ROI Analysis and New Salesforce and Zendesk Integrations Fin Analytics

ROI Analysis and New Salesforce and Zendesk Integrations


We just released two big updates that can make any Fin Analytics installation far more powerful: new CRM integrations and ROI Analysis. Both of these new features give you new tools for prioritizing your process improvements, QA loops, and productivity optimization efforts, so you can have more confidence you are focusing your organization on the biggest opportunities.


We just released two big updates that can make any Fin Analytics installation far more powerful: new CRM integrations and ROI Analysis. Both of these new features give you new tools for prioritizing your process improvements, QA loops, and productivity optimization efforts, so you can have more confidence you are focusing your organization on the biggest opportunities.

New Salesforce and Zendesk Integrations

Out of the box, Fin Analytics automatically indexes and segments all data by CRM case numbers (so, you can, for example, search for screen recordings by case number or see reports on your top quintile of most time consuming cases).

We just launched direct API integrations that allow you to ingest even more detailed data from the two most popular CRMs, Zendesk and Salesforce Service Cloud.

With these integrations enabled, you can:

  • segment cases by Case Type (and understand which types of cases present the biggest opportunity for driving Quality or Efficiency OKRs)
  • index and segment data by CSAT score and Resolution Status (so you can focus your QA team on the most important reviews)
  • index and segment on any custom fields and tags your team has added to cases in Zendesk or Salesforce

segmentation

ROI Analysis

We also added new tools for ROI Analysis. You can set the fully loaded dollar cost per hour for each agent (as well as an organization default) and set a Target Percentile on various overview reports, so that you can understand the impact of performance improvements like driving the team average performance toward the top 50% or 20% of cases (p50 and p20 respectively).

This is particularly useful when used in conjunction with segmentation by Case Type.

Here is an example that shows the biggest opportunity for driving ROI over the last few days lies within cases related to Billing Issues. Bringing the team average handle time to the p50 handle time for these cases would result in annual savings of $2mm per 100 agents:

segmentation

Takeaways

Both of these new features came from conversations with lots of customers who wanted a more concise overview report that immediately showed them where to focus their teams’ time and effort.

For existing Fin Analytics installations, we recommend you enable the CRM integrations immediately and schedule a quick call to walk through the new reports with your account manager.

If you’re not yet using Fin Analytics to optimize your team’s quality and productivity and these new features look interesting, please get in touch!


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Fin Analytics gives your team ‘full funnel’ insights into your team’s work. Continuous live video and action logging you get the insights you need to provide better coaching and training, and the analytics you need to know where to focus process and engineering resources

We are happy to share with you industry specific case studies, and give you a custom walkthrough of the tool, or you can review our