Turn strategy into visible progress

Follow a goal from the Matrix to the Funnel: every improvement adds up.

Services

1 Matrix Align the team

The team’s strategy, in one view.

1Goals
2Forces
3Strategies
4Targets
5Deployed

Delta Services/Customer care

VGive the full answer in one goHighMTrain every new agentMediumAFollow every ticket until it closesMediumVResolve it first timeVMeet the SLAASatisfied customersLReopened ticketsBarrierVExperienced agentsEnablerAReal-time queuesEnablerTFewer transfersSentIn negotiationAcceptedLReply within 4 hAcceptedStrategiesGoalsForcesTargets

2 Board See the progress

Each goal a row, week by week.

1Plan
2Do
3Check

Delta Services/Customer care

41PlanDoCheckAct

VResolve it first time

First contact resolution (%)Target 75%Actual 76%68%

To do2

This weekDue 9 OctReview the reopened ticketsLLucía

This monthDue 20 OctListen to calls with the teamTTomás

ProblemL0 · IdeatedTickets that reopenVValentina

No stories

ProjectL3 · PlannedFAQs on the websiteAAndrés

VMeet the SLA

Replies within SLA (%)Target 95%Actual 92%

To do1

This monthDue 16 OctAnalyse the Monday peaksMMartina

No stories

ASatisfied customers

Satisfaction (CSAT, %)Target 90%Actual 91%

To do

No stories

3 Story From idea to value captured

A method, block by block, with its impact.

1Ideated
2Identified
3Validated
4Planned

Delta Services/Customer care

Tickets that reopenPlaybookProblemLevelL0 · IdeatedL1 · IdentifiedL2 · ValidatedL3 · PlannedGoalResolve it first timeResponsibleVValentina

1. Ideated

Gap analysis

First contact resolution (%)Baseline76%Current68%Gap-8Gap %-10.5%

First contact resolution stayed above target until week 40, then fell to 68% in week 41: 7 points below the 75% target.

2. Identified

5W2HFirst contact resolution fell to 68%, against a 75% target.WhatCustomers reopen tickets we had closed as solved.WhoWhereIn the billing tickets, mostly by email.WhenSince week 39, with the new tariffs.WhyHowHow much280 tickets reopened in four weeks.

5 WhysClosed tickets get reopenedProblemAnswers vary and leave things outCauseFrequent cases have no shared answerRoot causeCustomers write in againCauseNo one confirms it workedCause

Ishikawa

3. Validated

Gate · ValidatedGOValidated by Andrés, customer care director, on 14 Oct.Version 2The impact plan is frozen at this version.

Impact linesWhat the story promises to bring, line by line.BenefitsCancellations avoided+€400/monthCostsFewer tickets handled twice+€600/monthOperationalResolve it first time68% → 75%Run rate€12,000/year

4. Planned

Action planActionResponsibleWk 43Wk 44Wk 45Wk 46Wk 47Wk 48TodayList the most frequent casesVValentinaDoneAgree one answer per caseTTomásDoingConfirm the fix before closingLLucíaDoingTrain the team on the answersMMartinaTo do

4 Funnel Add up the value

What each improvement brings, added up.

1By level
2The story comes in
3It adds up

Delta Services/Customer care

Projected 2026€12,100Committed 2026€43,400Realized 2026€41,700Run rate€180,600/yearOperational11Late1

L0 · Ideated3—€2,600projectedChat waiting time-4 minsAbandoned calls-7%+1

L1 · Identified2—€3,900projectedOutage complaints-120Customers not notified-25%

L2 · Validated2—€5,600projectedFirst response time-3 hrsOvertime-80 hrs

L3 · Planned2—€3,400committedReplies within SLA+3%Resolve it first time+7%StoryPlaybookResponsibleRun rateCommittedFAQs on the websiteProjectAAndrés€8,400/year€1,400Tickets that reopenProblemVValentina€12,000/year€2,000Total€20,400/year€3,400

L4 · Executed1—€40,000committedAgent turnover-12%

L5 · Realized1—€29,700realizedAccount access calls-800

Shall we follow your team’s thread?

With one of your team’s goals, from the Matrix to the Funnel.

Book a demo