Customer operations · Solar & renewables installation
Keep the customer informed to activation.
Between signing and switch-on, the homeowner waits months through permitting, install, and PTO with no updates. So they flood the office with status calls and dispute milestone draws.
The reality
The gap between sale and activation is silence.
The deal closes and the customer hears nothing for weeks while the project moves through queues they can't see. They call to ask where things stand, push back on a milestone draw, or file a complaint after install because a reschedule was never communicated.
The operator sends milestone updates at every stage, handles reschedule requests, and resolves post-install issues — owning the customer relationship from sold to live so the office isn't the bottleneck.
How the operator runs customer operations
Customer ACC-7720 · Updates
sending- Permit-approved update sent
- Install-scheduled notice sent
- Inspection date — confirming with customer
01Send milestone updates
Notifies the customer at permit, install, inspection, and PTO with what's done and what's next.
Customer ACC-7720 · Scheduling
rebooking- Reschedule request received
- New crew window found
- Confirmation — sent to customer for approval
02Handle reschedules
Fields reschedule and access requests, rebooks the crew window, and confirms the new date with all sides.
Customer ACC-7720 · Service
resolving- Production-shortfall complaint logged
- Service ticket opened
- Truck roll — scheduled with field team
03Resolve service issues
Triages post-install complaints, opens a service ticket, and follows it to a confirmed fix.
The outcome
−50% of customer-ops work off the team
Customer informed and satisfied throughout project lifecycle.
- Customers hear from you at every milestone, not just at the sale
- Reschedules handled before they become missed appointments
- Post-install complaints triaged and resolved, not left to fester
Common questions
Customer operations
- What does the Customer operations operator do?
- The operator sends milestone updates at every stage, handles reschedule requests, and resolves post-install issues — owning the customer relationship from sold to live so the office isn't the bottleneck.
- What impact does the Customer operations operator have?
- −50% of customer-ops work off the team. Customer informed and satisfied throughout project lifecycle.
- How does the Customer operations operator work?
- Notifies the customer at permit, install, inspection, and PTO with what's done and what's next. Fields reschedule and access requests, rebooks the crew window, and confirms the new date with all sides. Triages post-install complaints, opens a service ticket, and follows it to a confirmed fix.
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