AT A GLANCE

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Powering Amazing Customer Experiences with DataFreeing Executives to Make Decisions, Not ReportsSpareFoot has always been using data to come up with solutions. For six years

SpareFoot has been helping customers find, compare and rent self-storage via a

single online marketplace – using data to simplify a once-stressful process. Originally

focused on person-to-person storage, in 2011 SpareFoot expanded to include

inventory from self-storage facilities. The move would prove to be nothing short of

transformational for the young company. Practically overnight the startup would grow

to be not only the largest online storage directory in the world, but larger than all

other storage directories combined.

Pivotal to SpareFoot’s success was the guidance of the executive team, whose

decision-making process was naturally influenced by the vast stores of data was

being produced – from marketing performance, to audience demographics, to

conversion rates. To gather and analyze that information, SpareFoot’s execs relied on

an internal system, pulling data into Google Docs or Excel to perform independent

analyses. But as SpareFoot grew, not only were they finding the manual process was

too laborious, but also that the data from their internal tool was coming into conflict

with other systems, like Salesforce – casting doubt on its accuracy.

SpareFoot needed a solution that would allow them to unite their many, disparate

data sources into a single, holistic view. They needed to free their key stakeholders

from report creation so they could focus on insight consumption. And they needed a

tool that would scale with their business and its growing needs.

Discovering New Ways to Optimize Performance with Data

1© 2014 GoodData Corporation. All rights reserved.

Company: eCommerce, 180 employees

Customer Since: 2012

Solution: GoodData Platform

Use Case: Executive dashboards, Call center analytics

Favorite Metric: Call center performance

Best Feature: Report builder

Results: ► 2 successful GoodData analytics launches in less than 6 weeks each

► Executives given time insights into sales & service performance

► Call center staffing fully optimized, with significant service improvements

► Enhanced sales and customer satisfaction across multiple dimensions

► 50% of company now using GoodData and growing

SpareFoot began their search for a BI solution that would allow them to automate

data discovery, uniting their data sources to enable fast reporting and informed

decision-making. Three things were critical to SpareFoot in choosing a BI solution.

First, it had be a cloud-based solution to align with the company’s all-digital, all-cloud

model. Second, knowing that exec reports were just the start, they were looking for

one end-to-end platform that could do it all – a single solution that could scale with

their quickly-growing business. Finally, they wanted the demonstrated expertise of an

experienced vendor. GoodData was the obvious choice.

As Josh Lipton, vice president of technology, put it; “We wanted a platform, not a

product – a grown-up data solution that could handle anything we threw its way.

GoodData is powerfully engineered and proven. We knew that the GoodData promise

wasn’t just marketing speak, it was real.” Josh worked closely with the GoodData

services team and one other internal stakeholder to deploy the solution in just six

weeks. “The GoodData services team was absolutely amazing to work with,” Josh said.

“We look at them as an extension of us, a way of augmenting our own capabilities.”

team@gooddata.com 415-200-0186 @gooddataGet in touch.

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gooddata.com

SpareFoot’s Call Performance Dashboard.All data has been genericized.

“GoodData is the only grown-up BI solution on the market. It’s engineered for performance, built for speed, and supported by the best services team around.”

Josh LiptonVP of Technology, SpareFoot

The launch was so successful that in short time, SpareFoot would embark on

a second data project, bringing BI capabilities to their “Amazing Customer

Experience” (ACE) team in another six-week sprint. They challenged the ACE team to

experiment with the platform, exploring the reaches of its capabilities and the value

it could deliver. As Josh explained, “We let the team run with GoodData and we

almost couldn’t believe where they took it. With no training at all, they were able to

create beautiful dashboards that gave us all fresh, real-time insight into performance,

progress toward targets, forecast, and more.”

The impacts of implementing GoodData at SpareFoot have been far-reaching, touching

almost every aspect of the company.

Cost Reductions / Improved Productivity:► Insights into call center volume and team performance allowed them to optimize

staffing, eliminating fluctuations in FTEs and reducing oversight. Their current ACE team is not only better, it’s grown from three people to 82 experienced members, with seven team leads in charge of reporting.

Enhanced Customer Satisfaction / Increased Sales:► Identifying the impact of the number of rings and hold time for incoming calls allowed

them to improve customer service. By reducing answer time to a single ring, they’ve dramatically increased conversion and service scores, helping spur their growth from a 40- to a 180-person company.

Heightened Visibility / Accountability:► The whole team has visibility into their performance and accountability for their

success, with always available, always accurate reporting. The Sales Team has the data they need to take a strategic approach, allowing them to attain and exceed quotas.

“Leveraging GoodData, we can tap into not just all of our data, but also the brain

trust of the entire organization to solve our business challenges,” Josh said. “That’s

extraordinarily powerful.”

Shaping a Growing Business with Data Insight