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OPERATIONS ANALYTICS

A clearer view of service performance.

An operational review of ticket resolution, SLA attainment, customer satisfaction, and team performance across July–December 2025.

Project type Operations Analytics · Tool Microsoft Excel · Dataset Synthetic CRM records

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Project at a glance

📊 PROJECT AT A GLANCE

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550

Support tickets

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91.1%

Resolution rate · 501 closed

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79.4%

SLA compliance · closed tickets

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35.8 hours

Average resolution time

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3.51 / 5

Average customer satisfaction

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54 · 9.8%

Escalated tickets

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Portfolio dataset — synthetic. All records and results are simulated for demonstration; they do not represent real customer records.

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Project brief

This case study examines how efficiently a customer support team handles requests and meets service-level commitments. It looks for performance gaps in response and resolution, compares departments, and identifies practical opportunities to improve operational efficiency and customer satisfaction.

Project type: Operations Analytics Reporting period: July 1–December 31, 2025 Tool: Microsoft Excel Data: Synthetic CRM ticket records created for portfolio demonstration

Objectives

• Monitor SLA compliance and assess whether requests are handled within the required time.
• Analyze response time and evaluate how quickly the team responds.
• Analyze resolution time and understand how long issues take to close.
• Evaluate team performance across support departments.
• Identify performance gaps and opportunities to improve operations.
• Recommend improvements to efficiency and customer satisfaction.

Dataset & scope

The dataset represents tickets handled by Neo Heat Pumps Customer Solutions during the second half of 2025.