Offering financial solutions for renewable energy and energy efficiency projects, Renew Financial is a key contributor to America’s transition to a clean energy model. Founded in 2008, the company offers a broad selection of solutions for home and business owners, including the Property Assessed Clean Energy (PACE) financing model. PACE financing is available for eligible projects and is repaid as an assessment on a property’s regular tax bill.
The company’s CEO and founder, Cisco DeVries, was one of the original architects of the PACE financing model, which to-date has provided almost $4.5 billion in residential and commercial assistance.
Unparalleled Customer Experience
Rhasan Valentine-Wafer, director of technical operations for Renew Financial, explained the importance of customer service to the company, “PACE financing is built on a public/private partnership, and like most lending, it is highly regulated. We decided early on that the way to differentiate ourselves in this market is through providing an unrivaled customer experience. That’s how we set Renew Financial apart from our competition.”
Time is Money
Renew Financial’s legacy telephony system had become a major impediment to delivering the elevated levels of service that were required; it struggled to keep up with the influx of incoming calls and was plagued with reliability issues.
“Every minute counts. If we have even thirty minutes of downtime in our contact center we can lose up to $40,000 in business,” explained Valentine-Wafer. “We discovered we’d submitted over 800 support tickets in a 10-month period; that’s when we knew we had to find a better way.”
Attracted by its ability to facilitate an exceptional customer experience and enhance the efficiencies of internal team members, Renew Financial selected 8x8 as its preferred solutions provider. Implementing 8x8 Virtual Office and 8x8 Virtual Contact Center, the company set out to restructure the way it approached customer service.
“We handle thousands of inbound and outbound calls each week, and every single one provides the opportunity for us to demonstrate our commitment to delivering an exceptional customer experience,“ stated Valentine-Wafer. “We felt that 8x8 really understood this and had the solutions to enable us to achieve our goals.”