Consumer Services

Sunrun achieves a 50% call resolution rate

See how Sunrun transformed its customer experience and captured more business with Replicant.

pdf of the full case study

Partnering to drive results

Replicant was deployed to fully automate payments calls so agents could concentrate on more complex issues.

⁵⁰%

Payment-related calls resolved

^4.6/5

CSAT score

Company Details

Industry:

Size:

10,000+ Employees

Call Volume:

Sub-industry:

Renewable Energy

Use Cases:

Payments & Autopay Enrollment

After-hours Support

Autopay Enrollment

The challenge

High costs and rising call volumes

Surnun's rapid growth didn't come without growing pains. As demand surged, so did their call volume for simple requests. CX began to suffer as agents had less time to focus on complex customer issues.

Solutions and results

24/7, no-wait service for payments-related calls

50% of payments calls automated

Today, nearly 50% of payment calls are resolved without a single agent’s involvement, alleviating the pressure on contact center staff and allowing them to focus on more complex, value-driven customer needs.

4.6/5 CSAT score

Success in basic payments calls empowered Sunrun to scale AI to new use cases, adding autopay enrollment, after-hours support, and a Spanish-language option, which all drove a significant CSAT increase.

Significant cost savings

Higher autopay enrollment, fewer payment defaults and increased contact center capacity enabled Sunrun to capture impactful cost savings. Today, these outcomes are helping Sunrun increase their investment in new growth opportunities.

“

Implementing Replicant at Sunrun has pretty much paid for itself. Not only have we been able to save money with the number of agents that we have on the phone, but the service is collecting money and... we're also able to enroll customers in autopay so that there's less chance of payments not going through every month.