Case Study: Gold Star achieves 4x customer service improvement and 2-hour ticket response with Geckoboard

Geckoboard helps Gold Star deliver world-class customer support

Gold Star, a leading U.S. mortgage company founded in 2000, needed a simple, real-time way to monitor and improve customer support across its branch network, loan officers and sales staff. Although they used Zendesk, there was no easy summary dashboard to show team performance at a glance, so Gold Star turned to Geckoboard with integrations to Zendesk, Twitter and Facebook to drive their new customer-service initiative.

Using Geckoboard dashboards to track key metrics — open tickets, average response time and ticket resolution time (plus social media engagement) — Gold Star set visible goals and compared performance across six support desks. Making metrics public and actionable led to dramatic improvements: customer service levels improved fourfold, average ticket times were slashed (well below the 24-hour industry average to about two hours), and overall service times dropped by as much as 75%.

Gold Star

AJ Franchi

Chief Information Officer