Case Study: EVPassport Reduces ASA by 9 Minutes With Crescendo

EVPassport deploys Level-2 EV chargers for enterprise property owners including large hotel groups, mixed-use developers, and parking operators.

Their promise is to deliver the most reliable charging network in the United States with round-the-clock support for owners and drivers.

Challenges

EVPassport quickly realized that drivers often charged their cars and needed help outside the 8 a.m. to 5 p.m. support window.

Most support enquiries came at the start of a charging session, when any delay could turn a routine stop into a frustrating experience. With only one in-house agent covering office hours, many drivers were left without help when they needed it most.

Spikes in demand could double or triple ticket volume, forcing teammates from other departments to step in, pulling them away from core work.

At the same time, enterprise customers insisted on true 24/7 coverage, and repeated escalations began to reveal a gap in their initial support strategy.

EVPassport evaluated Intercom Fin, Ada, Forethought, and building in house. Crescendo stood out for its hybrid approach, where AI is always backed by human experts, not a set-and-forget AI agent.

During evaluation, Crescendo’s voice and chat AI agent (CX Assistants) ranked best in class, and intuitive demos sped up internal sign-off and prepared the team for quick deployment.

Crescendo also brings deep customer experience DNA with a worldwide team of AI powered CX professionals who can handle escalations and hand-offs when needed. A true people-plus-technology combination built for quality and scale.

The Solution

EVPassport and Crescendo moved from kick-off to go-live in 33 days. A focused joint team completed scoping, data ingestion, configuration, and agent training, then launched on schedule, exceeding delivery expectations.

“They delivered on our timeline, on budget, and we were live the day we needed to be,” said Cass Sapir, AI Lead. From day one, the CX Assistants handled both voice and in-app chat with accurate answers, while seamless hand-offs to EVPassport’s team kept complex cases moving.

As support demand scaled, Crescendo’s brand-aligned staffing grew alongside it, ensuring consistent human coverage at every stage.

Tier-1 support, including refunds, ran with full CRM context, and automated troubleshooting diagnostics began feeding insights to product and engineering.

With weekly reviews and clear playbooks, responses got faster and the model more precise, setting up measurable gains in support coverage, speed, and satisfaction.

Results

In the first five months, support expanded from limited 8–5 business hours to true 24/7/365 coverage with seamless human hand-off, improving resolution with every interaction.

AI now resolves the majority of enquiries, holding near 70% instant resolution while keeping humans easy to reach. Human time-to-answer fell steadily during the ramp, now consistently holding under 30 seconds.

Predictive CSAT climbed from roughly 40% at launch to about 70% and continues to rise. Customer service escalations that reached product and executive team members dropped to zero, returning focus time to leaders and reducing disruption across teams.

With Crescendo’s CX Insights, every support interaction is instantly read, analysed, and classified to surface trends and make ongoing knowledge base improvements.

The insights are also informing product reliability work around live charger status, soft resets, and nearby charger guidance.

Building on their product support foundation, EVPassport is rolling out a new public website, with a Crescendo CX Messaging Assistant, to streamline prospect questions and convert new customers.

Results at a glance

• 33 days from kick-off to go-live
• 24/7/365 support coverage
• 70% of engagements resolved with AI
• <30 seconds human time-to-answer
• Predictive CSAT up from 40% to 70% and rising

This blog post has been re-published by kind permission of Crescendo – View the Original Article

For more information about Crescendo - visit the Crescendo Website

Author: Crescendo
Reviewed by: Robyn Coppell