Residential solar power has become increasingly popular across Germany as consumers look for ways to switch to clean energy and save money. Berlin-based EIGENSONNE is on a mission to bring clean, smart energy to every rooftop in Germany. The company sells and rents tailor-made solar (photovoltaic and energy storage) systems directly to consumers.
With interest in solar spiking, aided in part by government incentives, many players — from large national companies to regional specialized players — have entered the space vying for consumers’ attention.
In this competitive environment, where there is little price fluctuation across the industry, EIGENSONNE realized the greatest value it could offer customers was to make the experience as smooth as possible, from initial interest through the sales process, pricing, and installation. To do this, the company first turned to Salesforce to digitize the sales process by creating a customer portal that connected to its CRM using Heroku and Sales Cloud. With an intuitive on-screen guide, customers could easily visualize, configure, and price a custom solar panel system that best fit their home and needs.
But choosing the right solar system could still be daunting for customers and EIGENSONNE staff. Customers had to take their own measurements, often repeatedly, as they lacked the technical expertise. And the installation process itself was complicated. Engineers, architects, and electricians had to log, check, update, and communicate work statuses in different systems. This was creating barriers for customers, sales, and technical teams.
Mihaela Muresan, Salesforce Technical Lead at EIGENSONNE, had a vision to simplify and streamline the entire customer experience. She saw an opportunity to use automation tools to shorten the sales and installation cycle, and to make it faster and easier for EIGENSONNE staff to help customers at every step along the way.