Our Work
Selected Projects and Systems We've Delivered
A look at the technology ShepOps Group has designed, built, and delivered, along with the problems we solved, the services we provided, and the outcomes our clients saw.
How a Tax Representation Firm Went from Chaos to Complete Visibility in Under a Month
The Problem
No system to track IRS representation cases, client deadlines, document requests, or communication. Security was critical due to sensitive tax data.
The Solution
- Fully custom CRM built from scratch with client profiles, case management, and document request tracking
- Built-in messaging and email, task management, and secure role-based access
- Power BI executive dashboard with real-time case volume and financial performance
- Eliminated manual reporting for leadership entirely
"Before this, I was trying to manage everything in my head and across too many places. Now I can see every case, every client, every deadline in one place, and my leadership team has the visibility they needed without me having to prepare reports manually."
Inside the System We Built
Real-time practice dashboard showing total cases, active cases, urgent items, and pending documents, with everything visible in one place.
Every IRS representation case tracked by type, priority level, and status. Urgent cases flagged automatically so nothing gets missed.
Critical deadlines like statute expiration dates are highlighted with automatic warnings inside each case record.
Document requests and tasks assigned directly to clients with due dates, priority levels, and assignment tracking built in.
Complete audit trail of every action taken on a case, all timestamped and logged automatically for full accountability.
Two-way client communication built directly into each case, with the option to send messages as email at the same time so nothing gets lost.
Executive Reporting Dashboard
Custom Power BI dashboard built for board and leadership meetings, giving executives a complete financial picture in one view.
Revenue analysis with year-over-year comparison across quarters, built for CFO-level review.
Results
- Eliminated missed deadlines
- Reduced manual follow-up significantly
- All communication logged in one secure platform
- Leadership gained real-time visibility
- Deployed in under 4 weeks
How an Enterprise Operations Team Used AI to Unlock Performance Insights Across 7,493 Live Agent Calls
The Problem
A large operations team managing thousands of live customer service calls had no systematic way to measure agent quality, track customer sentiment shifts, or identify which call types were avoidable versus unavoidable. Leadership had instincts but no data. Managers had no consistent framework for coaching agents. The result was reactive management, inconsistent agent performance, and no clear path to improving customer experience at scale.
The Solution
- Built a three-page Power BI report analyzing 7,493 AI-scored call transcripts across agent quality, resolution outcomes, and customer sentiment
- Developed a custom AI-scoring framework measuring agents across five tone dimensions: Active Listening, Greeting and Empathy, Clear Communication, Closing Resolution, and De-escalation
- Built a sentiment shift analysis identifying which call reasons cause the largest positive and negative customer sentiment changes
- Created an agent leaderboard tracking calls handled, average tone score, first call resolution rate, escalation rate, and repeat call rate
- Designed a three-tier agent classification system: Strong Performance (8-10), Needs Work (4-7), and Coaching Opportunity (0-3) to guide targeted training
- Built scatter plot analysis correlating agent tone scores to customer sentiment outcomes to identify top performers and coaching opportunities
- Identified that 93.8% of calls resulted in strong sentiment improvement when handled by top-performing agents
- Multi-page navigation structure designed for both executive leadership review and day-to-day manager use
"For the first time, we could see exactly which agents were driving customer satisfaction and which call types we should be working to eliminate. The dashboard turned thousands of calls into a clear action plan."
Enterprise Operations Leader, Corporate Contact Center
Inside the Dashboard We Built
Executive summary view showing overall sentiment scores, sentiment shift distribution across 7,493 calls, top agent performance comparison, and call reason analysis.
Agent performance scoring across five AI-evaluated tone dimensions, resolution outcome breakdown, agent tone band distribution, and full agent leaderboard with key performance metrics.
Customer sentiment shift analysis by call type, average sentiment shift by top agents, and scatter plot correlating agent tone scores to customer sentiment outcomes.
Results
ALM Restoration | Website Development
The Project
Developed a professional website for ALM Restoration to strengthen its online presence, communicate its services, and provide visitors with a clear way to connect with the business.
Visit Live Website
The image and the button both open almrestoration.com in a new tab.
Results
- A professional online presence live at almrestoration.com
- Seven core service areas each presented on its own page
- A clear quote request path reachable from every page
- Mobile-friendly layout for customers searching on a phone
- Consistent branding carried across every page of the site
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