, and that does something different: it puts figures side by side that stay apart in separate reports. Four things you get out of that.

one. you see what is actually happening

Availability at the busiest moments, a heatmap of the load across the week, how quickly calls move. Seeing those side by side tells you where staffing is tight and where it is too generous. That is a different conversation from "it was busy today".

two. you decide on figures instead of on feel

The more you can see, the better the decision. Current figures show trends at team level and at individual level. That helps with the question of where something has to change: in the process, in the policy, or in the coaching of one person.

three. you take work out of the process

Once you can see when the peak falls and how long calls take, you can also see where the process is longer than it needs to be. That takes pressure off the team, and the room it frees goes to the questions that genuinely need attention.

four. you can see whether it is getting better

Response time, customer satisfaction, how many tenants or residents come back with the same question. Following those shows where it is going well and where it is not, and that is what you need before you can do anything about it.

what it does not do

A dashboard decides nothing. It shows you where to look, and after that it is still down to people. That is not a limitation, that is the point.

What is in the dashboard and how it attaches to the platform is set out under integrations.