Conversation Highlights:
- We have increased our local presence with every new installation and hired the local team for immediate support.
- Our customized service support will become an icebreaker in the year 2023.
- We also provide some critical parts along with the supply based on the location and service criticality.
How has the year 2022 been so far from Sungrow’s services side?
Till now 2022 has been great, almost supplied 3.5 GW in India and been a leader in the PV business. Despite of global crunch in silicon chip supply our service team had worked hard to keep up with customer satisfaction. We had the biggest and strongest team in India with more than 40+ technical staff. We have increased our local presence with every new installation and hired the local team for immediate support. We had a local warehouse with engineers to keep customer generation up every time. With our hotline service, we had focused on C&I customers where operation-related queries need to be addressed and we had well-trained customer representatives for it. We have focused more on educating customers about products and their related benefits.
What are the ways Sungrow maintains its leadership in providing efficient services?
Sungrow is a customer-centric company and to maintain our leadership in the market we focus on customer needs. In the RE section, the major pain area is a loss in generation due to malfunction. To address this problem Sungrow uses the ESA method, first educating customers which helps to understand the basic operation and troubleshooting. We have a hotline service for basic product information and troubleshooting. Our humble and polite customer representative can guide you regarding the product and its operations. Secondly, for spares, we have local warehouse where we keep critical spares for customer support. Thirdly, for attention, we have local engineers who are highly qualified and energetic and available for support 24X7 on-site engineers. Our team is increasing day by day with every new installation.
What are some new ways and methods you will be adopting in the coming year 2023?
In 2023 we are planning to go digital and make our presence more strong in the market. For easy connection with customers, we will be available on Whatsapp where customer can register their complaints, collect knowledge and get basic support and for extended support, our executive will connect with customers. We won’t make our customers wait in queue. We are planning to improve our repair facility with the increased number of the install base. We will focus more on customer training about products. Our customized service support will become an icebreaker in the year 2023.
How important is feedback from the client’s side? What are the ways you incorporate the same?
Customer feedback is the most important for us. We have an online platform where for every registered complaint we are sharing email links for customer feedback, to make it easier we had QR which will be scanned by customers for feedback. Recently, our CSAT score is 95% and we are focusing to achieve 99% of the CSAT in the future.
What are some of the types of Sungrow’s inverter solutions? And what are some service facilities provided by them?
For the utility, we have products from 200kW to 8.8MW, for the C&I market we have from 33kW to 100kW, and for the residential ranges from 3kW to 20kW. To provide high-quality services we have 2 bonded warehouses in Chennai and Mumbai which are equipped with ready inverters. Along with this we also have 8 warehouses across India equipped with ready inverters and a complete set of spare parts. Adding to this onsite service engineer also have equipped with some critical spare parts so that we can ensure uptime as much as possible. We also provide some critical parts along with the supply based on the location and service criticality.
