EN 
PT_BR 
O solar energy market is growing in Brazil. The country ended 2022 with around 431 thousand photovoltaic systems in the distributed generation model, according to data from ANEEL (National Electric Energy Agency).
And with the sector booming, the Fronius from Brazil decided to optimize its area of Customer Service, with expansion of the technical assistance network and installation of new service channels.
According to the manufacturer, 'prosumers' not only produce their own energy, but also manage the entire system to achieve energy efficiency with savings and less environmental impact, and, therefore, need comprehensive support.
“We will have more aware users, who need quick responses, so that they do not experience losses in energy generation. Therefore, we continue working to be ever closer to our customers, offering projects and technical support”, explained Thyago Ferreira, Customer Service Manager at Fronius.
“We are also expanding the network of authorized technical assistance and increasing the agility of internal repair processes, so that the 'prosumer' has even easier access when it comes to equipment maintenance”, he added.
The company also emphasized that the service channel will be reinforced through the Solar.SOS application, available free of charge to customers, and which allows both the installer and the 'prosumer' to detect and analyze possible faults, check the equipment's warranty status , as well as opening a call answering and monitoring protocol in real time, if necessary.
Fronius Customer Service
Structured around four pillars – Customer Care, Technical Support, Repair Center and Administrative Services – Fronius Customer Service handles an average of 4,500 telephone calls, with a waiting list of just over 35 seconds, and 3, 59 thousand emails from users, ranging from questions about products to requests for technical support.
According to Ferreira, the customer service stands out for the high level of knowledge of the support team, which is capable of identifying and resolving most technical problems over the phone, with a solution rate of 86% with just one call.
The majority of support demands are related to the installation or configuration of the photovoltaic system and, therefore, do not require intervention on the equipment.
“However, if a repair is necessary, the customer has the option of sending the product to our national Repair Center, which also takes care of preventive and predictive maintenance with all the necessary components, in addition to having 40 authorized Fronius technical assistance centers spread across across the country to provide local support”, concluded the technician.
