Case Study: FleetPartners lifts customer experience with Genroe and CustomerGauge

FleetPartners boosts CX at speed with Genroe, closing the loop in 72 hours and cutting 1,500 misrouted calls a month

FleetPartners, a leading provider of vehicle leasing and fleet management services, sought to transform and significantly improve its customer experience (CX) approach. To achieve this, they partnered with the vendor Genroe and implemented the CustomerGauge platform to gather real-time Net Promoter Score (NPS) data and actionable customer insights.

Genroe's solution involved restructuring FleetPartners' CX delivery around a new governance body, the CX Forum, and implementing a strict 72-hour close-the-loop process managed by customer champions. This empowered the company to make data-driven, operational changes that improved call routing. The results included a dramatic increase in both customer outcomes and employee engagement, which scored a perfect 10 out of 10, while also eliminating 1,500 incorrectly routed calls per month.

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