Increasing Customer Acquisitions Through Data Discovery

Case Study

About Helpling

Helpling is a mobile app that matches time-strapped working professionals with local, fully-vetted home cleaners in the United Kingdom.

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Nicolas de Luis/>

Helpling is a mobile app that matches time-strapped working professionals with local, fully-vetted home cleaners in the United Kingdom. Helpling’s mission is clear: to provide a simple, reliable and hassle-free service to their consumers.

The Challenge

Helpling had previously invested in a Business Intelligence solution, but the team found the platform clunky and would often find ways to avoid using it altogether. With a growing customer base, Helpling was collecting a massive amount of data on a daily, weekly and monthly basis. And yet, the team at Helpling was still not gaining value from their solution.

With the information that was pulled from this solution, Helpling found the reports difficult to understand and could not discern where the numbers were coming from. This, coupled with the team’s overall avoidance in using the platform, Helpling was unable to efficiently track their KPIs.

Before Chartio, the Executive team did not have confidence in the reports we were showing them.

—Nicolas de Luis, Head of Operations at Helpling

“Before Chartio, the Executive team did not have confidence in the reports we were showing them,” said Nicolas de Luis, Head of Operations.

Helpling knew that it was time to purchase a more robust and user friendly solution for their Business Intelligence needs. Simply, the company wanted to enable every team from Operations to Marketing to Product to see and analyze live business data.

The Solution

Helpling made the decision to switch to Chartio and found instant value and an uptick in usage across the company. Team members who previously avoided using a Business Intelligence tool were enamoured with Chartio’s ease of use and approachable design.

Today, the Helpling team enjoys using their Business Intelligence tool and relies on it while interacting and filtering their reports that directly influence the company’s KPIs. Everyone from an analyst, who is familiar with data, to a member of the Customer Service team can use Chartio.

The Customer Service team uses Chartio every day to track average call times and the number of customer requests in real-time, giving them insights into mid-day projections and performance.

“Everyone at Helpling uses Chartio to reach their business goals and track KPIs with efficiency and confidence.” said Nicolas.

The Operations teams and Analysts are constantly looking at their live data in Chartio to analyze and optimize how features are being used, how their call centers are working and digging deep into their financial reporting.

—Nicolas de Luis, Head of Operations at Helpling

“The Operations teams and Analysts are constantly looking at their live data in Chartio to analyze and optimize how features are being used, how their call centers are working and digging deep into their financial reporting and accounting,” said Nicolas.

The Outcome

Helpling’s Marketing team is now able to holistically track their efforts and measure the success of every affiliate program based on the appropriate channel. Through Chartio, Helpling was able to discern that 16% of customer acquisitions per month were attributed to a specific affiliate program.

For any Marketing department, tracking attribution of affiliate programs is an invaluable strategy. For Helpling, this particular affiliate program was promo code based and tied to back-end data. Traditionally, one would not be able to apply back-end data to analytics on specific landing pages, but through Chartio, Helpling was able to do just that.

Chartio was able to blend Helpling’s Heroku database with their landing page analytics via Google Analytics and create a dashboard. Through this dashboard, Helpling was able to see an increase in monthly customer acquisitions and the team decided to increase this affiliate program’s efforts based on the proven success.

Without the ease of Chartio, the Marketing team would have had to go through constant back-and-forth with their development team to run queries and filter the reports. Now, everyone at Helpling has access to Chartio can run reports and manipulate data in real-time.

Chartio has been easy for those without any SQL or data knowledge to manipulate data themselves. Anyone can get what they need from the data without having any prior data understanding.

—Nicolas de Luis, Head of Operations at Helpling

“Chartio has been easy for those without any SQL or data knowledge to manipulate data themselves. Through the slider, data filters and drag and drop features, anyone can get what they need from the data without having any prior data understanding,” said Lewis Davies, Marketing Associate.


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