Finding the hidden driver behind a slipping resolution-time KPI
A rolling 52-week correlation matrix in Power BI turned dozens of candidate metrics into a short list of drivers marked Critical.
Read the case studyKPI consulting / Excel and Power BI / Hamburg
Stop guessing which KPIs matter. Report the ones that do.
I'm Giacomo, a KPI consultant. I help service and contact-center teams decide what to measure, then build it in Excel or Power BI, whichever fits your data.
- 20+ years in service operations
- Power BI, DAX, Power Query
- Fixed scope, fixed price
Service performance / week 38Example data
CSAT
4.6/ 5
0.2better than last month
First contact resolution
78%
3.1 ppbetter than last month
Average handle time
6:12min
0:24better than last month
SLA met
92.4%
1.8 ppbetter than last month
Contacts per week
W27W38
Why customers contact us again
- Order status unclear34%
- Billing question27%
- Login problems19%
- Everything else20%
- AHT
- First contact resolution
- CSAT
- NPS
- Customer effort
- SLA attainment
- Abandon rate
- Backlog age
- Occupancy
- Shrinkage
- Escalation rate
- Repeat contacts
- Case resolution time
- Forecast accuracy
- Schedule adherence
The problem
Three signs your reporting is holding you back
If this sounds familiar, the fix is rarely a prettier chart. It starts with deciding what to measure.
- 01
Everyone has a different number
Too many metrics and no shared definitions. The same KPI means something different to each team, so reviews turn into debates about the data.
- 02
The weekly report eats a day
Someone copies, pastes and fixes formulas by hand. When that person is away, the report is late or wrong.
- 03
You see what happened, not why
The dashboard shows a number dropping. It does not show the driver, so nobody knows what to fix first.
Services
Start small. Grow when it pays off.
Four ways to work together. Each one is scoped to your data, your KPIs and your goals.
- 01
KPI Clarity AuditBest first step
A short review of the KPIs and reports you use today, ending in a written plan of what to keep, fix or drop.
Details- Review of current KPIs and reports
- Clear definition for each metric
- Written plan with next steps
from€390
- 02
- One dashboard, Power BI or Excel
- KPIs modeled with DAX or Power Query
- Training call at handover
from€1,400
- 03
Complete KPI Reporting System
Your whole reporting approach rebuilt: a documented KPI framework, a data model and automated refresh.
Details- Documented KPI framework
- Data model across your sources
- Reporting refreshes itself
from€2,800
- 04
- Maintenance and small changes
- Monthly review call
- Fast answers by email
from€380 / month
Every project is different. The prices above are starting points that depend on your data sources, the number of KPIs and how much needs automating. I quote after a free call, and the price is fixed once we agree.
Excel or Power BI
The tool comes second
I'm not selling a tool. I look at your situation and tell you which one fits, before any quote.
Excel fits when
- One team uses the report
- The data sits in a few files or one export
- You need it running within days
- Nobody wants a new license or a new tool to learn
Power BI fits when
- Data comes from several sources or is large
- Many people need the same numbers, with access control
- The refresh has to run on its own
- Leaders want to drill from a headline number to the cause
Selected work12 markets +2 pts
Real problems, real recovery
Two projects from my work as KPI specialist for an outsourced customer-service operation. Organization and exact figures are anonymized.
From root cause to a 10-week recovery plan
A DMAIC project with a modeled glidepath and a live tracking dashboard. The KPI recovered by about two percentage points over 10 weeks.
Read the case studyAbout
Someone who has been on both sides of the report
Most BI consultants have only built dashboards. I have also spent more than 20 years on the operational side of reporting, across customer service, operations and finance.
That is why I focus on the numbers that shape decisions: I have worked in the rooms where those decisions get made. For the past four years I have built KPI models, DAX measures and automated reporting inside contact-center and operations teams.
Giacomo Ialenti
Founder, ServiceKPI Analytics- 20+
- years in service and operations
- 4+
- years in Power BI and DAX
- 1:1
- you work with me directly
- Fixed
- scope and price on every project
How it works
From first call to a working dashboard
- Step 01
Free 20-minute call
You describe the reporting problem. I tell you honestly whether I can help and which option fits.
- Step 02
Scope and quote
You get a written scope and a fixed price, based on your data, your KPIs and your goals.
- Step 03
Build and hand over
I build it, we review it together, and you get a working report plus a walkthrough.
Do you only work with customer service teams?
Service and contact-center teams are my core focus. Any team that uses Power BI, Excel or operational reporting can be a fit if the problem is KPI logic, dashboard clarity or slow reporting.
How do you decide between Excel and Power BI?
I look at your data volume, how many people need the report and whether it must refresh from several sources. Then I tell you which one fits, before you pay for anything.
Can you improve dashboards we already have?
Yes. I can clean up the data model, simplify layouts, sharpen KPI definitions and speed things up without starting over, when that is the better choice.
How is pricing decided?
The prices on this page are starting points. Every project depends on your data, the number of KPIs and how much needs automating, so I quote each one after a free call.
Do you offer one-time projects and ongoing support?
Both. Most clients start with one project, then add monthly support once the dashboard is live.
What do you need from me to start?
A short description of the reporting problem, the tools you use today, a few example files or dashboards, and the decision the report is meant to support.
Tell me where your reporting hurts.
A free 20-minute call. You describe the problem, I tell you honestly if and how I can help. No obligation, no jargon.