Case Study: Solar Support achieves $9,000 in avoided repair costs and saves 10 hours with Freshworks

One Call Recording Saved 10 Hours and a Component Worth $9000. Here's the Solar Support Story

Solar Support, a San Diego–based, fully remote provider of end-to-end solar technology and field support, needed a reliable phone system with responsive customer service after their previous provider assigned them the wrong 1-800 number and offered poor support. They selected Freshworks’ Freshcaller (tightly integrated with Freshdesk) for its price, out-of-the-box features, and the vendor’s responsive team.

Freshworks implemented Freshcaller with call recording, Freshdesk integration, and analytics/reporting. Using call recordings they identified the faulty right-hand component, avoiding 10 hours of unnecessary work and the replacement of a $9,000 part; recordings are attached to tickets and project tools for documentation and quicker resolutions. Freshworks’ analytics also helped Solar Support optimize staffing and agent productivity, boost customer satisfaction, and reduce repeat calls.

Solar Support

Auston Taber

Chief Executive Officer