How Real-Time Customer Feedback Drives Customer Obsession at Fleetio
How does a SaaS-based fleet software company solve complex customer needs at scale?
They rally their entire organization around customer feedback.
Fleet Management Software Meets Real-Time Customer Feedback
To say the fleet management industry is complex is a massive understatement. The role of a fleet manager requires keeping several dozen spinning plates in the air (vehicle maintenance, strict regulatory compliance, stringent budgetary requirements, logistics management, and everything in between). Fleetio is tasked with modernizing, simplifying, and improving these fleet management processes with SaaS technology, which is no easy feat. Meeting the challenges of their customers requires a deep understanding of the complex problems they need to solve. In other words, having a scalable mechanism for real-time customer feedback is not just important, it’s essential to their business model and their competitive advantage.
Empowering an Entire Organization with Customer Feedback
Operationalizing customer feedback at Fleetio required an always-on approach to NPS. This meant creating a constant, real-time flow of customer feedback to every department. By taking advantage of workflows within AskNicely, they were easily able to automagically reduce churn, get more customer reviews, and ultimately rally the entire organization around customer obsession.
“We wanted a better indicator of how people were feeling about Fleetio as a whole. We decided Net Promoter Score (NPS) was the best way to do that.”Wendy PochopDirector of Customer Success, Fleetio
From rapid business growth initiatives to sales enablement to product roadmap development, Fleetio automated customer feedback — powered by the NPS framework — to close the customer feedback loop to achieve meaningful result across their entire business. To learn more about how Fleetio used AskNicely to drive a customer-obsessed culture, read the full case study.