Forward-thinking OEMs gain competitive advantage through enhanced customer service, operational flexibility and lower costs
November 18, 2020. Engineering services company Solar Support has unveiled a tiered customer-service solution for inverter and power electronic manufacturers in the U.S. Backed by 22 years of field experience, Solar Support reliability experts now deliver turnkey in-field and back-office support that reduces OEM customer service costs and increases operational bandwidth. In addition, Solar Support teams are working with clients to design and implement their own end-to-end service infrastructures to ensure the highest levels of quality and customer satisfaction.
“Our flex-labor solution helps manufacturers deliver faster, higher-quality customer service at a lower cost,” says Auston Taber, Solar Support CEO. “Because our after-sales service is designed for flexibility, we can dispatch as needed--resulting in fewer truck rolls, lower O&M costs and contented customers.”
As an independent, third-party service provider, Solar Support brings deep equipment knowledge and troubleshooting experience to field issues for leading brands. The company’s new offering includes technical service hotlines, flexible field technicians and on-demand replacement parts to ensure timely and cost-effective repairs.
“We’re thrilled with the relentless service the Solar Support team delivers,” says Jing Tian, country manager for Ginlong (Solis) Technologies USA. “Their deep product knowledge and ultra-professional technicians have definitely earned our trust. Treating our customers with the highest care and lowering our service costs creates the ultimate win-win.”
Solar Support helps manufacturers design and build automated, standardized customer service systems, including phone line set-up; ticketing system development and integration; reporting; and customer service staff training.
These optimized infrastructures deliver faster, higher-quality service (up to 30 in-field calls a day) with scalable staffing and lower costs.
Manufacturers also benefit from the documentation of standard operating procedures that keep valuable product knowledge in house and access to secure online databases to safeguard proprietary technology.
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