Case Study: SimpleSUB scales support and cuts ticket volume with Crescendo

SimpleSUB cuts support tickets by 65% with Crescendo

SimpleSUB, a company providing water metering technology and billing services, faced a challenge scaling its customer support to meet nationwide demand without increasing headcount. Their lean team was operating at capacity, struggling with high-volume billing inquiries from residents and urgent technical support for installers, particularly across different time zones.

To address this, SimpleSUB partnered with Crescendo to implement an AI and human support solution using Crescendo's AI Assistants. The collaborative deployment, integrated with a managed Zendesk environment, first handled billing inquiries for the MyResidentBill service before expanding to the main SimpleSUB product line. The results were significant, with Crescendo reducing internal ticket volume by 65%, extending coverage by four hours daily, and cutting average time for voice escalations to 22 seconds. This freed up the internal team, equivalent to adding two full-time employees, to focus on strategic growth initiatives.

SimpleSUB