Real-time KPI dashboards help Gogoprint improve their NPS rating from 42% to 77% in less than one year

About Gogoprint

Gogoprint is an online printing company operating across Southeast Asia, with a branch in Australia called Zenprint. Their goal is to disrupt the traditional printing industry by delivering high-quality, affordable services to companies of all sizes. They do this through modern technology and a network of printing partners that keeps costs low and machines running.

Meet Thorsten

Thorsten Schneider is Operations Manager at Gogoprint (Thailand) Ltd. He oversees every department involved in daily operations: Artwork Closing, Supply Chain, Quality Assurance, and Production. He also manages internal workflow and special PPA developments.

Too many sources, not enough clarity

"Using multiple data sources, we were overwhelmed by the amount of information we had to go through on a weekly basis. We quickly realized that we needed a flexible yet simple solution to pull the information from all the apps to a single dashboard."

Before Klipfolio, Gogoprint manually pulled data from multiple cloud applications into Google Sheets. The process was time-consuming and gave their teams no reliable way to track performance or act on what they were seeing.

After evaluating several dashboard platforms, they chose Klipfolio for its combination of simplicity, flexibility, and ease of use. Their Sales, Customer Support, and Artwork Closing teams now monitor real-time progress on TV screens, with data shared openly across departments so everyone knows where things stand.

Instead of waiting for someone to pull a number, each team can see the numbers that matter to them, updated automatically, without having to ask.

Tracking the KPIs that matter most

Gogoprint tracks the KPIs that connect directly to customer experience and operational output. Their Customer Support team monitors time spent on calls and emails to keep client communications efficient. Their art department tracks files awaiting review and files inspected, so they always know whether they're on pace to hit weekly and monthly targets.

But the number Gogoprint is most proud of is their Net Promoter Score.

"We didn't think that a single app can change much for us, but it did. Thanks to real-time reporting and the gamification element (we love all the colorful charts), departments that use Klipfolio started performing 30 to 40% better, which is a significant improvement. What we are proud of the most is our NPS rate, which grew from 42% in February 2018 to 77% in December 2018. Klipfolio played a significant part in that achievement."

That's not a dashboard win. That's a customer experience win, driven by teams who finally had consistent, trustworthy numbers in front of them every day.

Work-life at Gogoprint HQ

Gogoprint runs on a flexible culture built around high-quality execution. Their approach draws specialists from across the globe because they give employees a real voice in decision-making and the room to act on it.

New ideas are welcomed, different strategies are encouraged, and the team is treated as the company's most valuable asset.

"We love that Klipfolio allows us to export information from literally all the data sources we use in our work. The entire process is hassle-free and flexible and saves us a lot of time and energy. And, of course, everyone's favorite is the TV screen feature. It turned daily tasks into fun challenges and friendly competition."

Every Friday, regardless of how the week went, the team closes out with beers and dinner together. That consistency says a lot about how Gogoprint thinks about its people.

Advice from Thorsten

"We would definitely recommend investing in a couple of tools to automate certain processes. Of course, you can always do everything manually or use apps available for free, but these strategies will never yield sustainable results. Don't be afraid of trying out different solutions and investing money in something that can become a game-changer for your business."

If your team is still copying numbers into spreadsheets, or pasting data into a chatbot and hoping for a straight answer, you're spending time on the wrong problem. The right setup hands you the answer before you think to ask.