Case Study: Fyle empowers customer success self-service with Appsmith

How Tiger Global funded Fyle Empowered Their Customer Success Team with Appsmith

Fyle, a global expense management software company backed by Tiger Global, needed a better way to handle frequent internal service requests without overloading its engineering team. To reduce manual work and improve turnaround times, the company looked for an internal tool platform and chose Appsmith, along with evaluating other options like Retool and Internal.

With Appsmith, Fyle built an internal service request management system that let its customer success team validate and resolve requests on their own, including enabling or disabling customer-specific features and settings. The result was a major reduction in dependency on engineering: 100 of 300 service requests were resolved self-service, and Fyle automated 30% of service requests in a quarter, cutting request turnaround time from days to just seconds.

Fyle

Jatin Sharma

Operations Engineering