Case Study: DataBank achieves a happiness-centered, human-first customer support team with Geckoboard

The happiness-centered CS department with a human touch at DataBank IMX

DataBank IMX is a 700-person business-process solutions firm whose 16-person, fully distributed customer support team handles 700–800 monthly tickets across 15 complex software packages in medical, financial and payables environments. Faced with low external expectations of support, a metrics-driven culture that risked valuing speed over service, and the need to retain and scale a specialist, distributed team, the department needed a way to prove its business value while keeping agents engaged and customers satisfied.

Director Cory Archer built a human-centered approach: hands-on leadership with regular agent check-ins, people-focused KPIs displayed on live dashboards, shared case management, peer-run nine-week onboarding, and data-driven communication to win executive buy-in. The result was stronger executive support, improved customer experience and faster resolution and call times, higher team morale and retention, and a measurable shift from output-based metrics to contribution-focused performance.

Databank

Cory Archer

Director of Support