Real-Time Customer Support Analytics

The client is a modern car manufacturer serving thousands of customers across Europe and the US. Unparalleled customer support service is one of the cornerstones of their growing market success. But their legacy CS tracking system couldn't provide full visibility into support operations or show management critical metrics and analytics in real-time. Hiflylabs proposed a cost-effective solution to build a real-time customer support analytics platform on top of the client's data with operational dashboards and branded UI.

100k

monthly support events processed

30

customer support centers served

Challenge

The car manufacturer processes 100k customer support requests monthly across dozens of support centers. Their legacy tracking system could not provide visibility into support operations and critical metrics like resolution time, queue length, and wait time in real-time due to latency. Without access to this data, management couldn't quickly react to events and adjust support needs, ultimately hurting customer experience.

Solution

Hiflylabs proposed building a real-time customer support analytics application on Databricks. The app fetches data from Salesforce, processes it through a Spark data transformation pipeline, and delivers metrics to management on a custom interface in real-time without delays.

Real-time mode on Spark provides minimal latency to satisfy critical business needs—delivering operational metrics and target tracking in real-time.
Databricks Apps enables building an application with custom UI, visualizations, and dashboards quickly and cost-effectively.
Databricks handles auth, security, and governance out-of-the-box, enabling clear separation and role-based access for support centers across 30 countries.
The analytics layer is built on top of existing Salesforce data without expensive rebuilds or complex integrations.

The platform ensures data freshness while maintaining security standards and controlling costs through Databricks' native capabilities. By integrating the platform into customer support operations, management gained faster time to insight and could make decisions with greater confidence, dramatically improving average resolution time (ART) and customer satisfaction.