When you’re growing fast, yesterday’s data is already out of date. For Octopus Legacy, a company expanding from seven people to around 170 in just a few years, that became a real problem. Calls, emails, and customer interactions were scattered across different tools, making it hard to see what was happening in real time, and even harder to maintain their high standards of customer care.

At the centre of it all is Hayden Gutteridge, Operations Manager. His job is to look across the entire operation, spot where things are slowing down, and rebuild processes so they run smoothly.

We believe we should have no missed calls. There is never an excuse for a customer not getting through.
Before, it was checking here, and here, and here, then making assumptions based on yesterday’s reporting. It was slow and not the best use of anybody’s time.

From fragmented data to one live view

When one of Octopus Legacy’s acquired companies already had Geckoboard real-time dashboards in place, Hayden saw the potential. The idea was simple: pull the most important metrics into one place and make them visible for everyone.

Now, screens around the office show live data from Aircall, HubSpot, and Front, from call volumes and response times to lead flow and sales activity. Remote teams can access the same dashboards online.

The best part was it encouraged everybody to hold themselves accountable. It’s not about naming and shaming. We all care about the customer, so we jump on what matters.

The impact

Previously not everyone on the team had access to the live call data within Aircall, but now, with Geckoboard it was on display for all to see.

Within weeks, the difference was clear. 

We’ve always focused on minimising missed calls, but by visualising the data we were able to reduce that even further, and reduce average answer time too.

Hayden also reclaimed time from reporting.

It probably saves me an hour a day. That’s five hours a week that I'm not sitting there pulling data.

Beyond the numbers, the visibility has changed behaviour. If calls start to queue, someone always steps in.

Before, people didn’t know what was happening in real time. Now, if the screen shows calls building, the team nudges each other to pick up. It creates healthy competition.

Better decisions, faster

With Geckoboard pulling live data from across their stack, the team can react instantly to what’s happening.

It allows us to make a series of business decisions in very quick succession. We can move people around, add capacity, or spot when we need to push more into marketing, all without waiting for a report.

If the dashboards disappeared tomorrow?

Answer times would creep up. Missed calls would rise. Out of sight really does mean out of mind.

Founded in 2016, Octopus Legacy is on a mission to make life easier for people left behind after loss by helping people to plan for death and find support after loss. Their services include wills, trusts, lasting powers of attorney, probate and more holistic planning support. With real-time visibility now built into its operations, the company can scale without losing sight of what matters most: exceptional customer experience.

Start your free 14-day Geckoboard trial and see how live data can help your team spot issues before they become problems.