How Irrigreen Doubled Support Team Output to Meet 300% Sales Growth

Irrigreen is a smart digital sprinkler system designed to reduce water usage by up to 50%. The company has experienced rapid growth and turned to Mavenoid to help scale customer support to meet increased demand.

Location
Edina, Minnesota
Industry
Power Robotic Sprinkler Systems

Mavenoid's Impact

$110k in annual labor cost avoidance
50% self-service resolution rate
Saved $50k annually by replacing printed manuals with Mavenoid’s digital guides
Doubled support team output and avoided hiring four additional support staff despite 300% growth YoY

The Challenge:
Increase Support Output to Keep Up with 300% Sales Growth

Irrigreen experienced nearly 300% growth over the past two years. The company’s uniquely designed sprinklers require 80% less trenching than traditional irrigation systems, making them easy to install for anyone, whether a DIY customer or a partner installer.

The business grew rapidly, challenging its support operations to keep pace. Supporting existing customers became just as important as supporting new installations, and spikes in customer support tickets during the growing season made staffing and training difficult.

When John Brine joined Irrigreen as VP of Customer Experience and Operations, he recognized that his team was only able to react to customer needs – the team delivered exceptional service, but only after customers reached out. The company’s Voice of the Customer (VoC) analysis also revealed that customers turned to Irrigreen’s support team only after exhausting Irrigreen’s limited online resources, DIY forums, and YouTube videos.

Brine’s team of four support agents needed to scale quickly and sustain the company’s rapid growth rate. However, doubling or tripling headcount each year wasn’t a sustainable solution to remain nimble and proactive.

To manage its continued growth and meet support demand, Irrigreen recognized the need to use its team of on-site DIY technicians to provide customers with guided, step-by-step self-service. The company turned to Mavenoid’s AI-powered product support platform to scale this high level of support.

Learn More: Watch the Full Interview

Irrigreen’s VP of Customer Experience and Operations, John Brine, talks about Mavenoid’s ROI, how better product support reshaped Irrigreen’s sales process, and why Mavenoid is now the basis for all support training.

Irrigreen Mavenoid Help Center Phone Mockup

“Without Mavenoid, which has addressed half our case volume so far through self-service resolution, we could have easily had to double the staff of our technical support.”

John Brine

VP Customer Experience and Operations, Irrigreen

Key Features Implemented

Guided, Step-by-Step Installation Instructions

Dynamic Help Center saves on printing costs, adds detailed multimedia resources, and increases brand consistency.

AI-Powered Self-Service Troubleshooting

Solving customer problems with automated support on the first try reduces the need to hire additional support agents.

Natural Language Understanding

Advanced semantic search allows customers to explain problems in their own words. The system interprets their intent and guides them to the right content.

The Solution:
Turn Customers into Technicians Using Mavenoid’s Dynamic Help Center and Virtual Assistant

In Brine’s words, “it can be really frustrating searching for [the right information], rather than solving [problems].” So when Irrigreen implemented Mavenoid, its top priority was to make installation and support documentation easily accessible, and to ensure that troubleshooting identified the right solution on the first attempt.

Irrigreen, as a committed environmental steward, was proud to replace its 37-page printed installation guide with a digital version in Mavenoid’s Dynamic Help Center, accessible via a QR code provided on the product packaging. This change allowed Irrigreen to feature higher-quality images and embed detailed videos, both of which can be quickly updated without the need for engineers or coding experts. With Mavenoid, all support documentation stays up-to-date, unlike printed manuals that quickly become obsolete due to outdated product models or missing support content. Moving away from physical documentation also demonstrated Mavenoid’s ROI, saving Irrigreen more than $50,000 in printing costs in the first year.

In post-sales troubleshooting support, Irrigreen consistently exceeds 50% self-service resolution rates (SSR), doubling the support team’s output and eliminating the need for additional staff. Brine noted that Mavenoid was able to scale to meet demand, eliminating the need to hire four additional full-time live agents, which amounts to $110k in annual cost savings. He also noted that the department’s reopen case rate has decreased significantly because the Virtual Assistant provides the correct information to customers the first time.

Mavenoid’s Dynamic Help Center provides additional value during the pre-sales process, which now incorporates support documentation to allow customers to review the installation process independently or with the help of an Irrigreen representative. This enables customers to better understand exactly what to expect so they can shop with confidence knowing that installation will be easy.

Internally, Mavenoid serves as the foundation for all of Irrigreen’s support team training. New support agents simulate entire installations during onboarding and frequently keep Mavenoid open during live troubleshooting to provide detailed and consistent expertise.

According to Brine, Mavenoid has far exceeded expectations at Irrigreen, and he anticipates the partnership will expand as the company continues its rapid growth. Plans are already underway to add a contractor-centric experience with more industry-specific terminology.

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