Key takeaways
- Mosaic helped Point of Rental absorb significant customer growth while maintaining the same support headcount.
- Phone-originated support dropped from roughly 75% to below 50%, as thousands of customers adopted Mosaic Self-Service. Today, 95–96% of those conversations never become support cases.
- Mosaic Assist surfaced trusted answers, previous resolutions, and automated repetitive work—helping Point of Rental achieve its first-ever 90%+ CSAT.
- An eight-day pilot in May 2025 led to full deployment by August, allowing the team to realize value within a single quarter.
- Mosaic Knowledge automatically identifies documentation gaps and drafts new knowledge articles, continuously improving future self-service and agent support.
For more than 40 years, Point of Rental has built software for some of the most operationally complex businesses in the world.
The challenge: A support organization hitting its limits
As the company continued to grow across industries, regions, and customer segments, its success brought a new challenge. Every new product release introduced more functionality, more edge cases, and more knowledge for the support organization to manage.
For Brooke Ryan, Senior Vice President of Global Customer Experience, the challenge wasn’t simply improving support metrics. The team had already invested heavily in documentation, onboarding, and process improvements. Customer satisfaction was climbing. Resolution times were improving.
But behind those gains, the way support operated wasn’t keeping pace with the business.
75% of support volume originated as phone calls. New team members still took months to become confident. Experienced specialists remained the go-to resource for complex questions, constantly pulled away from higher-value work to answer the same internal requests. Valuable knowledge existed, but it was spread across documentation, historical cases, Slack conversations, and the expertise of people who had spent years with the company.
The team had built a strong support organization, but Brooke knew they had reached the limits of what process improvements alone could achieve.
"We had done all the things I knew how to do at that time; we needed the next big thing to really move the needle." — Brooke Ryan, SVP, Global Customer Experience
When building AI becomes a second full-time job
Point of Rental didn’t start by looking for a software vendor. Like many fast-growing software companies, they first explored building AI internally.
The team spent months developing their own AI assistant, convinced it would become a critical part of how both employees and customers found answers. The early results validated the vision, but they also exposed a much bigger challenge. Every new product release required new knowledge. Every improvement demanded engineering effort. Maintaining an AI platform was quickly becoming its own full-time discipline.
“We realized pretty quickly this wasn’t our core business. We could see the value, but we also knew we’d always be behind companies that do this full time.” — Brooke Ryan, SVP, Global Customer Experience
The solution: Choosing a partner that kept them ahead of the curve
That realization fundamentally changed what Point of Rental was looking for. They weren’t searching for another chatbot or a point solution. They needed a platform built for the complexity of B2B support, one that could bring together decades of documentation, historical cases, and institutional knowledge while continuing to evolve alongside both their products and AI itself.
After evaluating multiple vendors, Mosaic stood apart not only because it met every requirement on their list, but because it expanded their vision for what AI could do across the support organization. The roadmap extended well beyond AI-powered search or self-service, showing how a connected platform could reduce support demand, equip every engineer with expert knowledge, continuously improve documentation, and surface insights that reached beyond the support organization.
“I started with a fairly small vision, working with Mosaic completely expanded what I thought was possible.” — Brooke Ryan, SVP, Global Customer Experience
The results: Reimagining how support operates
Point of Rental didn’t deploy Mosaic to solve a single problem. The team used it to redesign how support worked across the entire customer journey—from the questions that never needed an agent to the complex technical cases that always would.
Keeping unnecessary demand out of the queue
Using Mosaic Self-Service, customers could get instant answers from the same knowledge their support team relied on. Questions that would previously have become phone calls were now being resolved in seconds, giving customers immediate answers while allowing support engineers to focus on the issues where human expertise created the most value.
"We have thousands of interactions a month happening through self-service chat, which would have prompted a phone call in the past. It's also available 24/7. They don't have to call in, they don't have to email in." — Brooke Ryan, SVP, Global Customer Experience
Giving every engineer expert-level answers in real time
Rather than replacing engineers, Mosaic gave every engineer immediate access to the expertise that had previously lived with a handful of specialists. Relevant context, previous resolutions, suggested responses, translations, and case summaries surfaced directly inside their workflow. The team also built custom AI agents to automate repetitive tasks such as drafting customer responses, formatting product feedback, and summarizing long-running cases, freeing engineers to spend more time solving customer problems instead of documenting them.
Turning resolved case volume into documented knowledge
Rather than treating knowledge as something created manually after the fact, Mosaic Knowledge continuously identified recurring customer questions, surfaced documentation gaps, and generated draft knowledge articles for the team to validate and publish. What had once relied on subject matter experts finding time to write documentation became an ongoing process driven by real customer interactions.
"In the past, knowledge creation was either a gut feeling or very reactive. Now we're seeing what the trends are across all three products, the articles are suggested, and we're just having to read, validate, and publish. That's a huge shift." — Brooke Ryan, SVP, Global Customer Experience
Each capability reinforced the next. Better knowledge improves Self-Service. Better Self-Service reduced unnecessary support demand. Every resolved case strengthened the knowledge available to Assist, making future customer interactions faster, more consistent, and easier to resolve.
What started as individual AI capabilities quickly became a connected platform that grew more valuable with every customer interaction.
The ROI for PoR: Delivering over $375K in savings
The biggest change wasn’t a single metric. It was that Point of Rental fundamentally changed how support scaled.
As the business continued to add customers and expand its product portfolio, the support organization kept pace without significantly increasing headcount. Instead of hiring to absorb every new wave of demand, the team shifted routine questions to AI self-service, equipped every support engineer with expert knowledge, and continuously strengthened the knowledge available to both employees and customers.
The results were visible across the organization.
Phone-originated cases fell from roughly 75% of support volume to below 50%, as thousands of customers adopted Mosaic Self-Service each month. Approximately 95%+ of those conversations were resolved without ever creating a support case, allowing engineers to focus their time on the complex technical issues where they delivered the greatest value.
Internally, the impact was just as significant. New team members became productive more quickly, experienced specialists spent less time answering repetitive questions, and support engineers were able to resolve increasingly complex issues with greater confidence. Despite handling more sophisticated cases, Point of Rental achieved its long-standing goal of 90%+ customer satisfaction for the first time and maintained that momentum in the months that followed.
Perhaps most importantly, the support organization no longer viewed AI as a single initiative. Every customer interaction now strengthens the platform, improving self-service, enriching knowledge, and making future support interactions faster and more consistent. What began as an investment in support efficiency has become a foundation for how Point of Rental continues to scale customer experience.
“We have been able to scale and keep up with the demands without having to add a significant amount of headcount. With basically the same size team we had last year, we’ve made improvements.” — Brooke Ryan, Senior Vice President, Global Customer Experience
