Salesforce is Changing Energy Sector with Transformative Solutions!
A customer-facing portal for solar panel owners to monitor performance, report issues, request upgrades, and access self-service tools—driving engagement and satisfaction.
About the Organization
A leading renewable energy company providing solar panel installations, maintenance, and energy management services to residential and commercial clients. The organization aimed to enhance customer engagement and streamline service operations through a centralized platform.
Challenges
The client faced several operational challenges that impacted both customer experience and business growth. Customers had no visibility into their solar panel performance without contacting support, creating frustration and unnecessary inquiries. Manual case handling caused delays in resolving issues and processing upgrade requests. The lack of engagement insights led to missed opportunities for upselling services or new equipment, while inconsistent communication regarding maintenance schedules and service disruptions further affected customer satisfaction.
What We Have Done?
To address the client’s challenges, a comprehensive Salesforce solution was implemented. An Experience Cloud portal was developed to provide customers with real-time visibility into asset performance and service updates. A self-service knowledge base enabled users to troubleshoot minor issues independently, while real-time case creation allowed direct logging of issues. Upgrade request forms integrated into the portal streamlined service enhancements. An automated notification system ensured timely alerts for maintenance schedules, disruptions, and promotions. Additionally, CRM integration connected all customer interactions, cases, and opportunities, and customer feedback surveys gathered insights for continuous improvement. Lead nurturing automation leveraged portal usage data to identify potential upsell opportunities, enhancing revenue and engagement.
Products Used
Salesforce Energy & Utility Cloud
Salesforce Experience Cloud