This report analyzes a real-world snapshot of support ticket data from a global tech company. Using R and R Markdown, the analysis identifies product-platform combinations contributing to a growing backlog and proposes actionable solutions.

While most case studies focus on converting casual riders to members, this analysis takes a data-driven contrarian view. Our findings suggest casual users may generate higher per-ride revenue, prompting a strategy shift toward segmentation and targeted engagement rather than blanket conversion.