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The Unified Support-Engineering Flywheel: Data, AI and Shared Metrics to Maximize CSAT

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  • Mukul Garg

Abstract

This article introduces the Unified Support-Engineering Flywheel, a framework integrating data engineering, artificial intelligence (AI), and shared key performance indicators (KPIs) to dismantle organizational silos between support and engineering teams. By unifying support metrics (First Contact Resolution [FCR], Resolution Time), engineering metrics (Mean Time to Repair [MTTR], Log Error Rates), and Customer Satisfaction (CSAT) within a data lakehouse/mesh architecture, organizations can leverage AI-driven root cause analysis to proactively address systemic customer experience (CX) issues. Case studies demonstrate 25–40% improvements in CSAT within 6 months of implementation. The flywheel’s self-reinforcing cycle—where shared data enables faster issue resolution, improving CX and generating higher-quality data—proves critical for aligning cross-functional goals and maximizing customer satisfaction.

Suggested Citation

  • Mukul Garg, 2024. "The Unified Support-Engineering Flywheel: Data, AI and Shared Metrics to Maximize CSAT," International Journal of Scientific Research in Computer Science, Engineering and Information Technology, International Journal of Scientific Research in Computer Science, Engineering and Information Technology, vol. 10(6), pages 2509-2511, November.
    • Handle: RePEc:jbh:ijsrcs:v10:y2024:i6:id:1547
    DOI: 10.32628/CSEIT25113368
    Note: Article URL: https://ijsrcseit.com/home/article/view/CSEIT25113368
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