Sweden-based Intersolia is a chemical management company connecting over 500+ customers with the right tools and information to reduce and manage their chemical usage.
With a team of 85 employees dedicated to providing consultations on improving chemical management, Intersolia has succeeded by continuing to keep their core focus in view: to always keep the environmental implications of their work in mind. This has proven invaluable to not only them, but also their customers.
As a company with customers worldwide, Intersolia faces constant growth. That’s why they’ve set up two teams in different locations to cover their support queue: one in Sweden and the other in Serbia. They have plans to expand staffing in both locations. With so many team members dedicated to great support, it’s important to them to know where their time is being well spent, and where it’s facing a bottleneck.
The Delivery Manager for Intersolia, Jörgen Skoglund sees to it that his team has all of the data needed to make quick, sound judgements and to increase their value to clients.
Considering himself somewhat of a non-technical person, Jörgen turns to BrightGauge for help in sorting through the data that matters most to his company’s bottom line. Through BrightGauge’s integrations with freshdesk and some custom SQL, Jörgen is able to track his support ticket and SDS document statuses.
To get each Intersolia team member on the same page, every Intersolia office location has BrightGauge dashboards up around the office on TV displays. At any given point in their day, they’re able to see where their support queue and products stand.
After much research, Jörgen found that BrightGauge was the easiest solution for him to get started with.
From there, he learned pretty quickly that he could do a lot more with it than just monitor dashboards. On a daily and weekly basis, he has his most important reports sent internally to keep track of what needs extra attention in his support queue: stale tickets, tickets past due date, and all unresolved tickets.
Constantly checking and adding new gauges, Jörgen keeps these organized in separate folders so he can quickly jump to what’s of interest to him in the moment — CST, internal reports, SDS, surveys, and ticket volume.
Through daily reports and dashboards on view, Jörgen and his team have been able to get a handle on their workload while measuring their KPIs.