Turning Customer Data Into Business Intelligence

The Problem 

Dr. Diamond's Metacine came to us with a CX operation that was flying blind. Their Gorgias CRM was underdeveloped — no structured ticket categorization, no actionable reporting, and no clear way to surface what was actually happening across customer interactions. 

For a brand selling clinical-grade skincare, that's a real risk. Adverse reactions and poor product results aren't just customer service issues — they're medical and operational signals that need to reach the right people, fast. Without the infrastructure to capture and route that data, those signals were getting lost. 

The result: slow response times, underperforming support, and a leadership team with no visibility into what their customers were actually experiencing. 

The Game Plan 

We started where we always do — by asking what data actually matters to the client, and why. 

For Dr. Diamond's, the answer was clear: product performance, adverse reactions, and customer outcomes had to be front and center. Everything else was built around that. 

CRM Restructure (Gorgias) 

• Built out Ticket Fields and Conditional Fields so every issue is categorized, every ticket is tied to a specific product, and every closed ticket is mapped to a specific outcome 

• Established a tagging system and custom views to prioritize tickets by urgency and customer status — subscribers and VIP customers surfaced first 

• Created reporting and analytics dashboards capable of pulling data at a granular level, giving each team exactly what they need to act on

Knowledge Base

• Consolidated all SOPs and product information into a single, accessible Knowledge Base

• Gave CX agents a reliable reference point — faster answers, fewer errors, and a foundation for onboarding and team growth going forward

The Results 

• 94% CSAT 

• Response times dropped from 24+ hours to under 15 minutes — driven by a cleaner CRM setup and an updated Knowledge Base that agents can actually use 

Beyond the headline numbers, the bigger win is organizational. Dr. Diamond's leadership team now has real CX signal — they can see patterns and recurring issues across the buying journey and respond to them with intent, not instinct. 

Each team gets the data they need: 

• Medical team receives granular product performance and quality reports 

• Ops team tracks delayed, damaged, and stolen parcels — and uses that data to close gaps in the fulfillment chain faster than ever before 

CX stopped being a support function and became a source of intelligence across the entire business.