# How SimpleSUB Water uses Crescendo

**65%**: “Internal ticket volume reduced by 65% for human agents”

As published on [crescendo.ai](https://www.crescendo.ai/customer-stories/simplesub-water-support-transformation). Captured by usedby on 2026-10-07.

- Company: [SimpleSUB Water](https://www.usedby.ai/companies/simplesub-water.md)
- Tool: [Crescendo](https://www.usedby.ai/tools/crescendo.md)
- Teams: Customer Support, CX

## What the story says

SimpleSUB Water uses Crescendo's AI chat and voice assistants, together with human agents and a managed Zendesk environment, to handle billing and technical support for residents, installers and property managers. The assistants resolve repetitive inquiries and escalate only issues that need a human.

Summary written by usedby from the source page, in English. The figures are those of Crescendo and SimpleSUB Water, not ours.

> Ticket volume handled by internal staff dropped by 65%, giving the team space to work proactively rather than reactively manage queues, effectively restoring the equivalent capacity of two full-time team members.

- **22 seconds**: “Average voice time-to-agent for MyResidentBill escalations: 22 seconds”
- **4 hours**: “Coverage hours extended by 4 hours daily”
- **53 days**: “the MyResidentBill Chat Assistant went live on September 2, 2025, 53 days from kickoff”

> My ticket volume has gone way down, which is amazing.
>
> Hannah Dwyer, Customer Service Lead

## What usedby checked

We compared the story with its live page on 2026-10-07.

- Checked: the figure 65% is printed word for word on the page, near the name of SimpleSUB Water.
- Checked: the passage quoted above is copied word for word from the page, near the name of SimpleSUB Water.
- Checked: SimpleSUB Water uses Crescendo. Confirmed line. Latest check across sources: 2026-10-07.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/simplesub-water-crescendo · How we check: https://www.usedby.ai/methodology