Case Study: Spash gains live SLA visibility and documents an 80% call answer rate with Geckoboard
Key results
The challenge
Spash, a fast-growing sports technology startup whose CCTV and engagement platform serves 400 sports centers across France, the UK, Italy and beyond, had limited visibility into its 3.5-person support team's performance. Phone data sat in Aircall and tickets in Zendesk, so leadership couldn't track workload and commercial teams questioned whether support answered the phone. Manual reporting took hours.
The solution
Service Manager Alexandre Naudin used Geckoboard to combine live Aircall metrics with Zendesk ticket data on a single dashboard, surfacing call answer rates, resolution times and SLA breach warnings. The dashboards were later displayed on office TV screens for company-wide visibility.
“The dashboard shows that 80% of calls are answered. The data is a source of truth that makes other teams confident in our levels of service.”
ANAlexandre NaudinService Manager, Spash
The results, in context
According to the case study, the Geckoboard dashboard documents that 80% of calls are answered, giving other teams a source of truth about support's service levels and removing hours of manual reporting.