Case study
From 14 spreadsheets to one dashboard — at a national internet provider
A national internet service provider's operations team was tracking customer escalations across a pile of disconnected spreadsheets. Here is what that cost them, what I built, and what happened after. If it worked at that scale, it will work for your shop.
Before
Escalations lived wherever the person handling them happened to put them. Different regions kept different sheets. Some issues were tracked in email threads and never made it into any sheet at all.
When a leader asked "where are we on this customer?", the answer took phone calls and guesswork. Urgent issues sat untouched because nobody could see they existed. Weekly reporting meant hours of copying and pasting, and the numbers were stale before anyone read them.
What I built
A searchable directory
Every escalation in one list. Type a name, an address, or a ticket number and find it in seconds — along with everything that has happened to it.
A live status board
Open issues sorted by age and owner, updated as the team worked. Anyone could see at a glance what was stuck and who was on it.
Automated reporting
Weekly summaries compiled and sent automatically. Open counts, aging issues, and trends — no more copying numbers by hand.
An audit trail
Every change logged: who touched an escalation, what they changed, and when. Disputes about "who dropped this" stopped being arguments and started being lookups.
Open
12
Aging > 24h
3
Resolved this week
27
Avg. time to close
9h
After
The team stopped hunting and started answering. Escalations were found in seconds instead of hours. Nothing fell through the cracks, because everything open was visible on one board with an owner and an age next to it.
Leadership adopted the dashboard as their own view into the operation. The weekly report that used to take an afternoon now sends itself.
Before
After
Hours to locate one escalation
Found in seconds, from any device
Issues lost in personal tabs and inboxes
Every open issue visible, owned, and aged
An afternoon of copy-paste every week
Reports send themselves, always current
"Who dropped this?" arguments
A logged history answers it in one lookup
Your operation doesn't need to be national for this to work. The same build, sized for a two-truck shop, costs $1,500 and takes five days.
Have a spreadsheet mess of your own?
Tell me about it on a 20-minute call. I'll tell you exactly what I'd build and what it costs — the price is fixed and public.