实例探究 > How Gusto improves customer experience by finding actionable insights faster with Sisu

How Gusto improves customer experience by finding actionable insights faster with Sisu

公司规模

1,000+

地区

America

国家

United States

产品

Sisu
Tableau
Redash

技术栈

Advanced Analytics
R
Python

实施规模

Enterprise-wide Deployment

影响指标

Customer Satisfaction
Digital Expertise
Productivity Improvements

技术

分析与建模 - 数据挖掘
分析与建模 - 预测分析
分析与建模 - 实时分析

适用行业

Professional Service
Software

适用功能

商业运营

服务

数据科学服务
系统集成

关于客户

Gusto is the people platform helping businesses take care of their teams with modern payroll, health insurance, benefits, and expert HR advice. With over 100,000 businesses on the platform, delivering a quality customer experience requires a strong understanding of what is and is not working, based on hard data and real-time insights. Jasmine Motupalli, Director of Customer Data and Insights at Gusto, and her team focus on using data to drive decisions that help provide the best-in-class customer experience Gusto is known for delivering. To do so, Jasmine's team focuses on not only the factors driving optimal customer experience and health, but also the 'factors behind the factors' to identify, act, and inform the services Gusto provides.

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挑战

At Gusto, Jasmine’s unique data team uses advanced analytics to ensure Gusto is continually improving the services it provides. To do so, Jasmine needed to monitor more than a simple CSAT or NPS score. Instead, they developed an intricate Customer Health Score based on over 130 factors to assess a customer's overall health and identify factors that impacted customer experience. When these scores start to change, her team has to quickly and efficiently diagnose the factors impacting customer health and clearly answer how customer behavior, customer experience, and demographic data are combining to impact customer health and retention. While Jasmine could see when metrics were changing with tools like Tableau and Redash, diagnosing why was much more complex and time-consuming — only allowing her team to deliver surface-level insights without recommended action. She needed a scalable solution that would accelerate her analysis and improve the depth of insights they could derive from customer data to support business decisions. That's when they turned to Sisu.

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解决方案

In her first query with Sisu, Jasmine wanted to understand how to improve customer benefit satisfaction (BenSat). BenSat measures the satisfaction of Gusto end-users (individual employees within a customer’s business) through their benefit enrollment experience, and the average of this metric is a key indicator of overall Gusto customer health. Going into the analysis, Jasmine’s team knew that the overall enrollment rate of a customer’s employees was an important indicator of customer health. However, when they used Sisu’s drill-down features they were able to find exactly what subpopulation of features within healthcare enrollment are critical for customers to offer their employees. With this level of in-depth understanding of how individual factors within benefit enrollment and benefit offerings impacted employee experience, Jasmine was able to inform the Customer Experience team on how to better support Gusto’s customers. She empowered the team with the data they needed to be more prescriptive with customers to improve the enrollment experience they offered their employees. These recommendations not only improved their customer’s employee experience but also helped Gusto meet one of their business values — helping small and medium businesses take care of their hard-working teams.

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运营影响

This level of fast, clear analysis in Sisu allows Jasmine’s team to focus 50% more time on deriving actionable insights that help improve customer experience, rather than spending that time building models one at a time for each KPI, which typically took more than three weeks.
Before Sisu, building each model required extensive research, 1+ queries, and 300-500 lines of code in R or Python. With Sisu, the Gusto team has eliminated 90% of the prep required for analysis.
With the time saved with Sisu, Jasmine’s team is turning data into action for Gusto customers in real-time. For example, when COVID forced many businesses into difficult circumstances, it also changed the way Gusto needed to use data to support customers.
These quick insights helped Gusto increase the levels of service they provided to their customers during volume spikes due to PPP lending and seasonal trends. Using Sisu, Jasmine determined the identifying features of customers who were more likely to need support and built a profile for Customer Experience to prioritize outreach to these customers to strengthen both their customer’s business and improve the experience Gusto offers customers.
Today, Gusto uses Sisu to monitor changes in Customer Health and to run extensive ad-hoc analysis. By using Sisu as their slice-and-dice tool, they can quickly analyze their rich text data across a variety of use cases to find the tipping points impacting customer sentiment and behavior.

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数量效益