CASE STUDY · Manufacturing
Becquer Energy
Industry
Manufacturing
Client
Accurate Gauging
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.
01
The Brief
4 challenges
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 Difficulty in managing customer
No real-time dashboards to track service performance, SLA adherence, and customer satisfaction
02
The Approach
Solution
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
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
