From Ticket Queue to a Tool 200 People Open Daily
See how a semantic layer and a small set of certified metrics turned analytics from an endless request queue into self-serve — tripling weekly active dashboard use along the way.
3× adoption
Decision Intelligence
Executive Summary
This Is The Way
Step 1 of 3
The Way It Was
A 200-person SaaS company had two analysts and an endless ticket queue of one-off requests — "can you pull this," "why don't these two numbers match," "can I get this by region instead." Every request was custom because there was no shared, trusted layer underneath any of it. Self-serve tools had been tried before and quietly died, because handing people dashboards without a governed model just handed them the same confusion, faster.