Case Study: iClinic (medical SaaS) achieves legendary customer experience and business impact with AskNicely

Why and How Fernando Helps iClinic Turn Customer Feedback Into Business Impact

iClinic, a SaaS company serving healthcare providers, needed a way to spread customer obsession across the business and turn feedback into actionable decisions so clinicians could focus on care rather than technology. To close that loop they adopted AskNicely’s customer feedback/NPS platform to capture how customers feel, surface recommendations, and make customer sentiment visible across teams.

AskNicely’s solution collects and segments daily feedback, which iClinic shares company-wide and uses in weekly cross-team meetings to prioritize work, improve support, and design better customer experiences. While the case study doesn’t list specific numeric metrics, AskNicely helped iClinic make more customer-centric decisions, target projects to satisfied customers, and strengthen relationships that generate “wow” moments.

iClinic

Fernando Ponciano

Head of Customer Experience