How Real-Time Customer Feedback Drives Customer Obsession at Fleetio

By Ezekiel J. Rudick
on 4 April 2018

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 Pochop

Director 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.

 

Get the Case Study

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 Pochop

Director 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.

 

Get the Case Study


About the author

Ezekiel J. Rudick

Ezekiel J Rudick — Zeke for short — is AskNicely’s Content and Community Manager. With over a decade of ad agency and SaaS content strategy under his belt, he oversees all things content at AskNicely. When no one’s looking he’s roughhousing with his cat Taco, fronting his indie rock band Young Elk.

Other posts by Ezekiel J. Rudick

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NPS is a registered trademark, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.