The solar energy provider faced significant operational inefficiencies due to the absence of a centralized Lead-to-Order Management system. Managing customer inquiries, leads, service requests, and operational workflows across disconnected processes created delays, limited visibility, and inconsistent customer experiences.
Synoptek partnered with the client to implement and enhance Microsoft Dynamics 365 Sales, Customer Service, and Field Service modules using an Agile methodology. The solution established a unified CRM platform that streamlined lead management, automated workflows, centralized customer data, and connected Cases, Sales Orders, and Work Orders seamlessly.
The implementation:
- Automated lead management, case workflows, notifications, and scheduling reduced manual effort and streamlined operations.
- Enabled a unified 360° customer view, thereby accelerating response times, improving engagement, and driving better service delivery across sales and support teams.
- Centralized reporting and integrated workflows, improving coordination between departments while providing actionable insights into orders, invoicing, and operational performance.
Customer: A leading regional solar energy provider
Profile: A leading regional solar installer serving residential and commercial customers across the Mid-Atlantic region, specializing in solar energy solutions, battery systems, and live monitoring services.
Industry: Manufacturing
Services: Dynamics 365 CE Sales, Customer Service implementation & Field Service support