Case Study: How Sunshine Loans Scaled to 700,000+ Monthly Applications and Cut Abandonment Rates to 5% with Retell AI
Key results
The challenge
Sunshine Loans, a consumer lender known for speed and service, processes more than 700,000 applications monthly. Even with 100+ offshore agents its call center could not keep up, with abandonment rates often hitting 30% and inconsistent customer satisfaction.
The solution
Sunshine Loans deployed Retell AI voice agents across inbound support, integrating with Salesforce and Make.com and going live nationwide in under a month with a lean team.
“Our abandonment rates were really high before, some days it was like 20 to 30%, but now it's gone down to around 5 or 6% across the business, with AI handling 75-80% of all of our calls.”
DQDominic QuirkCEO, Sunshine Loans
The results, in context
Abandonment rates dropped from around 30% to 5-6%, roughly a 6x reduction, with AI handling 75-80% of all calls with no human needed. The company continues to process 700,000+ applications monthly with a lean team.