Freedom Forever scales support nationwide with ElevenLabs Agents

Freedom Forever is one of the largest residential solar installation companies in the United States, with more than 2,500 employees and a national network of 10,000 to 20,000 independent sales representatives. The organization supports hundreds of thousands of customers and contractors through high-volume inbound support lines. Freedom Forever deployed ElevenLabs Agents, delivering real-time answers and improving support efficiency up to 90%.

Modernizing support for a rapidly expanding solar leader

As Freedom Forever continued to scale, the company explored ways to enhance consistency, increase capacity, and provide immediate assistance across both customer and sales support. Seasonal patterns create natural fluctuations in call demand, and the team sought a technology partner capable of delivering real-time responsiveness while enhancing the overall experience.

Selecting a unified platform built for real-time voice

Freedom Forever evaluated several voice and conversational AI architectures, including multimodal pipelines and real-time APIs. Many of these introduced latencies or required complex routing logic.

ElevenLabs provided a unified alternative that offered: 

• Natural, low-latency support interactions

• Integrated routing, testing, and evaluation tools

• Bilingual support in English and Spanish, including Puerto Rico dialects

• Smooth integration with Twilio and existing CRM systems

• Scalable performance for high-volume environments

This comprehensive architecture aligned with the company’s operational standards, creating a consistent, immediately available support experience.

From prototype to production in one week

Because Freedom Forever had a strong internal infrastructure in place, the team was able to prototype quickly and move to production in one week. The primary decision was simply determining which workflows to automate first.
Today, ElevenLabs Agents support both major inbound functions: 

• Sales Support, where inbound inquiries are gathered, qualified, and routed efficiently

• Customer Support, where routine questions, updates, and account-level interactions are resolved instantly

A routing agent identifies the caller type and directs them to the specialized agent best suited for the request. When a human representative is needed, calls transfer with full transcript context for a seamless handoff.

Stronger coverage and capacity through AI automation

Since implementing ElevenLabs Agents, Freedom Forever has achieved measurable improvements in scale, efficiency, and availability across its support operations. 

Meaningful improvement in cost efficiency

Internal analysis demonstrates a 90% higher efficiency of support interactions following the deployment of ElevenLabs Agents.

Instant response at every entry point

The AI agent greets every caller immediately, which increases the number of customers and sales partners who receive instant assistance and eliminates the need for callers to wait before being helped.

A significant expansion in automated resolutions

Enhanced routing capabilities allow the AI to resolve tens of thousands of calls each month.

Optimized staffing and higher-value work

With AI managing routine inquiries, support team members have been reassigned to roles that require human expertise. This shift strengthens both customer experience and team productivity.

Consistent performance during seasonal peaks

AI agents maintain the same level of speed and accuracy regardless of call volume. This provides predictable, reliable support even during busy months when demand increases.

Tailored improvements across customer support and sales support

On the sales side, ElevenLabs Agents help gather required information, prepare context for representatives, and streamline the routing process. Resolution rates and efficiency gains are particularly strong in this area.

On the customer side, the AI now resolves a significant number of inquiries end-to-end, provides instant updates, and supports multiple languages. When customers prefer to speak with a representative, they can request a transfer at any time. Full context is handed off automatically through the CRM.

Freedom Forever continues to expand the number of interactions that can be fully resolved through AI, reducing unnecessary transfers and increasing the overall speed of support.

ElevenLabs enables us to deliver instant and consistent support at scale. We have seen significant efficiency gains across both sales and customer channels, and our teams are now focused on the high-value interactions that matter most

- Rob Richardson, VP of Product, Freedom Forever 

Future enhancements and strategic growth

Freedom Forever is expanding its automation strategy with several initiatives in development, including:

• Outbound agents to support its national sales network

• Additional AI-driven resolution capabilities for customer support

• Enhanced routing and callback optimization

• Deeper integration across scheduling, CRM systems, and field operations

These advancements reinforce Freedom Forever’s commitment to fast, reliable, and scalable service as the company continues to grow nationwide.