Case Study: Hivelocity achieves real-time customer insight and reduced churn with Customer Thermometer

How Hivelocity delivers ultimate customer centricity

Hivelocity, a multi‑site data center provider known for prioritizing customer service, faced a visibility problem: its support-ticket feedback process couldn’t be easily drilled into or actioned, limiting its ability to reduce churn (a review showed 12% of lost customers were avoidable) and to scale consistent service even as NPS sat in the upper‑70s. To fix this, Hivelocity evaluated options and chose Customer Thermometer’s survey and dashboard platform — including real‑time Slack alerts, agent leaderboards and API integration — instead of continuing with in‑house development.

Customer Thermometer’s completed‑survey pricing and API hookup delivered rapid ROI and a single real‑time view of customer sentiment and support performance. The deployment produced measurable outcomes: genuine customer feedback for social channels, immediate insights into team and individual performance, faster escalation and resolution of poor experiences, and a bonus scheme tied to CT metrics — all helping address the identified 12% of avoidable churn and supporting Hivelocity’s plans to scale its support operation.

Hivelocity

Rick Nicholas

VP of Colocation and Managed Services