Case Study: ECSI Saves $1.5M with Replicant

ECSI Saves $1.5M Automating Front Desk Calls With Replicant

ECSI, a leading provider of accounts receivable management for campus-based student loan servicing, faced rising call demand and hiring challenges across three contact centers. To manage seasonal spikes in tax form processing, refunds, and loan servicing, ECSI partnered with Replicant to improve how it handled front desk calls.

Replicant deployed its Thinking Machine front desk solution to authenticate callers, gather intent, and route or resolve requests with natural, 24/7 self-service. The result was $1.5M in annual savings, a 40% decrease in escalation handle times, 70% faster agent response times, and customer satisfaction that was nearly identical between contained calls and those handled by agents.

ECSI

Mike Bowman

Former Senior Director, Operations