Trackforce ended the year with CSAT at 92.5%, up from around 80 to 85%. Director of Global Support Courtney Blocker credits the team’s management, vision, and execution, with Geckoboard playing a significant part.
Trackforce provides security workforce management software to guarding companies and enterprise security teams around the world. When Courtney joined in November 2024, his focus was scaling Global Support alongside the growing business.
The team had plenty of data in Zendesk, but its operational view couldn’t always keep pace with what was happening. Reports in Zendesk Explore were useful for looking back, but refresh delays made it harder to respond to changing workloads during the day.
“Working with data from yesterday doesn’t help me prepare for things that are happening right now.”
Giving Support a live view of performance
Courtney wanted managers and agents to see queue spikes, productivity, SLAs, and customer satisfaction while there was still time to act.
The business already used Tableau for wider reporting, but changes had to go through a central team and could take weeks. With Geckoboard, Courtney’s team could connect its Zendesk data, build the views it needed, and refine them as its priorities changed.
That control mattered. Support didn’t have to wait for a specialist team whenever a new question came up or the way it worked evolved.
Helping the team act earlier
Geckoboard dashboards became part of how Global Support managed performance each day. They gave agents and managers a shared view of queue health, SLAs, CSAT, and current productivity.
When demand increased or performance started moving in the wrong direction, the team could see it straight away. Managers could adjust workloads, focus coaching where it would have the most impact, and address issues before they affected more customers.
The same visibility also made performance conversations more useful. Instead of relying on retrospective reports, managers could coach agents using a current picture of what was happening.
CSAT reached 92.5%
As Trackforce strengthened its approach to support, CSAT rose from around 80 to 85% to 92.5%. First response times also fell by around 40%.
“Geckoboard played a significant part in lifting our CSAT to 92.5%. Real-time visibility meant we could manage our Support proactively.”
The results reflect the work of Courtney and his team. Geckoboard helped them put the right information in front of people early enough to make that work count.
From Support dashboards to wider visibility
What started in Global Support quickly proved useful elsewhere. Trackforce now has around 100 Geckoboard dashboards.
Support remains at the heart of the story, with dashboards covering daily operations, escalations, and customer performance. Other teams have also created focused views for the metrics they’re responsible for, including Sales, Marketing, Finance, and Engineering.
The rollout shows what can happen when teams can build around the questions they’re actually trying to answer. Rather than waiting for a centralized reporting project, they can give people a clear, current view of the performance they influence.
Answering questions while the data still matters
Courtney also uses Geckoboard during leadership readouts. If someone asks for a different view of the data, he can adapt the dashboard and answer the question during the meeting.
“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.”
Trackforce is now looking at how it can bring AI performance data into the same reporting layer and create more focused views for senior leaders.
For Courtney, the biggest change is that performance data is no longer something the team has to wait for. It’s part of how people manage the work, support agents, and improve the customer experience every day.
See how Geckoboard helps Support teams act on live Zendesk data
