Chris Hilkert, Operations ManagerManaging the entire process in-house from consultation and site surveys to system design, permitting and installation, it ensures a seamless and consistent experience for customers.
“Our ability to control and optimize every touchpoint in the customer journey of installing a solar panel leads to high satisfaction and loyalty among clients,” says Chris Hilkert, operations manager.
The company ensures that every system it designs is optimized for both current and future energy consumption.
When customers initially engage with Solar Works Energy, the team thoroughly assesses their consumption patterns and selects an appropriately sized inverter. It recognizes that energy consumption tends to increase over time. Homeowners might add electric vehicles (EV), switch from swamp coolers to refrigerated air or experience an uptick in usage as their children grow older. Anticipating these changes, Solar Works Energy proactively sizes systems slightly larger than immediate needs require. This foresight allows for seamless adjustments when customers call in the future, needing more power due to lifestyle changes.
Central to this proactive approach is the installation of the SolarEdge Home Hub inverter as a standard feature. This advanced inverter is battery-ready, EV-ready and equipped with consumption monitoring capabilities. Providing this high-quality equipment from the outset, Solar Works Energy ensures customers are prepared for any future upgrades without incurring additional costs. This approach is particularly beneficial as net metering policies evolve and utilities potentially shift to time-of-use charges.
Instead of relying on traditional project managers who juggle numerous tasks—including interconnections, permitting and scheduling inspections—Solar Works Energy employs a customer experience team (CET) that focuses solely on maintaining the relationship between the installation process and the customer. By ensuring that every aspect of the customer experience is handled with care and attention, CET provides a single point of reference for customers throughout their journey.
The transparency and trust Solar Works Energy fosters are evident in the positive feedback from clients. By sharing real testimonials from satisfied customers, it builds credibility and trust. Many clients, after experiencing the benefits of solar energy, choose Solar Works Energy again when they move to new homes. This loyalty speaks volumes about the company’s ability to deliver on its promises and ensure customer satisfaction. By listening to every small customer’s concern and providing clear, honest communication, Solar Works Energy helps prospective clients navigate the complex solar market with confidence, solidifying its reputation as a trusted provider in the industry. One measure of this success is Solar Works Energy’s impressive net promoter score (NPS) system of 81.5, reflecting positive feedback from customers and the effectiveness of its approach.
Our ability to control and optimize every touchpoint in the customer journey of installing a solar panel leads to high satisfaction and loyalty among clients
Solar Works Energy’s promise to customer satisfaction is not just limited to residential and commercial areas; it extends to rural New Mexico, where residents often experience less reliable electricity due to being served by cooperatives instead of major power companies. Solar Works Energy offers storage solutions to these customers, ensuring they have power even during outages that previously lasted hours or days. This is especially important for those living on ranches, where power outages can affect electric fences and wells, leading to wandering cattle and water access issues.
That’s not all, clients in New Mexico benefit from a 10 percent state tax credit, which requires detailed paperwork and coordination between the homeowner and the installer. Solar Works Energy simplifies this process with a dedicated tax expert who assists customers, ensuring they can easily navigate the complexities of the tax credit.
At Solar Works Energy, the commitment to the brand and customer experience is shared by everyone, from the installers on the roof to the electricians handling the groundwork and even the canvassers knocking on doors. This unified dedication is a defining feature of Solar Works Energy, ensuring consistent quality and customer satisfaction across every level of the company.
