Case Study: Furlenco achieves real-time ticket monitoring and backlog reduction with Geckoboard

How 4 companies foster remote teamwork and collaboration with Geckoboard

Furlenco, India’s largest online furniture rental company, suddenly shifted to remote work during COVID-19, and a two-month delivery halt created a major customer support ticket backlog. With support data split between Zendesk and Google Sheets and only daily reports available, the team needed real-time visibility plus longer-term trend tracking—and a way to share that consolidated data with a newly remote workforce.

Furlenco built two Geckoboard dashboards integrated with Zendesk and Google Sheets: a real-time view showing new/open/pending/solved tickets and CSAT, and a trends dashboard for week-over-week and month-over-month analysis. Embedded on the company intranet, the dashboards gave the team immediate focus to reduce the backlog, improve customer responses, and monitor broader trends as they adapted to remote work.

Furlenco

Sandeep Jindal

Head of Customer Support