Case Study: Furlenco achieves real-time customer support visibility and boosts CSAT from 75% to 85% with Geckoboard

How Geckoboard dashboards help India’s largest online furniture rental company deliver incredible customer service

Furlenco, India’s largest online furniture rental platform, faced a visibility and customer-satisfaction challenge in its growing support operation. With daily Zendesk reports that weren’t real time, the team lacked clear, same-day insight into ticket surges, delivery and scheduling failures (a major cause of complaints), and CSAT had been stuck around 75%. Covid lockdowns and a sudden shift to remote work further created backlogs and hit productivity.

To fix this, Head of Customer Support Sandeep Jindal implemented Geckoboard dashboards fed by Zendesk and Google Sheets—one real-time view for immediate issues and a trends dashboard for weekly performance—displayed on office TVs and the intranet and tied to Zendesk alerts. Combined with an after-sales replacement service for appliance failures and focused KPI tracking, the team regained control, cut response friction, maintained a one-touch resolution rate of ~94–95%, and moved CSAT from the mid-70s up to roughly the mid-80s while clearing backlog and improving daily operations.

Furlenco

Sandeep Jindal

Head of Customer Support