100% of direct customer contact coordinated in a single solution
Intelligent digitization with effective dialog options.
As a still young company, sonnen GmbH has already received several awards for its innovative products and rapid growth. For example, the Massachusetts Institute of Technology (MIT) placed sonnen on the list of the 50 most innovative companies worldwide in 2016.
Headquartered in Wildpoldsried in the Allgäu region and with additional locations in Berlin, Great Britain, Italy, the USA and Australia, more than 450 employees worldwide pursue the goal of clean and affordable energy for all.
Challenges
"Clean and affordable energy for all" - this guiding principle stands for sonnen in more ways than one. In addition to the intelligent power storage system sonnenBatterie, sonnen now also offers a wide range of services for clean energy. These include, for example, the networked energy community sonnenCommunity as well as the sonnenFlat, where customers no longer have any electricity costs.
To coordinate these offers and services, a strong digital infrastructure is needed. This is precisely the challenge that DIA is mastering together with its customer sonnen. Both efficiency and flexibility are important components - because tomorrow's innovation should also be built on secure processes.
Before
- Weak digital infrastructure
- Inconsistent lead management across existing touchpoints
- difficult system-side networking between sales and service
- High manual effort and complexity in service
- Insufficient data quality
- inconsistent partner communication
After
- Simplification and harmonization of the sales and service process
- Consistent opportunity and quotation process
- Reduction of break points between processes
- fast, intuitive CRM and sales solution based on Sales Cloud and Service Cloud
- central information and communication portal for partners
Solution
Lead Management
Of course, there is not just one place, or one channel, where an innovative company can meet new potential customers. With the multitude of touchpoints, there is also a multitude of sources for new leads. Therefore, the connection of website, apps, portals and co. is a central part of the lead management developed by DIA. In this way, we have jointly ensured that all contact inquiries and customer contact data come together in one central place and are processed directly by the right contact person through intelligent routing.
Service Solutions
sonnen is aware that quality does not end after the successful sale of a product. Good customer service is an important component for living high quality. In order to achieve this, DIA worked with sonnen's service staff to analyze what good service means to them and created the necessary processes and tools. The result: a helpful answer to every question. Every problem can also be analyzed and included in the development of future products.
Partner Portal
Installers are important partners for sonnen, especially in the market for storage technologies. They support the customer on site and are responsible for integrating sonnen products into the home. To promote close communication with partners, sonnen offers them a portal developed by DIA. Here, partners receive all the information they need for the installation and they can stay in contact with sonnen quickly and transparently. This not only provides added value for the customer, but also for the partner.
Contract management
With sonnenCommunity, sonnen has created Germany's first decentralized energy community, connecting people who produce their own electricity. To differentiate itself from traditional energy providers, DIA's solution focuses on customer-centric management of contracts as well as personal and meaningful communication.