Customer Journey Reporting using
Tableau Sankey Diagram
For one of the biggest and most prominent telecommunication companies worldwide, understanding their client’s journey across omni-channel environment, including customer behaviour, became of crucial importance. As the existing business solution in place didn’t allow for advanced interactive functionality such as powerful filtering or dashboard tooltips, the Customer Care dashboard had to be recreated in Tableau, which lacked native sankey diagram support.
In the first phase, the core of our solution was a manually created sankey diagram, built using a combination of both bar and line charts together. This workaround, however, required higher volumes of data to work and it made loading of the dashboard slower than expected. This led to the creation & use of Tableau sankey chart extension in second phase of the project. This, together with other information in the dashboard, gave insight into customers’ channel hopping, types of devices used, prepaid / postpaid split, plan type, spend & more.