How To Calculate GMAU in Salesforce Service Cloud | Arithmix

Calculating GMAU in Salesforce Service Cloud can be a valuable tool for businesses to measure the effectiveness of their customer service efforts. But before we dive into the how, let's first understand what GMAU is and when it's valuable to calculate.

What Is GMAU?

GMAU stands for Gross Monthly Active Users. It is a metric used to measure the number of unique users who have engaged with a particular service or platform within a given month. In the context of Salesforce Service Cloud, GMAU would measure the number of unique users who have interacted with the customer service team or accessed the self-service portal within a month.

Calculating GMAU can provide valuable insights into the level of engagement and satisfaction of your customers. It can also help businesses identify trends and patterns in customer behavior, which can inform future customer service strategies.

When Is It Valuable To Calculate GMAU?

Calculating GMAU can be particularly valuable for businesses that rely heavily on customer service as a key differentiator. For example, if you run an e-commerce business, having a high level of engagement with your customer service team or self-service portal can be a key factor in driving customer loyalty and repeat business.

Additionally, GMAU can be useful for businesses that are looking to identify areas for improvement in their customer service operations. By tracking GMAU over time, businesses can identify trends in customer behavior and adjust their customer service strategies accordingly.

Overall, calculating GMAU in Salesforce Service Cloud can be a valuable tool for businesses looking to improve their customer service operations and drive customer engagement and loyalty. By understanding what GMAU is and when it's valuable to calculate, businesses can leverage this metric to gain valuable insights into their customer base and inform future customer service strategies.

How Do You Calculate GMAU in Salesforce Service Cloud

Salesforce Service Cloud itself isn’t naturally geared towards letting you calculate complex metrics like GMAU. As an alternative, teams typically use products like Arithmix to import data from Salesforce Service Cloud and build out dashboards.

What is Arithmix?

Arithmix is the next generation spreadsheet - a collaborative, web-based platform for working with numbers that’s powerful yet easy to use. With Arithmix you can import data from systems like Salesforce Service Cloud, combine it with data from other systems, and create calculations like GMAU.

In Arithmix, data is organized into Tables and referenced by name, not by cell location like a spreadsheet, simplifying calculation creation. Data and calculations can be shared with others and re-used like building blocks, vastly streamlining analysis, model building, and reporting in a highly scalable and easy to maintain platform. Data can be edited, categorized (by dimensions) and freely pivoted. Calculations are automatically copied across a dimension - eliminating copy and paste of formulas.

Arithmix is fully collaborative, giving your entire team access to your numbers and the ability to work together seamlessly.

Calculating GMAU in Arithmix

Calculating metrics like GMAU is simple in Arithmix. Once you've created your free account, you’ll be able to import your Salesforce Service Cloud data, and use it to create natural language formulas for metrics like GMAU.

Arithmix is designed to give you the power to build any calculations you want on top of your Salesforce Service Cloud data, while also being easy to use and collaborate on. You can share your dashboards with users inside and outside of your organisation, making it easy to empower your whole team.