Case Study: HOP Energy achieves improved customer experience KPIs and reduced contact center costs with Evolve IP

HOP Energy Improves Customer Experience KPIs and Reduces Costs through Cloud-based Solutions

HOP Energy, a full-service energy provider with branches in eight states serving nearly 80,000 customers, struggled with 13 incompatible, hardware-based phone systems and fragmented scheduling across seven call centers. The disparate PBXs provided no reporting or visibility into KPIs, made call transfers impossible, and left the company unable to right‑size staffing to meet SLA targets — while legacy vendors demanded heavy upfront capital and high ongoing costs.

HOP implemented Evolve IP’s cloud Unified Communications and Monet’s Workforce Management to consolidate communications into a single cloud platform, enable skill-based routing and remote agents, and centralize forecasting and schedules. The move delivered visibility and analytics, better adherence to shifts, and predictable OPEX; results include over 80% of calls answered within 30 seconds (average answer 19 seconds), call abandonment cut to roughly one‑third of prior levels, fewer agents required, and lower operating costs.

Hop Energy

Stephen Loizeaux

SVP of Operations