Concept project 03 Intelligence
The week on one screen. Every answer with its source.
A fictional home-services company with a sales team, a support desk and technicians in the field. The concept brings its data into one model, so managers can read the week in minutes and support agents answer from sources anyone can check.
- Company
- Concept project · fictional home-services company
- Layer
- Intelligence: Data and analytics, AI solutions
Invented company and sample data, no client results
- Overview
- Bookings
- Campaigns
- Support
- Assistant
- Sources
Weekly review
Week 43 · 20–26 Oct
Leads
275
−7 vs wk 42
Bookings
164
+9 vs wk 42
Cost per lead
€21.80
+€1.40 vs wk 42
Open tickets
38
−6 vs wk 42
Leads per day
Leads Usual range
This week's exceptions 4
View allThu 23 Oct, 14:20
Paid-search leads below the usual range
Today Usual range
18 leads by 14:00, where a usual Thursday has 26–34. The campaign “Boiler service, autumn” reached its daily budget at 11:52.
Elena wants to move tomorrow's boiler service. She's on the annual plan. Is there a fee?
No fee this time. Customers on the annual plan can move one visit free of charge, even within 24 hours of the slot1. Free slots this week: Tue 10:00 and Wed 14:002.
Suggested reply
Hi Elena, of course. Your annual plan covers one change, so there is no fee. Would Tuesday at 10:00 or Wednesday at 14:00 suit you better?
Sources
- 1Service terms › 4.2 Rescheduling a visitKnowledge base · updated 12 Oct
- 2Technician rota, week 44Rota sheet · synced 06:00
The agent reviews every draft before it is sent.
Data sources
Where each figure comes from
Sample dataSystems
- CRMBookings, customersSynced 06:00
- Ad accountCampaigns, spendSynced 06:02
- SpreadsheetsRota, costsSynced 05:58
- Knowledge base214 articlesIndexed 05:40
Feeds
- Weekly dashboard
- Drift alerts
- Support assistant
01Challenge
What is in the way
Bookings live in the CRM, campaign spend in the ad account, rotas and costs in spreadsheets. The weekly report takes a full day to assemble and is out of date by the time anyone reads it. Support agents answer the same questions about prices, rescheduling and warranty by hand, each from memory.
02Solution
What we would build
Bring the CRM, the ad account and the spreadsheets into one data model with one definition for each metric. Managers read a weekly dashboard with a short list of exceptions, an alert flags any figure that leaves its usual range, and a support assistant drafts replies from the knowledge base with its sources linked.
2.1
One data model
The CRM, the ad account and the spreadsheets sync into shared tables every hour, with one agreed definition for each metric.
2.2
A weekly dashboard
Key figures, two charts and a short list of exceptions, in the order a manager reads them on Monday morning.
2.3
Drift alerts
Each metric has a usual range. When a figure leaves it, the owner gets an alert with the likely cause and a link to the system it came from.
2.4
A support assistant
It drafts replies from the company's own knowledge base, links every statement to its article and leaves sending to the agent.
03What changes
What it would change
A concept has no results to report, so these are the changes the design is built to make. On a client project, confirmed figures take these places.
3.1
Managers would open the week with one set of figures that nobody has to reconcile.
3.2
A drop in leads or a rise in cancellations would show up the same day, while there is still time to act.
3.3
Agents would answer routine questions in consistent wording and could check every answer against its source.
3.4
New colleagues would learn the rules from the same answers the rest of the team relies on.
Concept project: the company and the data are invented for this page.
