Case Study: Rentman achieves 96% CSAT with Klaus

How being customer-centric puts software company Rentman ahead of their competition with a CSAT of 96%

Rentman, a SaaS company, faced the challenge of maintaining its high standard of customer support quality and proving the value of its customer-facing team, especially during periods of high agent turnover. They partnered with Klaus (now Zendesk QA) to implement a formal quality assurance program to measure performance and embed a customer-centric philosophy across the entire company.

The solution from Klaus involved a comprehensive QA strategy featuring peer-to-peer reviews, clear rating guidelines, and custom evaluation categories. This provided objective performance data, streamlined onboarding, and fostered a culture of continuous feedback. The measurable impact was a sustained 96% customer satisfaction score (CSAT), proving the program’s success in maintaining quality and reinforcing the support team's crucial role in the business.

Rentman

Lilith Antunovic

Customer Experience Manager