Technology
Power BI
2024
5 min read
Zendesk Analytics Power BI: 20% Efficiency & 25% Cost Reduction Case Study
Industry
Technology / SaaS
Presence
North America · Europe · Asia
Platform
Zendesk · Power BI · Azure
Result
25% Annual Cost Savings
Numlytics delivered a complete Zendesk analytics Power BI integration - automated data pipelines, custom customer support KPI dashboards, and a cost attribution model that identified $105K in annual savings within the first reporting cycle.
The Challenge: No Intelligence from Zendesk Data
Despite a mature Zendesk implementation, the client had no Zendesk reporting dashboard worth the name. Support leadership was making staffing and process decisions without data, and there was no visibility into what customer support was actually costing the business.
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No Zendesk Power BI integration: All Zendesk data sat in the platform with no analytics layer - insights required manual exports and Excel pivot tables
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Opaque agent performance: No consistent performance measurement meant top performers and underperformers were indistinguishable
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No cost model: The total cost of customer support operations was unknown — staffing, overtime, and resource costs were untracked
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Reactive ticket prioritisation: Without a live customer support data analysis layer, escalations were managed by instinct rather than data
The Numlytics Solution
Numlytics built a tailored Zendesk analytics Power BI solution on top of the client's existing Zendesk environment - no migration, no platform change. The focus was on extracting, structuring, and visualising Zendesk data through Power BI dashboards aligned to specific business KPIs.
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Zendesk API Data Integration
Numlytics automated extraction of all Zendesk support data via the Zendesk API into a centralised Azure data repository - ensuring data accuracy and consistency across all regions and support channels in the Zendesk Power BI integration.
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Customer Support Data Analysis
In-depth exploratory analysis surfaced patterns in ticket volumes, customer interaction types, resolution times, and channel effectiveness - the foundation for all downstream customer support data analysis dashboards.
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Custom Zendesk Reporting Dashboard
Numlytics designed a Power BI Zendesk reporting dashboard tailored to the client's specific KPIs: response times, resolution rates, CSAT scores, and agent performance - with live refresh and drill-through to individual tickets.
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Support Cost Attribution Model
Numlytics built a cost model attributing staffing, resource, and overtime costs to ticket categories - making the true cost of support operations visible for the first time and identifying revenue opportunities within the support function.
The Results
20%
Efficiency Gain
Support operations optimised through Zendesk Power BI analytics.
25%
Annual Cost Saving
$105K saved - surfaced through Numlytics cost attribution model.
15%
CSAT Improvement
Proactive issue resolution enabled by live customer support dashboards.
20%
ROI Increase
Strategic resource allocation driven by Zendesk data analysis.