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.
