E-KB-N/betekbn-ghana-cx-analytics

An end-to-end Power BI analytics solution designed to evaluate customer onboarding friction, identity verification (KYC) bottleneck points, and support resolution performance for BETEKBN Ghana. # BETEKBN Ghana – CX & KYC Onboarding Analytics An end-to-end Power BI analytics solution designed to evaluate customer onboarding friction, identity verification (KYC) bottleneck points, and support resolution performance for **BETEKBN Ghana**. ## Executive Summary As digital onboarding scales across iGaming and fintech platforms, verification delays directly impact customer retention and initial deposit conversions. This project analyzes a 30-day operational dataset from **BETEKBN Ghana** to identify manual review triggers, evaluate support escalation rates via Jira, and pinpoint key drivers behind CSAT fluctuations. ### Key Highlights: * **Total Registrations Analyzed:** 1,000 * **Auto-Approval Rate:** 76% * **Jira Escalation Rate:** 24% * **Average Resolution Time:** 2.12 Hours ## 🔍 Key Analytical Insights 1. **KYC Bottlenecks:** Ghana Card accounts for the vast majority of manual verification reviews and rejections. 2. **Primary Trigger:** Approximately **38%** of manual review escalations stem from **Blurry Ghana Card Uploads**. 3. **CSAT Impact:** Customer satisfaction drops sharply from **4.75** for automated approvals down to **1.29** for rejected registrations, emphasizing the need for real-time document quality checks during upload. ## 🏗️ Technical Architecture & Data Pipeline This project is built as an end-to-end data pipeline simulating an enterprise analytics workflow at EKBN Gaming (Betekbn): (Python generator $\rightarrow$ SQL schema $\rightarrow$ Power BI report). ┌───────────────────────────────┐ ┌───────────────────────────────┐ ┌───────────────────────────────┐ │ 1. Python Data Layer │ ──► │ 2. SQL Warehouse Layer │ ──► │ 3. Power BI Visual Layer │ │ generate_cx_dataset.py │ │ schema_and_queries.sql │ │ betekbn_cx_dashboard.pbix │ │ (Raw Customer Logs & Synthetic│ │ (Snowflake/Postgres Schema & │ │ (DAX Measures, Data Model, │ │ Verification Data) │ │ Analy …