Customer Success Story: How Fi Scaled Premium Customer Support While Maintaining a 94% CSAT

As high-growth technology companies scale, one challenge consistently rises to the top: maintaining an exceptional customer experience while rapidly expanding customer support operations. Growing customer demand, increasing support complexity, and the need to protect brand reputation require organizations to find scalable solutions that preserve service quality without slowing business momentum.

That was the challenge facing Fi.

Known for its innovative GPS-enabled smart dog collars and subscription services, Fi has built its brand around providing pet owners with peace of mind. Customers rely on Fi to help protect some of the most important members of their families - their pets. Every customer interaction carries significant emotional weight, whether someone is troubleshooting a device, activating a subscription, resolving a billing issue, or seeking help locating a beloved companion.

For a company built on trust, customer support isn't simply an operational function - it is a core part of the customer experience.

As Fi continued to grow, leadership recognized the importance of building a customer support operation capable of scaling alongside the business while maintaining the high-quality service their customers expected.

Rather than attempting to rapidly expand internal staffing, Fi partnered with Sirius Support to build a flexible customer support organization that could grow with the company's evolving needs.

The partnership began in December 2021 with a shared services support model designed to provide flexible customer service capacity. As customer demand increased, the relationship evolved to include dedicated customer support professionals who became a seamless extension of Fi's internal customer experience organization.

In August 2024, the dedicated support team expanded to two specialists. Less than a year later, that team had grown to twelve dedicated customer support professionals. By May 2026, Sirius Support was providing twenty-four dedicated customer support specialists supporting Fi's customers across multiple service channels.

This steady growth reflects more than staffing expansion - it demonstrates a trusted operational partnership built on consistency, performance, and the ability to scale without compromising customer experience.

Maintaining service quality while doubling and tripling support capacity is often where organizations struggle. Fi's partnership with Sirius Support demonstrates that rapid growth and exceptional customer satisfaction are not mutually exclusive.

As of April 2026, the support organization achieved an 85% Service Level Agreement (SLA) while maintaining an impressive 94% Customer Satisfaction (CSAT) score - performance that reflects both operational discipline and a strong customer-first culture.

While operational metrics tell part of the story, the most compelling measure of success comes directly from Fi's customers.

Across hundreds of customer interactions, one theme consistently emerges: customers don't simply receive answers - they feel heard, supported, and genuinely cared for.

One Fi customer shared their experience after speaking with a Sirius Support representative:

"Carlo was beyond phenomenal to speak with about Fi for my dog. You are very lucky to have someone on your team. He is a tremendous asset to your company and he should be awarded and commended on his knowledge of your products, answering all my questions and concerns with ease, and wonderful customer service skills. It was a real pleasure chatting with him."

Another Fi customer praised the empathy and professionalism they received from Sirius Support during a difficult situation:

"Very kind and understood my concern and request. Appreciate the company's willingness to work with customers and make them feel good about using their product. I will continue using the service for all three of my dogs moving forward. The fact that I can trust and count on a company to be understanding and reasonable is the most important aspect of my relationship with subscription services."

Perhaps one of the most meaningful examples of the quality of Sirius Support agents came from a longtime Fi customer grieving the loss of a beloved pet:

"I'm so comforted by her sweet message. The passing of my Emma, who loved her Fi, is so difficult and Gabriella made me feel better. Thank you again for everything. We had so much fun with Fi and Emma."

These interactions illustrate something every customer experience leader understands - great customer service is about much more than resolving tickets. It is about strengthening relationships during moments that matter most.

The same level of excellence extends to Fi's technical support experience.

Customers consistently recognize the patience, expertise, and commitment demonstrated by Sirius Support specialists as they work through more complex technical issues.

One Fi customer described their experience with Sirius Support by saying:

"Calista has been fantastic in her continued attention to the problem that we have had with Victoria's collar. She patiently walked me through every technical step and followed through each stage with a constant focus on making sure she solved the problem. I'm only sorry there's no 'exemplar support' button in the survey."

Another Fi customer highlighted how Sirius Support technical expertise directly influenced their purchasing decision:

"Jim is fantastic in solving my connection and payment issues. Fi finally has found a way to justify the subscription. Customer service is top notch. That's why I signed up for six months."

Another Fi customer whose pet's safety depended on the product shared:

"I thank you profusely for reactivating my original device. It gives me peace of mind to know the whereabouts of my precious kitty. I live in a remote area where we have coyotes and mountain lions. Your services have been fantastic."

Perhaps one of the strongest Sirius Support endorsements came from a Fi customer who rarely leaves reviews:

"I rarely leave reviews, but the service I received from Rene was so exceptionally outstanding that I felt compelled to share. What followed was a masterclass in problem-solving. Rene didn't just fix my immediate concern - he proactively helped prevent future issues. This isn't just good customer service; it's a testament to dedication, expertise, and a true commitment to the customer."

These comments reflect something that cannot easily be measured through operational metrics alone — the trust customers place in the people supporting them.

For Fi, every customer conversation represents an opportunity to reinforce confidence in the brand, strengthen customer loyalty, and demonstrate genuine care for the pets and families who depend on its products every day.

Behind every successful customer interaction is a disciplined operational model that enables support teams to perform consistently at scale.

Sirius Support invested in understanding Fi's products, customer expectations, communication style, and service philosophy. Through structured onboarding, ongoing coaching, quality assurance, and dedicated operational management, Sirius professionals became fully integrated into Fi's customer experience organization rather than functioning as an external support vendor.

This integration allowed Fi to expand support capacity quickly without compromising service quality, customer satisfaction, or brand consistency. As business needs evolved, Sirius scaled alongside the organization - providing the workforce flexibility required to support continued growth while allowing Fi's internal leadership to remain focused on innovation and business expansion.

Today, Sirius Support continues to operate as an extension of Fi's customer experience team, supporting customers across voice, chat, email, and digital engagement while maintaining the high standards Fi customers have come to expect.

For organizations experiencing rapid growth, the Fi story illustrates an important lesson. Scaling customer support successfully isn't simply about adding more people - it is about partnering with an organization capable of delivering trained professionals, structured operational management, consistent service quality, and the flexibility to grow alongside the business.

At Sirius Support, we believe exceptional customer experiences are built through exceptional partnerships. By combining experienced customer support professionals with disciplined operational processes and scalable workforce solutions, we help organizations expand confidently while protecting the relationships that matter most.

Whether supporting high-growth technology companies, subscription-based businesses, eCommerce brands, healthcare organizations, or enterprise customer support operations, Sirius Support provides flexible staffing solutions that enable organizations to grow without sacrificing the quality of the customer experience.

Fi's continued success demonstrates what is possible when operational excellence and customer care work together - and we are proud to be part of that journey.

Learn more about  FI: The World's Smartest Dog Collar