Case Study 03 · The Challenge
A public sector community management platform
An established software provider helping public sector organisations manage their communities — sitting on rich customer data that wasn't telling its story.
Spreadsheets → Power BI
customer data put to work
Deeper trust
customers see their own performance
Longer retention
stronger, longer-lasting accounts
The situation
Rich customer data, locked in spreadsheets
This client is an established software platform used by public sector organisations to manage their communities. In a customer-success-driven business, the deepest relationships are built on data customers can see and trust — and the business wanted to understand its customer base more deeply and strengthen those relationships.
The data existed. But it was collected in spreadsheets and never put to work — leaving the team unable to engage customers about their performance on the platform.
01
No data visibility
Customer data was collected but locked in spreadsheets — never put to work.
02
Couldn't speak to performance
No way to show customers how they were performing on the platform.
03
Shallow customer relationships
Without performance insight, customer trust and retention stayed thin.
What Shere delivered
Reporting built around what customers wanted to see
- A complete view of every customerCreated a level of customer reporting that wasn't there before — letting the team focus their attention, and turning a reactive support team into a proactive one that could get ahead of problems.
- Co-designed reports with end usersWorked with people inside the business to understand exactly what customers wanted to see, and extracted the relevant data to match.
- Deepened customer trustCustomers gained visibility into their own performance — building confidence in the product.
- Extended customer lifetimeStronger relationships meant longer-lasting accounts.
The outcome
Data their customers can see and trust
The business gained a view of how its customers were performing on the platform — and data it could put in front of those customers. The value showed up where it matters most in a customer-success-driven business: deeper relationships, greater trust in the product, and accounts that last longer.
Shere transformed our customer data into a coherent and highly actionable reporting resource, masterfully developing a user-friendly Power BI dashboard and creating powerful, intuitive reports — invaluable in offering our team clear insights. Their ability to build impactful reports and deliver practical solutions is truly impressive. I would highly recommend Shere for any data analysis, data visualisation, or project management work.