Case Study: Trackforce lifts support CSAT to 92.5% with real-time Geckoboard dashboards
Key results
The challenge
Trackforce ran global support on Zendesk but relied on Explore and Tableau for reporting, where refresh delays meant the team acted on yesterday's data. Any dashboard change had to go through a central BI team and could take weeks. Director of Global Support Courtney Blocker, hired in November 2024 to scale support for growth, wanted proactive, real-time visibility into queue spikes and productivity.
The solution
Trackforce adopted Geckoboard for self-serve, real-time Zendesk dashboards that support could build and edit without waiting in a BI queue. Blocker used the dashboards in leadership readouts to answer questions live in the meeting, and adoption spread to escalation management, CSM, billing, sales, marketing, HR and executive teams.
“We had a significant lift in our CSAT and ended the year last year at 92.5%. This was down to our management, vision and execution and Geckoboard had a large part to play in that.”
CBCourtney BlockerDirector of Global Support, Trackforce
The results, in context
According to the case study, Trackforce's support CSAT improved from roughly 80-85% to 92.5%, and first response times dropped by around 40%. The company attributes the lift to its management, vision and execution, with Geckoboard playing a large part.