Case Study: SimpleBills achieves a 93% reduction in average hold time with Talkdesk

SimpleBills - Customer Case Study

SimpleBills, founded in 2008, provides utility bill management for property managers and owners across 170+ markets in 46 states. Rapid growth created a need for a scalable contact center solution that could improve customer experience, reduce long hold times, and deliver easy-to-use reporting on agent productivity.

By implementing Talkdesk with seamless integrations (including Zendesk) and intuitive reporting, SimpleBills empowered agents to work more efficiently and access actionable data in minutes. The result: average hold time fell from 20 minutes to 1.5 minutes—a 93% reduction—while customer service and productivity reporting significantly improved.

SimpleBills

Jeff James

Director Of Operations