overview
A customer-centric view tracking revenue, sales, and active customers, designed to bridge the gap between commercial performance and operational support.
the problem
The business was suffering from a 22% churn rate. Stakeholders could see that customers were leaving, but couldn't answer why. Billing, usage, and support data lived in silos.
usability & ux
I implemented a clear hierarchy: KPIs → Trends → Breakdown → Detail.
- The top row gives executives an instant pulse (Total Sales, Active Customers, Churn Rate).
- The middle section uses a donut chart for B2B/B2C revenue split and a line chart for daily invoice amounts to spot cash-flow trends.
- The bottom table acts as the "investigation zone," allowing users to drill down into specific segments (Enterprise vs. SME) and customer statuses.
dax & modeling
To make this work, I had to build a robust Star Schema connecting the Customer, Invoices, and Support tables.
key measure
Churn Rate =
DIVIDE(
COUNTROWS(FILTER(Customers, Customers[Status] = "Churned")),
COUNTROWS(Customers)
)outcome
The dashboard transformed a reactive churn report into a proactive support tool. Management can now pinpoint exactly which customer segments are waiting too long for resolutions and bleeding revenue.
the .pbix
Explore the file
Want to look under the hood? The Power BI file is in my public OneDrive folder. Open it in Power BI Desktop to explore the data model, relationships, DAX measures and report pages.
Projects Portfolio / Power Bi Projects
open in onedrive ↗