⭐ Case study
Empowering trust and reliability
Carly turns 32% of dissatisfied customers into satisfied ones
Since switching to Simplesat, Carly has achieved a 100% improvement in feedback visibility and now resolves issues fast enough to recover nearly a third of unhappy customers — all through real-time data and seamless Zendesk integration.
About the client
Carly is a Munich-based connected car solution that empowers drivers worldwide to take control of their vehicle’s health. They offer manufacturer-level diagnostics, custom coding, and real-time insights. With over 2 million customers, Carly has built its reputation on trust, reliability, and clear communication. Customer experience is central to the company’s growth strategy, with a strong focus on fast response times, transparent service, and continuous improvement.
Location:
Headquarters in Munich, Germany
Employees:
67+
Years in Business:
10
Customer Base:
2M
Integrations with Simplesat:
Before Simplesat
Before switching to Simplesat in 2024, Carly’s support team faced several limitations that made it difficult to act on customer feedback in a meaningful way. Here’s what they were up against:
- Limited insights — Their previous tool only provided high-level ratings and a few review highlights, with no way to filter or dig deeper.
- Manual analysis required — Understanding patterns or identifying problem areas took too much time and effort.
- No agent-level visibility— It was nearly impossible to tie feedback to individual team members or track performance.
- Unreliable interface— The old system was buggy and couldn’t be customized to match Carly’s internal workflows.
Without detailed or structured feedback, it was hard to close service gaps or drive meaningful changes.
After Simplesat
Carly had been using Zendesk from the beginning to manage support conversations efficiently — grouping tickets, tracking issues, and ensuring fast response times.
But when it came to measuring customer satisfaction, Zendesk’s built-in tools fell short. The team needed deeper visibility, easier filtering, and the ability to link feedback directly to individual agents. While searching for a more intuitive and flexible solution, they discovered Simplesat. Its clean design, customizable survey formats, and competitive pricing stood out immediately.
🚀 Fast, frictionless onboarding
Getting started with Simplesat was quick and painless. Carly had full support from day one, with hands-on guidance from a success manager. Setup was simple and stress-free, and they integrated Simplesat with Zendesk in no time. Any issues that arose immediately got addressed by the Simplesat team.
📊 Custom dashboards, real results
Carly’s team uses Simplesat’s customizable dashboards to segment feedback by topic, agent, and ticket type. This level of visibility helps them spot trends, identify service gaps, and act quickly when an issue arises. With real-time filtering and targeted follow-up, the support team can respond faster and make continuous improvements where they matter most.
🔗 Built to work with Zendesk
Simplesat integrates seamlessly into Carly’s Zendesk setup, making it easy to collect feedback without disrupting existing workflows. Surveys are triggered automatically after ticket resolution, and responses are linked directly to agents and topics. The team can analyze feedback right alongside support data — no manual work, no extra tools.
Results/Impact
The biggest benefit so far has been the ability to build customized dashboards. We can filter feedback by specific topics, focus on problem areas, and act fast when a customer leaves a negative rating. Thanks to that, we’ve been able to turn around an average of 32% of our dissatisfied customers into satisfied ones since its implementation, just by addressing their concerns immediately and specifically. It’s given us much more control and visibility, and made a real difference in improving our overall customer satisfaction.
- 100% improvement in feedback visibility and management
- 32% of dissatisfied customers converted through real-time follow-up
- More stable CSAT trends thanks to faster issue resolution
- Identified recurring pain points in support solutions
- Improved response relevance and quality
- Powerful customization that fits Carly’s exact needs
- Extremely responsive, professional support that responds within hours
Since adopting Simplesat, Carly has doubled its visibility into customer feedback, giving the team a much clearer picture of their overall CSAT performance.
They’re now able to drill into individual responses, spot trends in real time, and act on what matters most, no delays or guesswork. They now convert many of their dissatisfied customers into satisfied ones, simply by responding quickly and specifically to feedback as it comes in.
Simplesat has helped Carly uncover recurring issues in their support responses. That insight led to process changes that made replies more relevant and effective, contributing directly to improved CSAT scores. And while reducing complaints wasn’t the main goal, the team now catches issues earlier by filtering reviews by pain point.
Key takeaways
- Real-time insights enable quick action and ongoing improvement
- Without structured feedback, teams rely on guesswork and duplicate work
- Customization options make it easy to fit into existing workflows, empowering data driven decisions
- Simplesat’s support team is fast, helpful, and open to feedback
- Strongly recommended for teams serious about improving customer experience
⭐ ⭐ ⭐ ⭐ ⭐
Simplesat’s ability to act on customer feedback in real time, which has significantly improved our CSAT visibility and empowered us to proactively resolve issues… We never saw such a complete tool for Customer Satisfaction Management.
