People asked to be sold to, then sat in a tracker nobody worked. Who got reached, who booked, and who is still waiting became countable for the first time.
/ The problem
The business kept collecting people who, in plain terms, said they wanted to pay for help, and then never booked a call. These were the best leads it had.
They sat in the team's tracker, where follow-up was logged in free-form notes, someone typing "left vm" in one row and "called, no answer" in the next. That was fine to read one row at a time, but impossible to add up.
So the basic questions had no answers: how many people did we reach out to this week, of the people who picked up how many booked, and how many are still sitting there untouched?
/ What we did
We built a live dashboard on top of the same tracker the team already uses.
It reads the messy notes, sorts them into steady categories behind the scenes, and shows plain numbers for whatever dates you pick: how many people the team reached out to, how many actually picked up, what share of those went on to book, how many are still sitting untouched, and how long it usually takes between someone raising their hand and anyone reaching out.
Move the dates and every number recalculates on the spot. It also fills in the date of outreach on its own, the moment someone logs the result of a call. Nobody has to remember to type it.
| Lead | Reached out | Outcome | Booked |
|---|---|---|---|
| reached | yes | ||
| voicemail | no | ||
| reached | yes | ||
| never | untouched | no | |
| never | untouched | no |
tens of them, and nobody could count them before
/ What changed
Reach rate and booking rate exist as real numbers now, for any stretch of time, instead of being guessed at.
The untouched count can be checked, so a queue that is backing up gets caught early instead of found out later.
Nothing new to learn, either: the team keeps working the same way they always did.
/ Decisions worth explaining
The tidying happens behind the scenes, so the dashboard just counts. That keeps it fast, and one fix to the tidying rule fixes every number at once.
Change the date range and everything recalculates right away. Newly logged leads are pulled in when someone refreshes, not second by second. That is on purpose, so the dashboard is never rebuilding itself while someone is reading it.
It checks the right place before it writes anything, so working elsewhere in the data can never overwrite something good.
Standing the dashboard up leaves the team's existing data untouched, so nothing they built on top of it breaks.