Tata Power lights up India’s solar energy future through innovation, scale, and service excellence

As one of India’s largest integrated power companies, Tata Power is accelerating its transition to a sustainable future, targeting an ambitious 70% green energy capacity by 2030 — a significant leap from its current 44%. At the forefront of this transformation is Tata Power Solaroof, a key division of Tata Power Renewable Energy Limited, spearheading the nation’s solar revolution with unmatched innovation & scale.

Tata Power Solaroof has redefined energy accessibility and sustainability with landmark projects like powering Asia’s largest tea estate, the Chengmari Tea Estate in West Bengal, setting up the world’s largest solar rooftop at the iconic Cricket Club of India, Mumbai etc.

Driven by a commitment to democratising clean energy, Tata Power Solaroof is a vital partner in the government’s PM Surya Ghar: Muft Bijli Yojana, amplifying its impact at the grassroots level through its Ghar Ghar Solar program and aims to illuminate over 10 lakh households across India in the next 3-5 years.

Building a unified platform to power seamless customer experiences

Scaling clean energy solutions to serve India’s vast and diverse population is no small feat. As the country’s renewable energy momentum rapidly accelerates, Tata Power Solaroof found itself navigating a complex operational landscape — managing an ever-growing volume of leads, ensuring instant access to critical customer data, and consistently upholding stringent service-level agreements (SLAs) across an expanding B2C customer base.

Legacy CRM systems and manual workflows struggled to keep pace, creating fragmented visibility across the customer journey and hindering Tata Power Solaroof’s commitment to swift, personalised sales and service experiences. With customer expectations soaring and the demand for solar adoption surging, maintaining excellence in engagement required a bold, transformative approach. Demonstrating its forward-thinking leadership, Tata Power Solaroof embarked on a mission to digitally revolutionise its operations by partnering with Salesforce — a cutting-edge platform uniquely equipped to unify and streamline sales and service functions within a single, integrated ecosystem. 

Streamlining the lead-to-asset activation journey to achieve a 200% boost in installations

With the deployment of Salesforce Sales Cloud, Tata Power Solaroof has revolutionised its lead-to-asset activation journey by seamlessly centralising lead management across an extensive range of channels — from B2B and B2C mobile apps to corporate websites, landing pages, social media, and even offline marketing initiatives.

Every step in the sales process, from initial inquiry to deal closure and installation is tracked and managed through Salesforce—creating a seamless and customer-first experience at scale.

This unified platform empowers Tata Power Solaroof to efficiently capture, route, and qualify leads through its call centre with unprecedented speed and precision. By drastically reducing response times and optimising lead conversion rates, Sales Cloud has become a cornerstone of Solarroof’s digital transformation.

Powered by this integrated solution and Tata Power’s broader operational excellence, the company has achieved a staggering 200% surge in residential solar installations — a game-changing leap in accelerating India’s clean energy adoption.

"Salesforce has become integral to our sales operations and lead management. By centralising customer data for rapid retrieval, and automating routine tasks, we have significantly enhanced our efficiency and our ability to drive the adoption of solar energy across India," said Shivram Bikkina, Chief - Solar Rooftop & EV Charging Business, Tata Power Renewable Energy Ltd.

Complete visibility fuels service agility, driving unmatched SLA adherence

At the core of Tata Power Solaroof’s relentless pursuit of service excellence lies Salesforce Service Cloud — a powerful platform delivering a truly seamless, end-to-end customer experience. By unifying every complaint and service request from diverse channels—including B2B and B2C mobile apps, websites, call centres, IVR, social media, email, and channel partners—into a single, authoritative source of truth, Tata Power Solaroof ensures no customer concern goes unheard or unresolved. Enhancing this ecosystem further, integration with an intelligent website chatbot is underway, promising customers instant, around-the-clock support. Behind the scenes, cases are automatically and intelligently routed to the service support team, who swiftly verify customer details and pinpoint the relevant asset record within Salesforce.

From there, cases are efficiently assigned to the right Authorised Service Centre (ASC) partner, triggering immediate work order creation and precise scheduling of service appointments. Service agents, equipped with advanced, real-time dashboards, gain unparalleled visibility into the full ticket lifecycle — empowering proactive issue management and rapid resolution.

This end-to-end transparency and operational agility have dramatically boosted Tata Power Solaroof’s ability to consistently meet and exceed stringent Service-Level Agreements (SLAs), reinforcing its commitment to delivering reliable, world-class service across India’s clean energy landscape. 

Mobile-first field service drives efficiency and cuts turnaround time by 58%

Before Salesforce, Tata Power Solaroof’s field teams faced critical delays — with field teams spending up to two hours just retrieving customer information, slowing down service delivery.

Today, thanks to the Salesforce Field Service mobile app, the ASC’s field technicians operate at peak efficiency, equipped with real-time access to work orders, inventory levels, customer data, geotags, and dynamic scheduling — all at their fingertips. Technicians instantly log vital updates, verify spare part availability on-site, and swiftly allocate resources to the right assets, eliminating bottlenecks. The integration with the knowledge management portal empowers rapid troubleshooting, enabling swift resolutions even in complex scenarios.

This seamless, end-to-end visibility across the service lifecycle has slashed turnaround time (TAT) from 4.75 days to just 2 days — a remarkable 58% reduction that dramatically cuts solar downtime and elevates the customer experience. The asset activation lifecycle has also been accelerated by 50%, substantially increasing project deployment speed, minimising downtime, and expediting return on investment by enabling assets to reach full functionality faster.

A self-service portal enhances partner experience, building ecosystem trust

At the heart of Tata Power Solaroof’s rapid expansion lies a digitally empowered partner ecosystem — powered by a bespoke partner community portal built on Salesforce Experience Cloud. This innovative platform is a game-changer, fueling collaboration and trust across a network of over 575 channel partners nationwide.

Designed with partners in mind, the portal offers comprehensive self-service capabilities that provide real-time visibility into leads, streamlined order management, and instant access to warehouse inventory — all delivered through a user-friendly, e-commerce-style interface. Seamlessly integrated with the Tata Digital payment gateway, the portal empowers partners to place and pay for orders swiftly, transparently, and with complete confidence.

But the portal’s impact goes beyond convenience. By embedding automated workflows for project approvals, it has dramatically eased the load on Tata Power Solaroof’s lean quality assurance team, accelerating project turnaround times and boosting operational efficiency across the entire value chain.

Next: Driving digital transformation across Tata Power

Buoyed by the benefits Tata Power Solaroof gained from the Salesforce implementation, the larger Tata Power is envisioning a broader Salesforce rollout with more functionalities across multiple divisions.

Tata Power Solaroof required more than just a traditional CRM—they needed a strategic enabler to drive end-to-end digital business transformation and sustain their leadership in the rapidly evolving solar energy sector. By leveraging Salesforce to create a unified customer view and streamline operations across sales, service, field teams, and partners, the company is now scaling efficiently while delivering exceptional service to both B2C and B2B customers.