Sparkcentral

Sunrun is the largest dedicated residential solar company in the United States with a mission to create a planet run by the sun. Sunrun has a history of blending innovation with expertise and in 2007 pioneered the “solar as a service” model—making clean solar energy affordable, mainstream and accessible for homeowners across the U.S. Sunrun sells directly to consumers over the phone, web, door-to-door, and at retail stores, as well as through a network of certified partners. Sunrun designs, installs, finances, insures, monitors and maintains the solar panels on homeowners’ roofs, while giving families predictable energy pricing for 20 years. Sunrun has deployed more than $2 billion in solar systems and has over 100,000 customers, with customer satisfaction scores on par with Amazon, Zappos and Southwest Airlines.

When we found Sparkcentral, the first thing we loved was the clean and simple user interface. From there we discovered that the platform fit really well with our needs and from a partnership perspective we found it a pleasure to work with the Sparkcentral team.

Helen Wang, Sr. Manager, Training & QA at Sunrun.

Download this case study and see:

  • How Sunrun turned social media into a full-resolution customer service channel
  • How moving from a customer marketing tool to customer engagement solution helped Sunrun improve customer service
  • How Sunrun was able to expand social customer care to seven days a week

sunrun case study

Overview

As an energy provider, Sunrun is dedicated to helping solve service issues quickly with as little effort for the customer as possible. Over the last two years, Sunrun’s marketing and CS teams have formed a strong partnership, working hand-in-hand to reduce customer effort and improve social response times.

Having a dedicated social customer service platform has enabled Sunrun to create a closed-loop process whereby marketing is responsible for brand promotions and outbound communications on social channels and customer service is tasked with responding to all inbound customer communications. Agents have a clear pathway to solve social customer service inquiries and move from public to private messaging where needed, while providing insights back to marketing on trending service issues and customer sentiment to help inform marketing campaigns.