Data Analysis Helper Use Case Library

Measuring Time Spent on Customer Interactions and Cases

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Problem: Improving sales efficiency and productivity

Not all sales representatives work at the same pace. Some need additional training or coaching in order to increase their productivity, and ultimately your customers’ satisfaction. You should identify areas of improvement by monitoring the average amount of time it takes to close cases, complete tasks, close opportunities, and more--both at an organizational or individual level.


Responding to customer requests in a timely manner will ensure that your customers receive a consistent level of service, and that deals won't lose momentum. Luckily, we have a solution that will pull in pre-built analytics on average response times in Salesforce. That's why we built Sales Performance Intelligence, Account Performance Intelligence, and Territory & Segmentation Intelligence analytic packs for the Data Analysis Helper app.

Solution: Measuring and benchmarking time on sales activities

Data Analysis Helper's premium add-on packs have real-time analytics on the average Sale Close Time, Case Close Time, and Task Close Time for designated time periods (monthly, quarterly, yearly). These metrics can be generated for each rep or the organization, for individual accounts, and across territories and business segments.


Time spent on customer interactions


You can customize the pre-built customer interaction tracking to identify opportunities for improvement, and drive your initiatives for productivity and customer satisfaction. Within each analaytic pack, Sales Leaders can set up notifications if interactions for sales reps/teams, accounts, or territories/segments are consistently taking longer than an established standard. This way, managers can keep track of who may need extra attention, training or reminders right away, instead of waiting until potential customers are lost from the slow responses. If speed continues to be an issue, you may discover other issues that are actually the root cause, such as bottlenecks in approvals or other internal processes. 

Salesforce app Data Analysis Helper use case, Tracking Time Spent On Customer Interactions-Cases  Setting up notifications for task close times

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