Sofar improves service with service center and plans expansion in Brazil

Since the opening of its service center in jacarei (SP), in July 2024, the Sofa stated that it has improved the quality of technical support and significantly reduced customer service time. With more than 400 inverters sold in the country, the company has structured a 2 square meter space to optimize after-sales service and ensure efficient repairs.

In total, the company maintains a stock of over 1.000 new inverters to meet partner demand. In cases where the warranty is approved, Sofar is responsible for scheduling the collection and shipment of the inverter, offering support to both the integrator and the end customer. This ensures continuity of service, even if the integrator ceases its activities in the solar sector.

Another advantage highlighted by the company is the speed of repairs. After the inverter arrives at the Service Center, testing and repairs can be completed within 48 hours. If the warranty is denied, Sofar still offers the repair service, maintaining the original warranty period on the Invoice. 

To illustrate this commitment, Eduardo Fróes, Country Manager of Sofar Brasil, highlighted a practical example: “If a customer purchases an inverter with a 10-year warranty and, after six years, the equipment needs repair, it will continue to be covered for the remaining four years, even if new failures occur in the future”, he explained.

Sofar opens repair center in Jacareí to improve after-sales service

Investments and improvements in infrastructure

Among the improvements implemented, the creation of an exclusive laboratory for repairs, equipped with a controlled environment and temperature monitoring, stands out. This avoids external interference, resulting in more accurate repairs and increasing the durability of the equipment. 

“The center’s performance has been highly positive, allowing Sofar to offer fast and efficient service. We also use Reclame Aqui as a public tool to monitor customer perceptions and identify opportunities for improvement. In the last six months, we achieved a rating of 9,6 on Reclame Aqui, reflecting our high problem-solving rate and customer satisfaction with the service,” said Froés. 

“This new strategy aims to strengthen the current after-sales policy, which already maintains an advanced warranty stock at the main distribution partners. This is what we call an 'express' warranty, that is, once the warranty is approved, the customer can receive the inverter from either the distributor's stock or from Sofar's stock, whichever is faster to fulfill the process”, he highlighted.

Plans for expansion and new repair centers

According to the executive, the company plans to expand its network of repair units in different regions of Brazil in the future. The goal is to decentralize technical support and provide even faster service to customers throughout the country. 

In addition to expanding its structure, Sofar continues to invest in R&D (Research and Development) to optimize repair processes and improve its equipment, considering the challenges encountered in the field in Brazil, such as the low quality of electrical networks in end-of-line regions or in rural areas.

As a next step, the manufacturer plans to offer in-person technical training at its service center, providing a hands-on, immersive experience for customers to enhance their knowledge.

“Our commitment is to continue improving the customer experience, ensuring agile and efficient support, in addition to contributing to the training of qualified professionals”, concluded the Country Manager.

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