Case Study: Residential Solar Energy Company achieves higher inside-sales closing rates and reduced call handle time with NICE CXone from NICE Systems

Solar Energy Company Transforms Inside Sales Closing Rate with CXone and Salesforce

The nation’s largest residential solar storage and energy services company, with a 400‑agent contact center handling over 10 million interactions a year and poised for $1 billion in revenue, needed to close the gap between higher-performing field sales and remote inside sales. Inside reps were at a disadvantage because they lacked local market knowledge and relied on a manual, error‑prone Salesforce lead-conversion and skill-search process that increased handle time, misroutes and call disconnects.

The company automated its inside‑sales workflow using NICE CXone (integrating CXone APIs, Studio actions and Agent for Salesforce) so leads are auto‑qualified, screen‑popped and routed to the right regional rep with one click. The change increased sales closing rates and one‑call closes, reduced handle time, misrouted calls and abandonment, and improved overall customer experience and team performance.