Case Study: Sunrun makes social a full-resolution service channel with SparkCentral

Sunrun Makes Social A Full-Resolution Service Channel With Sparkcentral

Sunrun, the largest dedicated residential solar company in the U.S., needed a better way to handle a growing volume of customer inquiries on social channels. Relying on native Facebook/Twitter apps and Hootsuite left the team unable to reliably discover, track or report on service requests, causing missed inquiries, slow response times and friction between marketing and customer service.

Sunrun implemented Sparkcentral as a dedicated social customer service platform to unify marketing and service workflows, route and prioritize inquiries with topic automations, and shift conversations from public to private when needed. The platform improved monitoring and reporting, helped pinpoint service blockers, reduced escalations and servicing costs, expanded social support to seven days a week, and supported a fourfold growth in the customer care team while boosting agent morale.

Sunrun

Helen Wang

Sr. Manager, Training & QA