Reporting and AnalyticsPurpose
1.2. Track metrics: ticket volume, resolution time, customer satisfaction, agent performance, root causes.
1.3. Identify operational bottlenecks and areas for process improvement in maintenance and customer support.
1.4. Automate aggregation and reporting of multi-source support channel data, both internal and external.
1.5. Enable near real-time monitoring and predictive analytics to enhance appliance rental service quality.
Trigger Conditions
2.2. Change of ticket status, e.g. “In Progress” to “Resolved”.
2.3. Periodic schedules (e.g., hourly, daily, weekly analytics updates).
2.4. Incoming customer feedback post-service resolution.
2.5. API event from rental platform or integrated field service tool.
Platform Variants
• Feature/Setting: Use “Case” object updates, configure Flow Builder to trigger analytics webhook on ticket closed.
3.2. Zendesk Support
• Feature/Setting: Utilize “Triggers” to send HTTP request to analytics endpoint on ticket status change.
3.3. Freshdesk
• Feature/Setting: Automation rule to POST ticket events to webhook URL for reporting aggregation.
3.4. ServiceNow
• Feature/Setting: Business Rule on Incident Close to invoke custom REST API for analytics logging.
3.5. HubSpot Service Hub
• Feature/Setting: Workflow automation to push ticket properties to analytics system via webhook action.
3.6. Jira Service Management
• Feature/Setting: Automation rule sends resolution event as JSON payload to external analytics API.
3.7. Microsoft Dynamics 365 Customer Service
• Feature/Setting: Power Automate Flow for case status change to log data into connected analytics datasource.
3.8. Google Sheets
• Feature/Setting: Apps Script to auto-extract new ticket rows and sync with analytics dashboard.
3.9. Power BI
• Feature/Setting: Dataflow ingesting ticket data from various triggers, updated by API or scheduled pulls.
3.10. Tableau
• Feature/Setting: Web Data Connector to collect ticket resolution events from HTTP APIs.
3.11. Slack
• Feature/Setting: Configure event subscription for “ticket-resolved” notifications, pipe data via webhook.
3.12. Twilio
• Feature/Setting: Studio Flows to process SMS customer feedback events and log analytics.
3.13. SendGrid
• Feature/Setting: Inbound Parse API for collecting ticket-related email replies into analytics store.
3.14. AWS Lambda
• Feature/Setting: Lambda functions process ticket data pushed from event triggers for real-time analytics.
3.15. Google Cloud Functions
• Feature/Setting: Serverless function handles ticket closure events, writes stats to BigQuery.
3.16. Zapier
• Feature/Setting: Multi-step Zaps to automate ticket info gathering from various sources and send to analytics tool.
3.17. Make (Integromat)
• Feature/Setting: Scenario triggers on ticket updates, aggregates stats, and posts to reporting service.
3.18. Monday.com
• Feature/Setting: Automations trigger on change of item status to push ticket resolution to analytics integration.
3.19. Asana
• Feature/Setting: Rules for task completion send ticket data via webhook for resolution metric calculation.
3.20. Intercom
• Feature/Setting: Webhook notification on conversation close to reporting/analytics endpoint.
Benefits
4.2. Reduces manual report compilation for operations management.
4.3. Enables data-driven insights for root cause and agent performance.
4.4. Drives proactive improvements in appliance rental service delivery.
4.5. Enhances customer satisfaction measurement with minimal overhead.