Published 4 Dec 2025 · Last reviewed 30 Apr 2026
Becquer Energy
Industry
Energy & Utilities
Client
Becquer Energy
Integration
ERP, Inventory Management, Payment Gateway, CTI
Products Used
Salesforce Service Cloud
Becquer Energy is a solar solutions company delivering end-to-end solar systems across residential, commercial, and industrial segments. With a strong engineering focus, Becquer is committed to making clean energy accessible through innovative, reliable, and scalable solar solutions.
Becquer Energy is an end-to-end solar-solutions provider operating across residential, commercial, and industrial segments. Techila Global Services — a Salesforce Summit Partner — implemented Salesforce Service Cloud with ERP, inventory, payment-gateway, and CTI integrations to centralise case management, automate SLA-driven workflows, and bring full lifecycle visibility from inquiry through installation to post-installation support. The programme delivered −40% average response time, +30% service-team productivity, and lifted SLA adherence from 60–70% to 90%+ — without proportionally growing the service team.
[ At a glance ]
- Client
- Becquer Energy — end-to-end solar solutions provider
- Industry
- Energy & Utilities · Clean Energy / Solar
- Products used
- Salesforce Service Cloud
- Integration
- ERP · Inventory Management · Payment Gateway · CTI
- Key outcome
- −40% response time, +30% productivity, 90%+ SLA adherence, 2× capacity without team growth
- Provider
- Techila Global Services · Salesforce Summit Partner
01
The Brief
4 challenges
Before this engagement, Becquer Energy ran customer inquiries, project tracking, and service tickets across disconnected tools. Leads slipped through manual tracking, installation lifecycle had no single source of truth, and service performance, SLA adherence, and customer satisfaction were all invisible to leadership in real time.
Lack of a centralized system to manage customer inquiries, service requests, and project lifecycle across solar installations
Manual tracking of leads, project status, and service tickets leading to delays and inefficiencies
Limited visibility into ongoing installations, maintenance activities, and customer issues — making it difficult to track customer progress, escalations, and SLAs in real time
No real-time dashboards to track service performance, SLA adherence, and customer satisfaction
02
The Approach
Solution
Techila implemented Service Cloud as a centralised case-management platform with structured omnichannel communication, end-to-end installation-lifecycle tracking, and automated SLA-driven workflows. Case assignment, escalation, and SLA monitoring were automated; the result is a single platform that runs the customer-service motion across residential, commercial, and industrial segments.
Centralized Case Management System:
Implemented Service Cloud to capture and manage all customer inquiries, complaints, and service requests in one platform
End-to-End Project & Service Tracking:
Configured workflows to track installation lifecycle from inquiry to deployment and post-installation support
Omnichannel Customer Communication:
Enabled structured communication across channels ensuring timely responses and better customer engagement
Automation of Service Processes:
Automated case assignment, escalation, and SLA tracking to improve response and resolution times
03
Stack & Tools
04
Impact
Average response time dropped 30–40%, service-team productivity climbed 25–30%, and SLA adherence moved from 60–70% to 90%+ compliance. The same team now handles a 2× increase in service requests without growing headcount, and new regions and process variants onboard roughly 30% faster on the platform.
Reduced average response time by 30–40% through automated case routing and SLA-driven workflows
Achieved 100% visibility into customer lifecycle, installations, and service history via centralized dashboards
Reduced manual effort in case handling by 35–45% through workflow automation
Increased service team productivity by 25–30%
Improved SLA adherence from ~60–70% to 90%+ compliance
Clear ownership and tracking improved resolution accountability by 40%+
Enabled handling of 2x increase in service requests without proportional team expansion
Supported multi-region operations with ~30% faster onboarding of new processes/locations
“We replaced spreadsheets and disconnected tools with a single Service Cloud platform. SLA adherence climbed from the high sixties to ninety-plus, and we now absorb double the volume without adding people. The dashboard is the operating system for our service business.”
— Head of Customer Service · Becquer Energy
[ Related services ]
How Techila delivers this for your team.
Salesforce Service Cloud
Senior-led Service Cloud delivery — omnichannel case management, SLA automation, knowledge, and Field Service for service-heavy operations.
Explore→Field Service
Pair Service Cloud with Field Service for AI-optimised dispatch, mobile work orders, and asset tracking on the install base — a natural extension for solar O&M.
Explore→Agentforce
Layer Agentforce on top of the case-management platform for tier-one deflection, agent-assist, and AI-summarised customer histories.
Explore→Managed Support
Operate Becquer's Salesforce platform under senior-led managed services — release governance, observability, and quarterly value review.
Explore→[ FAQ ]
Frequently asked questions.
What buyers ask after reading this Techila case study.
