How Solar Concept tackles 10,000 conversations a month

Challenge

The team at Solar Concept, including installers, office personnel, and management needed a platform that would facilitate solar panel installations and maintenance appointments across 196 municipalities. The workflow at Solar Concept is both technical and complex. Multiple departments play a part in ensuring that their customers receive high quality installations at the agreed time and place. And despite this close collaboration, their customer communication was scattered across different channels and teams, creating duplicate work across teams and missed opportunities in their customer contact.

Solution

The Solar Concept marketing team was the first to find Trengo. They were looking for a platform that would help them engage their customers beyond the point of sale and help boost their customer ratings online. As they trialed Trengo, the wider Solar Concept team quickly found that Trengo could also help their customer service team manage all customer communication in one centralised platform. Soon they were able to to obtain all the necessary customer information, eliminating the need for customer support personnel to switch between different platforms or juggle multiple open tabs.

Result

Today, Solar Concept successfully services and engages their 30,000 customers through Trengo. Their customer service team closes nearly 10,000 conversations per month while the rest of the team is ensures that no customer contact falls through the cracks between Sales, Planning, and Service. The seamless collaboration between teams has not gone unnoticed. Solar Concept's customer satisfaction score now sits at 8.9/10— a strong rating considering growing competition in the solar energy space.