Case Study: Point of Rental achieves 90%+ CSAT and scales support without added headcount with Mosaic AI

Point of Rental achieves 90%+ CSAT and shifts nearly half of phone support to self-service with Mosaic AI

Point of Rental, a software provider for operationally complex businesses, faced a challenge in scaling its customer support to keep pace with rapid growth. Despite previous improvements, 75% of support volume came from phone calls, and valuable institutional knowledge was difficult to access. The company needed a solution to absorb new customer demand without increasing headcount and turned to the Mosaic AI platform to address these issues.

By implementing Mosaic AI, Point of Rental deployed Mosaic Self-Service and Mosaic Assist to shift customer interactions away from the phone. This allowed them to move nearly half of phone support to AI self-service, with over 95% of those conversations not requiring a support case. The solution equipped every engineer with expert knowledge and automated repetitive tasks. As a result, Point of Rental achieved a record 90%+ CSAT score for the first time and realized over $375,000 in savings, all without adding to their support team.

Point of Rental