Data-Driven Growth for a Leading Workspace Provider

Our client, a provider of ergonomic desks and workspace products, wanted to understand the lifetime value of their customers so they could improve service offerings, invest capital where it was most needed, and target customers at the right time.

The management team were making many operational decisions based on gut feel alone. Most of their products were imported from China and Europe, with global supply chains severely disrupted. It was critical that they purchased the right component parts at the right time, ensured sufficient warehousing space in New Zealand, and could turn stock over and install at customer sites quickly.

The shift towards flexible working arrangements had driven strong demand for their products, yet they lacked the data capability to capitalise on this growth or to understand the patterns within their customer base.

DataSing's insights-as-a-service model was the right fit. The client acknowledged that building data insights capability in-house was not core to their business, and our approach allowed them to access enterprise-grade analytics without the overhead.

We identified and connected key data sources across Google Analytics, their web platform, and Xero accounting software, leading to the client's first integrated Customer Data Model. We deployed Dynamics 365 Customer Voice to survey customers at one week and three months following purchase, with real-time alerts sent via Power Automate to customer representatives for any issues requiring prompt attention.

We provisioned a fully integrated Azure-based data platform including Azure Blob Storage, Azure Data Factory, and Power BI, so that customer representatives could explore data on their own. Automated data ingestion pipelines were developed from all key sources with nightly refreshes and data quality monitoring.

Throughout the engagement, we held weekly meetings with the business owner, translating technical solutions into plain English and meeting more frequently during initiation, particularly where we anticipated additional costs.

The management team transitioned from PDF-based reporting to self-service Power BI dashboards, supported by training and change management from our team.

The client no longer runs Google advertising on a fortnightly cycle without direction. They now determine frequency and targeting based on DataSing insights, resulting in measurably reduced advertising spend.

Our analysis of component part purchasing revealed that over 60% of existing customers add peripheral items (such as shelving and accessories) within two months of their initial desk purchase. This insight led to a logistics shift: peripheral items are now air-freighted rather than shipped by sea, which is cheaper and faster for smaller goods, reducing the client's overall costs and improving customer satisfaction.