Reporting on Outcomes: Connecting CSM Work to Measurable Results

Hook had a reporting gap for a long time. The stopgap was a set of Grafana dashboards built privately and shared with a handful of customers – useful, but never intended as a real solution. With reporting needs growing across email campaigns, agents, and CSM performance, it was time to step back and think about what a full reporting system should actually do.

This case study covers the decision to build from scratch over off-the-shelf, research with three customers that reshaped the scope, and the design of a reporting system built around outcome attribution – not just activity metrics.

Coming soon....