OREANDA-NEWS. November 19, 2015. Residential solar power is booming. According to the Solar Energy Industries Association, the United States’ solar capacity will double before 2016. With residential installation costs dropping more than 45 percent since 2010, customer-centric solar power companies, like Sunnova, are poised to see exponential growth in the short and long term.

“We’re positioning ourselves to be every power resource the customer needs for the next 25 years. So, we have a long-term relationship in mind,” said Samantha Steele marketing communication manager at Sunnova.

After purchasing Marketing Cloud in April, Sunnova set out on a strategic effort to enhance its customer service, providing its clients with greater information customized to meet their unique needs.

Key to the company’s long-term strategy is maximizing an integration with the Salesforce CRM to enhance the customer experience throughout the sales, onboarding and customer relationship lifecycles.

“One of the key messages from Dreamforce was getting teams to work together,” said Steele. “With Marketing Cloud it’s really about getting the contact center, sales and marketing to communicate. “

Steele said this new approach to customer service gives Sunnova the tools to extend its transparent culture to further benefit the customer.

Better internal communication means a more nimble approach to customer service, she said. “With customer service and marketing, you have to react quickly and Marketing Cloud helps make that even easier.”

Listening to the customer

Sunnova is also taking a proactive approach with its customers, actively engaging them in surveys to understand opportunities for improvement.

“I think we do a good job of moving customers through an email lifecycle,” said Director of Customer Experience Shahid Ali. “The surveys allow us to take the feedback we have and make our process even better.”

For example, recent results revealed that Sunnova customers want a greater connection to the company. So, Sunnova is adjusting its strategy to deliver more information, such as tips and tricks.

The company is revamping the customer lifecycle journey to include dynamically generated, visually appealing content blocks. Sunnova also has plans to launch Predictive Intelligence to help intuit the content of most interest to customers.

SMS, which will be up and running in the next couple of months, is another example of how Sunnova is adjusting to better serve its customers.

“We want to get to the place where we have an omnichannel experience,” said Ali. “Whether it’s email, text or social, we’re always thinking about how to keep that communication alive.”

In addition to rethinking the integration of sales and marketing, Ali said they’re redesigning the website to provide a chat option for customers. They’re also retooling the customer portal and revising billing statements.

Sunnova is interested in empowering its customers and finding means for nurturing relationships in the future. “It all ties back to providing a better experience for the customer,” said Steele.