Case Study: Maisonette achieves faster, more visible customer support with Geckoboard

From consultant to Dir. of Customer Care at Maisonette: How Geckoboard helps Logan Grooms supercharge support teams

Maisonette, a New York–based online retailer, brought in Logan Grooms as Director of Customer Care to scale a team that grew from four agents to dozens. The team faced limited visibility into live support metrics (phone queue, open tickets, CSAT) and frequent assumptions from other departments about staffing and efficiency, making it hard to demonstrate the true workload and impact of customer care.

Grooms implemented Geckoboard dashboards (integrated with Zendesk) on office TVs and as shared links, giving agents, managers and the wider company a single live view of key metrics like queue length, CSAT and Contacts Per Order. The quick setup improved agent awareness and response times, surfaced negative feedback faster, provided company-wide evidence to justify resourcing, and helped focus on reducing contacts per order — delivering clearer performance insights and cost-saving opportunities both in-office and while remote.

Maisonette

Logan Grooms

Director of Customer Care