For Chris Brogan, VP of Customer Operations at Token, data isn’t just important, it’s critical. Leading a fully remote team, he relies on real-time insights to keep Customer Support aligned, responsive, and informed.

Before implementing Geckoboard, reporting was a challenge. As a small team without a dedicated data owner, Chris was frequently asked for updates on ticket trends and customer satisfaction. Reporting was manual, time-consuming, and often failed to tell a clear story.

Within three months of joining Token, Chris introduced Geckoboard alongside Zendesk, moving away from Jira. The impact was immediate.

Empowering teams to own their data

Chris invited his team to use Geckoboard for their reporting needs — something they’d struggled to do with Zendesk Explore due to the steep learning curve to really nail it.

With Geckoboard, teams at Token now have direct access to the data they need:

  • Customer Support tracks live ticket queues, satisfaction scores, and identifies root causes of issues.
  • Product & Engineering monitors customer feedback and incident trends to inform development priorities.
  • Customer Success gets full visibility into customer interactions and issues in real time.

Instead of waiting for reports, team members can now self-serve, reducing reliance on Chris and improving efficiency across the board.

Real-time insights for faster decision-making

The team at Token understands that the world of payments is an emotional space for the end user, therefore it’s absolutely critical that they’re able to react fast.

As a remote team, they can’t rely on TV dashboards or in-person meetings to drive action. Instead, they integrate Geckoboard with Slack — sharing snapshots and pinning live dashboard links in relevant channels.

“Because we’re fully remote, the Geckoboard integration with Slack has been really vital for us to have accurate, real-time data.”

This enables:

  • Faster incident response, with clear visibility into emerging issues.
  • More effective workload distribution, ensuring agents get support when needed.
  • Increased transparency, reducing questions from senior stakeholders.
  • A stronger focus on wins, with CSAT and QA data encouraging the team.
“We’ve seen an increase in quality as we’re able to show the rest of the business customer satisfaction and QA data in real-time.”

A more connected, data-driven culture

By making data visible and accessible, Geckoboard has transformed how Token collaborates. Instead of static reports, dashboards spark real-time discussions in Slack, helping teams take action when it matters most.

“Having dashboards in Slack at a regular occurrence is really vital to be able to tell stories about what’s happening for each of the teams”

For Chris, this isn’t the first time he’s introduced Geckoboard to a business — and it likely won’t be the last. By enabling teams to self-serve their reporting, stay informed, and make data-driven decisions, Geckoboard continues to be a game-changer for high-performing, remote teams like Token’s.

Does your remote team need more oversight of your real-time data? Try Geckoboard for 14 days free.