Case Study: Century Fire Protection turns negative feedback into a $1.2 million deal with AskNicely

How Century Fire turned negative feedback into a $1.2 million deal

Century Fire Protection, a U.S.-based fire protection company with 32 offices and more than 1,500 employees, needed a better way to connect with customers as the business grew through acquisitions and expanded service work. The team wanted a more streamlined feedback process and more useful customer experience metrics than their previous surveying tool could provide.

With AskNicely’s customer experience management platform, Century Fire Protection began sending regular NPS surveys, routing negative feedback to the right manager, and using automated workflows to follow up quickly with customers. This helped them improve scores, strengthen relationships, and turn a $500,000 project into a $1.2 million deal, a 140% increase in deal size, while also creating 96 custom playbooks to automate customer experience management.

Century Fire Protection

Lee Cox

Chief Operating Officer