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Case Studies > Upwork needed a faster way to diagnose the performance of their global jobs marketplace

Upwork needed a faster way to diagnose the performance of their global jobs marketplace

Technology Category
  • Analytics & Modeling - Machine Learning
  • Analytics & Modeling - Predictive Analytics
  • Analytics & Modeling - Real Time Analytics
Applicable Industries
  • Professional Service
  • Software
Applicable Functions
  • Business Operation
  • Sales & Marketing
Services
  • Data Science Services
  • System Integration
The Challenge
Despite their global reach, the Upwork team runs lean. But with over 5 million companies posting jobs and a community of 12 million freelancers, the team struggled to diagnose changing conditions, quantify the impact to the business, and quickly recommend a clear course of action. The team had a rich set of dashboards that showed when key metrics like revenue and job fill rates changed, but understanding why those KPIs fluctuated required hours or weeks of manual investigation in spreadsheets and BI tools.
About The Customer
Upwork is a global online marketplace that connects freelancers with clients. With a mission to increase economic opportunity for freelancers and organizations alike, Upwork serves tens of millions of people worldwide, offering them freedom and flexibility in their work. The platform supports over 5 million companies posting jobs and a community of 12 million freelancers. Upwork's Finance and Strategic Planning team faced challenges in forecasting due to the complexity and diversity of the marketplace, which required a more efficient way to diagnose performance and understand key metrics.
The Solution
The Upwork team implemented Sisu, an operational analytics platform powered by machine learning, to diagnose why their critical metrics were changing. Sisu's approach allowed the team to get answers to their toughest business questions quickly and made complex analysis easy and accessible. By continuously monitoring all organizational information, Sisu automatically recommended meaningful facts in seconds and tracked changes to the data over time. This enabled the Upwork team to respond to new inquiries in minutes instead of days and make more data-informed decisions in partnership with the business. Additionally, the team used Sisu to analyze what makes a successful job posting for freelancers and enterprises, sharing these insights with product and client support teams to grow the marketplace.
Operational Impact
  • The Upwork team can now respond to new inquiries in minutes instead of days.
  • They are able to make more data-informed decisions in partnership with the business.
  • The team has a more accurate forecasting model and a continuous means to measure the success of the marketplace.
Quantitative Benefit
  • Upwork supports over 5 million companies posting jobs.
  • The platform has a community of 12 million freelancers.

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