The Platform Utilization Analytics dashboard gives you a clear lens into how your customers are adopting and engaging with your digital tools. It helps you answer critical questions like.
Are our biggest accounts actually using the platform?
Which customers need more support, training, or follow-up?
By regularly reviewing this dashboard, you can proactively identify onboarding gaps, prioritize outreach, and strengthen long-term customer retention.
The more your customers use the platform, the more value they receive, and the less time your team spends fielding updates or chasing documents. This isn’t just an analytics tool... it’s your roadmap to more efficient operations and stronger relationships.
Expansion Rate Analysis
Quickly assess how much of your business is digitally visible to customers. A low rate suggests a need to invite more users or improve onboarding. A high rate means fewer calls/emails for your Operators/CX Reps and a better customer experience. It’s a direct way to spot whether customers are engaging with the platform post-sale.
S-Files
This gauge shows what percentage of total shipment files were made available to your customers who are onboarded onto the platform over the past 12 months. The blue area represents files that were digitally accessible; the gray area shows what wasn't.
Uses cases
If the number is low, it may mean large customers haven’t been onboarded, or shipments aren't being shared. Improving this metric directly reduces manual workload and boosts customer satisfaction.
B-Files
Similar to S-Files, but this one tracks brokerage files. It shows the share of brokerage files customers could view on the platform over the last 12 months.
Uses cases
Higher percentage means fewer questions about customs clearances, charges, or document access. This stat helps you validate digital adoption for compliance-heavy workflows and spot where your customers may still be relying on offline communication.
Active Users
This donut chart tracks how many of your total invited customers/users were active in the last 6 months. In this case, 774 out of 1,390 users logged in or used the platform in some capacity.
Uses cases
This is your digital engagement rate. If active user % is low, it could mean several things:
training for your customers is needed
the CX portal value hasn’t been communicated
the wrong customers were invited
Strong engagement signals retention and value being realized by the customer.
Top 25 Non-Onboarded Customers by Volume
Even if overall platform adoption looks strong, large customers who aren’t onboarded can create blind spots in your operations both for your team and for the customer. This section pinpoints your highest-volume accounts that are still operating offline, meaning they aren't seeing job visibility, and your team may still be fielding manual updates. These accounts represent your biggest wins waiting to happen.
A bar chart that ranks the 25 customers with the highest shipment volume who still aren’t onboarded to the platform. It includes total file counts over the past year.
Uses cases
Spot high-impact opportunities for onboarding. These are likely your biggest accounts that could benefit most from platform visibility, and drive down your team’s manual workload once onboarded. Great for prioritizing outreach and AM follow-up.
Platform Invitation Statistics
Inviting customers is the first step toward platform adoption, but simply sending an invite isn’t enough.
This section helps you understand how your invitations are landing:
Are customers accepting them quickly?
Are too many going ignored or expiring?
By tracking invite outcomes over time, you can identify friction points in your onboarding flow and adjust your approach to improve conversion and engagement.
Uses cases
Gauge how effective your team is at onboarding customers. A spike in expired invites? Maybe the invite method or timing needs adjusting. A long response time? It might help to follow up with additional context or support. This helps you fine-tune your onboarding workflow.
Usage Over Time
Getting customers onboarded is only half the equation- the real value comes when they actively use the platform.
This section reveals how consistently your onboarded customers are logging in, which organizations are most engaged, and which parts of the platform they rely on. It's your pulse check on stickiness. Use it to spot power users, flag inactive accounts before they churn, and identify which features need more promotion or enablement.
Breaks down actual usage by your onboarded customers over the past 30 and 90 days. Includes total logins (“Active Days”), unique users, usage trends over time, and a detailed table of user activity (last login, email, organization).
Uses cases
See who’s logging in, and who isn’t. Low engagement might signal the need for training, better timing of invites, or friction in how the customer sees value. You can use this to flag churn risk or validate where the platform is really driving stickiness.