When Courtney Blocker joined Trackforce as Director of Global Support in November 2024, he was hired to help scale support for growth. What he found was a familiar problem: plenty of data, but no clear, shared view of what was happening right now.

The problem: yesterday’s reporting, today’s decisions

Trackforce uses Zendesk and relied on Explore for reporting. But delays in refreshing data meant the team was operating on a lag, not a live view.

“Working with data from yesterday doesn’t help me prepare for things that are happening right now.”

That had a direct impact on how support was run. Courtney wanted the team to be proactive, not just explain outcomes after the fact.

“Being reactive is one thing, but being proactive is really where we need to lie. And having that data at our fingertips, showing queue spikes, showing productivity, in the here and now was a big thing for us.”

Trackforce also had Tableau in the business, but changes and updates weren’t handled at the pace they needed. Any change meant going through a central team and waiting weeks. Not ideal when the focus was on proactive support.

Why Geckoboard: self-serve dashboards, built for the pace of support

Courtney’s search started with a straightforward need: access to real-time Zendesk data that didn’t require a specialist team.

Geckoboard stood out quickly, and Trackforce started there.

A big part of the appeal was control. Support could build, edit, and iterate without waiting in a BI queue.

“I like to be able to build something and then edit it, manage the view, and play around with it.”

Game changer: answering leadership questions live

Once dashboards were in place, Courtney started using Geckoboard in presentations and leadership readouts. The difference was speed and credibility.

Instead of taking questions away, exporting data, or following up days later, he could respond in the moment.

“They would ask a question and in real time, within the meeting I can go in, edit the dashboard, and show them that data right there and then. I didn’t have to say, ‘I’ll get that to you in a week.’”

That immediacy helped dashboards spread beyond support. As soon as other leaders saw what was possible, they wanted the same experience for their own teams.

The impact: higher CSAT, faster response, better productivity visibility

With real-time visibility, Trackforce could spot issues earlier, manage workload more actively, and coach agents with current data, not historical snapshots.

The outcomes were significant across core support metrics:

  • CSAT improved from roughly 80-85% to 92.5%
  • First response times dropped by around 40%
“We had a significant lift in our CSAT and ended the year last year at 92.5%. This was down to our management, vision and execution and Geckoboard had a large part to play in that.”

Rollout across the organisation: from support to company-wide dashboards

What began in support quickly became a wider way for departments at Trackforce to self-serve the real time data their teams needed.

Support uses a small set of management dashboards daily to monitor SLAs, CSAT, and queue health. 

From there, other teams adopted Geckoboard for their own visibility:

  • Escalation management dashboards to track escalations, resolution times, and ownership
  • Digital CSMs using Zendesk data for individual and team tracking
  • Enterprise client dashboards tailored to specific customer readouts
  • Billing and finance teams monitoring queues, backlogs, SLAs, and productivity as they moved into Zendesk
  • Sales dashboards (10+) and Marketing dashboards (4–5) pulling from systems like HubSpot, LinkedIn, and pipeline data
  • HR dashboards pulling from HiBob
  • Engineering uptime monitoring dashboards
  • ELT and board dashboards spanning renewals, product usage, and other business KPIs

The pattern repeated: once teams had the tools, they started building fast.

“It has exploded. Other departments are having the same playground effect where you get in there and you’re excited to be able to easily access all the data.”

What’s next: more focused dashboards

With adoption across teams, Trackforce is now working on a more intentional executive layer: a small number of views that show what matters most across the company.

At the same time, AI is becoming a bigger operational priority. 

Trackforce’s next step is to bring AI performance data into the same live reporting layer as their Zendesk support metrics, so leadership can see the combined picture.

—

If you’re still making today’s decisions with yesterday’s data, try Geckoboard free for 14 days and see what real-time visibility can do for your team.