A manufacturer BYD Energy do Brasil announced this week the partnership with Desk Manager, customer service platform. The objective is to optimize after-sales service processes.
With demand from around 400 customers in the photovoltaic segment, BYD adopted the tool with operating licenses and integration with WhatsApp.
According to the manufacturer, the gain in efficiency was immediate. A complete service started to be completed in a period of 72 hours, presenting a 95% reduction compared to the previous process.
Customer service and after-sales
BYD Energy's service is carried out through a three-step process, the first of which is the customer's request. In the second, he presents the solution to the customer. With the tool, the initial procedure was reduced to 4 hours and the following process to 48 hours.
The last procedure is the completion of the service, which ends within 72 hours. “With the implementation of the Desk Manager system, the company improved the entire service and after-sales process, so much so that today we are the company with the best after-sales in the solar market in Brazil”, says Fernando Domingos, After-Sales supervisor from BYD Energy.
According to the company, the After-Sales area has several functionalities within a single system, which guarantee service support and complete business management.
In addition to the platform, they have a Customer Success team, led by Leonardo Hokumura, who offers personalized consultancy to make 100% use of the Desk Manager system's resources.
“Our goal has always been to deliver efficiency through a single, complete tool, and BYD’s numbers only reinforce that we are on the right track. Our system has been constantly improved, aiming to provide efficiency gains and cost reductions”, says Célio Fabiano, CEO of Desk Manager.
Another difference
In addition to investing in technology to serve the Brazilian market, the manufacturer highlighted the investment in packaging that guarantees the safety of the logistics of its modules.
Today, the company uses packaging that is twice as thick compared to the photovoltaic market. According to the company, the resistance is 34 kgf per centimeter, while other brands offer resistance of 15 kgf.
Packaging ensures great safety and uneventful transport of photovoltaic modules. Photo: BYD Energy Brasil
“Our packaging has a structural function that allows the module to be stacked without excessive effort, avoiding microcracks. It not only packages the product, but because it is on average ten millimeters above the height of the modules, it has a column that allows stacking without damaging the modules”, says Marcelo Taborda, Sales Director at BYD Energy do Brasil.
Also according to the executive, the packaging quality standard is the same applied to the national module and the imported module.
He concludes that high technology, commitment to quality and sustainability are just three of the pillars that involve the development of the brand's products.
