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Liquid Bubbles

Case studies

At CX Orbit, I specialize in tackling complex customer service and operational challenges with tailored, data-driven solutions. From streamlining lead tracking systems to optimizing workforce management processes, my approach is designed to deliver clarity, efficiency, and measurable results.

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Each case study showcases a unique problem and how I used innovative tools—like advanced Excel techniques, operational frameworks, and data analysis—to create impactful solutions that drive success for startups, small eCommerce businesses, and customer service teams.

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Explore how CX Orbit transforms challenges into opportunities, and discover the practical strategies that could work for your business. 

01

Efficient Lead Tracking and Timeliness with Advanced Excel Solutions

The Challenge
A customer service team required an effective way to track lead follow-up times based on source types and ensure compliance with predefined response windows.

  • Criteria:

    • Leads from certain sources had to be contacted within 2 hours during business hours (11:00–19:00).

    • Manual leads needed follow-up within 7 business days, considering only working hours.

  • The system needed to exclude non-business days and hours, dynamically adapting to weekends and holidays.

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Existing tools were either too rigid or overly complex, making real-time tracking and agent accountability a challenge.

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Needed data within kpi

The Solution


Using advanced Excel capabilities, I designed a dynamic and scalable tracking system. The solution included:

  1. Data Consolidation

    • Created a raw data sheet to import all lead data.

    • Developed a filtering mechanism to extract only relevant data based on lead source and agent.

  2. Agent-Specific and Combined Tracking

    • Designed individual agent sheets and a consolidated tracking sheet.

    • Incorporated two tables to track leads:

      • Source-Specific Leads: Measured timeliness for the 2-hour window.

      • Manual Leads: Monitored the 7-day working time frame.

  3. Business Hour Exclusions

    • Implemented a sophisticated Excel formula that:

      • Excluded weekends and non-working hours.

      • Started the response timer only when the next business day began (e.g., leads received on a weekend began timing on Monday at 11:00).

  4. Performance Metrics

    • Built a percentile system using nested IF formulas to track lead response times:

      • % of leads called within 30 minutes, 1 hour, 1.5 hours, and 2 hours.

    • Allowed the team to easily identify top performers and areas for improvement.

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within kpi calculation
The Impact


This Excel-based solution revolutionized the team’s lead tracking and performance monitoring:

  • Compliance: Ensured adherence to timeframes, improving overall lead follow-up consistency.

  • Agent Accountability: Allowed filtering and reporting by individual agent and lead source, increasing visibility.

  • Efficiency Gains: Replaced the need for complex tools, enabling real-time insights with minimal manual input.

  • Performance Insights: Introduced percentile tracking, fostering a data-driven culture of continuous improvement.

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Key Takeaways


This project demonstrated how leveraging advanced Excel functionalities can create robust, scalable solutions tailored to specific business needs. By simplifying complex processes and introducing actionable insights, CX Orbit helped the team boost efficiency and meet their ambitious follow-up goals.

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Need a custom solution to streamline your customer service operations? Let’s build something tailored for your business.

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Transforming Capacity Planning in a Rapidly Growing Company

The Challenge


A rapidly expanding company faced mounting challenges in capacity planning, resulting in:

  1. Overworked Capacity Planners: The workload was overwhelming, leaving no time for analysis or follow-up.

  2. High-Stakes Assignments: As a new hire in my probation period, I was tasked with managing two of the most challenging teams—one due to its size and another due to the complexity of tasks.

  3. Inaccurate Scheduling: Schedules were built on "educated guesses," leading to inefficiencies.

  4. Data Accessibility Issues: While the data existed, it was scattered and inaccessible to my colleagues.

  5. Team Discontent: Agents and supervisors were unhappy with the lack of work-life balance, especially regarding weekend shifts, which felt unfairly distributed.

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To make matters worse, the scheduling software was inadequate for the company’s scale, acting as a glorified spreadsheet that consumed time without delivering actionable insights.

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Capacity planning
The Solution


With the odds stacked against me, I developed a systematic approach to overhaul capacity planning:

  1. Historical Data Consolidation: I prioritized gathering and consolidating historical data to establish a strong foundation.

  2. Custom Excel Framework: Starting from scratch, I designed Excel files to:

    • Analyze incoming volumes in one-hour intervals.

    • Calculate the AHT required to meet demand efficiently.

    • Generate fair, rotating weekend schedules to ensure adequate agent rest.

  3. Tailored Planning for Complex Teams: For the highly specialized team:

    • Gathered data on tasks, schedules, and agent skills.

    • Created a customized file that accounted for skillsets and task requirements.

  4. Proactive Communication: Introduced weekly calls with supervisors and agents to address questions and incorporate feasible requests.

  5. System Integration: Uploaded updated schedules into the system and refined them based on feedback.

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The Results


This comprehensive approach delivered exceptional results:

  • Accurate Scheduling: Schedules now aligned with real-time needs and resource availability.

  • Data Accessibility: The structured data framework enabled my colleagues to improve planning for their teams.

  • Exceeded Expectations: My manager was impressed, and I successfully passed my probation with flying colors.

  • Enhanced Satisfaction: Agent and supervisor satisfaction reached an all-time high, with fairer schedules and improved work-life balance.

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This project not only solved immediate capacity planning challenges but also established a scalable, data-driven approach that empowered the entire team to perform better. At CX Orbit, this is the level of commitment I bring to every client challenge—delivering solutions that balance the needs of the business and its people.

Work life balance
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