Case Study: Indian River Networks boosts client engagement and cuts CSAT costs with Simplesat

Indian River Networks - Customer Case Study

Indian River Networks, a Florida-based IT services and consulting firm, needed a better way to manage customer feedback after years of using Smileback with ConnectWise. The tool had become less engaging for clients, produced incorrect feedback at times, and no longer justified its rising costs, so the team looked for a simpler, more effective CSAT solution. They chose Simplesat for its easy setup, fun interface, and strong integration with ConnectWise.

Simplesat migrated Indian River Networks’ historical CSAT data, integrated with their ITSM workflow, and enabled real-time alerts through email and Slack. The result was a 25% increase in client engagement, a 50% reduction in CSAT costs, and improved service quality and team morale. Indian River Networks said Simplesat helped them stay focused on their core business while giving customers a more positive feedback experience.

Indian River Networks

Eric Smith

President