Jess contributes to business direction relying on data collected from every revenue stream. When managers need to submit a refund to a customer, details about why are included as criteria for approval. Jess needs to evaluate patterns quickly to give Customer Success Managers suggestions to improve performance. Having unorganized details per submission makes it difficult and time consuming to filter for certain trends or customer qualities. She fears that might miss key information that could help steer Datalign in a net positive direction. 

Grayson has a direct relationship with each client. Day to day, his conversations include performance strategies, technical support, and general feedback about budget spending. In order to do his best work, he needs quick access to client information as well as a bigger picture about performance trends. Another part of maintaining positive relationships with clients is to process refund requests. These can be spotted as anomalies Grayson notes, or coming from the client. Each request takes time to be evaluated by the team, submitted by Grayson, and reported back to the client for reassurance. 

Alyssa is responsible for tracking changes performance through a financial lens. She reports to Datalign executives performance quality based on the reasons customers are requesting refunds and how much monthly revenue is impacted. Having information easily accessible is critical to provide her the necessary context for accurate reporting.