Case Study: Ygrene achieves platform reliability and a 50% reduction in handle time with Five9

Ygrene Gains Platform Reliability and Reduces Handle Time 50% with Five9

Ygrene, a leading PACE provider that finances energy-efficient and renewable upgrades for residential and commercial properties, faced poor platform reliability that blocked feature rollouts and prevented implementation of IVR/IVA, webchat, messaging and CRM integrations—hampering uptime and the customer experience.

Ygrene moved to the Five9 intelligent cloud contact center, leveraging out-of-the-box IVR/IVA, digital engagement (chat, email, SMS), Salesforce integration, workforce and quality management, and dedicated support. The launch delivered exceptional stability, intelligent routing, calls answered within two seconds and a ~98% service level; average handle time fell from 15–17 minutes to 8 minutes (a 50% reduction) and abandoned calls dropped to near zero.

Ygrene

Shawn Harrs

Chief Information Officer