German Solar Systems Company Chooses Talkdesk as Contact Center Provider

ZOLAR GmbH is a Berlin-based green technology company that provides solar modules and storage systems. The company offers solar panels and cables, inverter, rack systems, heaters, water heat pumps, module optimizers, and e-charging stations. Because Zolar is a platform for residential solar, it has heavy requirements for a robust call center.

“On the one hand, we are an online one-stop shop, offering residential solar systems at a fixed price through our ZOLAR Online-Configurator. Homeowners can simply purchase a customized solar system online,” Alexander Melzer, founder and CEO of Zolar, told Medium in an interview. “On the other hand, we are a digital fulfilment platform. Our Zolar Project Center enables our local installation partners to smoothly install the solar systems at the customer’s home. The PV systems generate clean electricity, which can be used for daily household needs as well as to charge an electric car.”

To help better support its customer base, ZOLAR has chosen Talkdesk as its contact center provider. Talkdesk will supply voice services and Talkdesk for Salesforce to the ZOLAR team of solar energy advisers, enabling them to provide more streamlined interactions with customers while leveraging and maintaining a comprehensive view of the customer journey.

ZOLAR employs a team of solar experts who advise customers throughout all phases of the purchasing process, from initial inquiry to the creation of a rooftop solar energy solution tailored to the unique needs of each customer. With Talkdesk CX Cloud, an end-to-end customer experience solution, ZOLAR can quickly and easily field their typical daily volume of more than 1,000 customer calls, even when staff work from home. Through the solution’s deep integration with Salesforce, they can also access and maintain a complete view of each customer engagement to further personalize the experiences.

“We needed a solution with advanced routing capabilities and a view into call behavior,” said Markus Schaffrinski, CTO of ZOLAR, in a statement. “Talkdesk CX Cloud gives us a sophisticated, yet simple-to-use tool with smart routing right out of the box. By allowing us to respond more efficiently, from anywhere, and provide a better overall experience, our customers can come away not only feeling good about choosing a clean energy solution, they also feel added confidence in having entrusted ZOLAR to power it.”

Edited by Luke Bellos