Case Studies / Voice of Customer & Product Insights

VOICE OF CUSTOMER • OPERATIONAL INSIGHTS

Turning customer support data into actionable product insights

How I designed a repeatable reporting framework that transformed hundreds of member inquiries into clear priorities for leadership, vendors, training, and platform operations.

Hundreds

of monthly support interactions analyzed

77 calls

categorized in one April reporting cycle

6 themes

identified for action

Support teams received hundreds of member inquiries each month, but recurring issues were not consistently categorized or reported. Leadership needed more than call totals; it needed clear insight into customer friction, product barriers, training needs, and operational risks.

The challenge

  • Designed a framework for categorizing support interactions.

  • Analyzed call patterns and recurring customer
    pain points.

  • Created an executive-ready Customer Support Insights Dashboard.

  • Connected support trends to training and operational priorities.

  • Developed recommendations for leadership and platform vendors.

  • Established a repeatable Voice of Customer reporting process.

What I led

  • Identified the most common sources of customer friction.

  • Prioritized training based on demonstrated customer needs.

  • Provided evidence for leadership and vendor discussions.

  • Improved visibility into product adoption barriers.

  • Helped shift support planning toward proactive education.

  • Created a scalable framework for ongoing Voice of Customer reporting.

The outcome

My role

Monica Decker
Director of MLS &
Platform Operations

• Voice of Customer
• Support analytics
• Product insights
• Executive reporting
• Process design
• Operational strategy

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