Sunrun’s mission is to create a planet run by the sun. In order to achieve this goal, they needed to find a way to make solar simple for their 200,000+ customers across the country.

The vision for the mySunrun app was to help consumers peer into the uniquely opaque process of solar installation and generation. Where other installers relied on physical paperwork and left consumers wondering when technicians would arrive or what contractors might do to their roof, mySunrun provides real-time milestones for the installation process. Yet internally, it wasn’t clear exactly how consumers wanted to interact with the app, what value it offered, or what features might support their needs.

Why Sunrun Chose Mixpanel

To reduce the number of amicable disagreements in product and marketing meetings, and to improve the integrity of their measurement, Sunrun turned to user and customer-focused analytics. “Aside from just the technology, one of the largest differentiators in Mixpanel is the customer success and experience team” said Adam Smith, Digital Director at Sunrun. On top of that, Mixpanel’s security with customer data was a top priority, and Sunrun’s technical team found that Mixpanel met every industry standard.

 

"Mixpanel informs everything and is really the basis of what we do here every day: using data to make better decisions. It really gives us an edge against our competition when we have greater insights." - Adam Smith, Digital Director at Sunrun

Business improvements with Mixpanel

Increasing mySunrun adoption by over 50%

While mySunrun has the potential to make customers’ lives easier, it also helps the company quantify user experiences by making interactions measureable. However, when mySunrun implemented Mixpanel, the percentage of customers using the mySunrun app was in the low single digits. As a result of this finding, Adam and the team decided to create an installation tracker to make onboarding as seamless and easy as possible. With the installation tracker, Sunrun can test which metrics and milestones it exposes to consumers within the app, and analyze the results. By giving customers a clear view of what they wanted to learn, the team drove adoption by over 50%.

Proactive education reduces call center volume

“We’re very different from other software, where teams worry about monthly active users,” said Adam. “We’re not trying to maximize the take rate or upsell.” Instead, they focus on metrics like inbound calls from new customers who aren’t quite understanding the service, which used to take up a considerable amount of the support team’s time. “We found that more proactive education provides more overall value. Better design leads to fewer inbound calls, which both helps the customer and saves the company a lot of money on customer service.”

What’s next

“Changing the world for the better and creating a renewable future is what inspires me every day, and the only way we can do that is by using Mixpanel” said Adam. Having a very tight analytical understanding of what’s happening, why it’s happening, and how they can improve to create a better customer experience is how Sunrun will continue to move forward in their mission to create a more sustainable world.