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Fintech, Logistics: AtoB case study: 40% higher CSAT and 65% faster onboarding

Fast sales growth brought retention risk. Phi built and ran the CX organization that turned it into lasting retention across thousands of fleets.

AtoBFintech · Logistics

Outcome: AtoB results

CX became a reason to buy.

  • ↑ 40%CSAT and NPS, quarter over quarter
  • ↓ 22%Customer churn, most in cohorts on the new guided onboarding
  • ↓ 65%Onboarding time, for faster time to value
  • #1CX rating in logistics fintech, now a differentiator in enterprise deals

Before Phi: The challenge at AtoB

Growth outran the customer experience.

  1. 01

    Onboarding delays

    Fleets stalled at the most critical stage of the journey.

  2. 02

    Uneven support

    Response gaps and inconsistent service across voice and chat.

  3. 03

    Payment and credit confusion

    Rising churn and delayed collections across a fast-growing base.

  4. 04

    Operations lag

    The customer base grew faster than the CX operation behind it.

The work: What Phi did for AtoB

One CX organization across the lifecycle. Onboarding, activation, retention, expansion and advocacy, each with its own people and process.

  1. 01

    Voice and chat support

    Real-time ticket resolution.

  2. 02

    Collections

    Credit limit adjustments and payment clarity.

  3. 03

    Customer success

    CSMs focused on onboarding and feature adoption.

  4. 04

    QA and L&D

    A layer for quality and consistency.

  5. 05

    Tools and playbooks

    Zendesk and Intercom to unify channels, with playbooks for onboarding, activation and resolution.

  6. 06

    Metrics

    CSAT, NPS, time to resolution and churn indicators, tracked and acted on.

Execution: How we executed

Problems caught before customers felt them.

  • Milestone-based activation

    Guided flows that showed customers their progress and next step.

  • Proactive support

    NPS and CSAT feedback loops plus ticket tagging to intervene early.

  • Risk-based escalation

    High-risk accounts and revenue-linked issues got immediate attention.

  • Closed loop

    CX insight fed product and sales, improving both.

Testimonial: AtoB, in their words

“Our customer experience is now a growth lever. Phi helped us turn CX into a revenue-generating system, not just a support cost center.”
Operations team, AtoB

Talk to us: The same system, pointed at your number.

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