Case Study: Fleetio achieves real-time customer insights and higher NPS with AskNicely

How Real-Time Customer Feedback Drives Fleetio’s Customer-Obsessed Culture

Fleetio, a Birmingham, Alabama–based SaaS company that modernizes fleet management, faced the challenge of measuring customer happiness holistically across multiple product touchpoints. Broad legacy metrics didn’t allow Fleetio to segment feedback or act in real time, so they selected AskNicely’s NPS-driven platform to get always-on, actionable customer sentiment across mobile, web and feature-level interactions.

AskNicely was implemented in under a day and integrated with Intercom to push real-time NPS data into Fleetio’s customer health reports. AskNicely workflows automatically turn promoters into review requests (driving a sharp rise in Capterra reviews), prompt detractors to schedule 15-minute feedback calls, and route case-study interest to marketing. Feedback is shared company-wide via Slack and meetings, and Fleetio now uses AskNicely-powered NPS as a sales asset—cited in enterprise pitches and credited with helping close deals.

Fleetio

Wendy Pochop

Director Of Customer Success