Enphase Energy Enhances Customer Experience
July 19 2018 - 8:00AM
Enphase Energy, Inc. (NASDAQ:ENPH), a global energy technology
company and the world’s leading supplier of solar microinverters,
today announced the addition of ‘Service-on-the-Go’ for the
Enlighten Manager and the Installer Tool Kit platforms. As part of
the Enphase customer experience initiative, Service-on-the-Go
enables a solar installer to request a return and quickly activate
a new microinverter in an existing system from the field using a
smartphone or computer, 24 hours a day, seven days a week. A return
can now be processed automatically and in 60 seconds or less,
without the installer having to make a phone call.
The Enphase customer experience initiative began in early 2018
and is led by Jeff McNeil, who joined Enphase in January as vice
president, quality and customer support. McNeil has held senior
leadership positions focused on improving service and driving
operational excellence in large technology companies. Under
McNeil’s leadership of the customer experience initiative, Enphase
has made significant improvements in the customer contact center
and online support functions, including: enhancing staff training;
bringing the support team on to Enphase social media channels;
implementing an option for call-back; and changing a policy that
gives homeowners direct access to Enphase customer support. The
contact center improvements have resulted in a tenfold decrease in
the average wait-time in the second quarter, and Enphase customers
have taken note of the overall improvements in the experience.
"Synergy has been a big fan and loyal Enphase customer since we
started using them exclusively seven years ago,” said Jeff Mathias,
co-owner of Synergy Solar and Electrical Systems Inc. “Enphase’s
technology and tools help us better serve our customers and make us
more competitive. Enphase’s support continues to improve and it’s
clear how far ahead of other manufactures they are. I could not be
happier with the products, service, support, and software we
receive from Enphase.”
“I want to thank Enphase for the new and improved customer
support service,” said Brian Miller, president at Professional
Electrical Services, Inc. “The wait times and support call issues
appear to be a thing of the past and calling for technical support
is actually an enjoyable experience now. We especially appreciate
that Enphase now takes calls directly from our customers, since
Enphase is still the best at explaining the inner workings and
features of the MyEnlighten platform.”
“We switched to Enphase earlier this year and have been
impressed with the customer service response times,” said Tommy
Lowden, director of operations at Shine Solar, LLC. “Enphase has
been 20 to 30 percent faster in responding to issues than previous
manufacturers, which equates to immediate onsite labor savings, and
their new Service Manager Dashboard provides a great, single
location to see the status of any outstanding service issues. We
are very happy with our decision to move to Enphase and with their
continued focus on customer service.”
“Southern California is an extremely competitive marketplace for
solar, and Enphase's Service-on-the-Go has been a game changer for
us in terms of customer service,” said Arno Aghamalian, president
and CEO of Solar Optimum. “We take great pride in being customer
service-centric and expect the same level of efficiency and speed
from our partners. The ability to file a warranty claim and manage
the replacement online is a perfect example of something that makes
us more efficient and faster and reflects an important alignment of
values between Solar Optimum and Enphase."
Enphase has also rebuilt its self-service support portals in
which both end customers and solar installation professionals have
access to new libraries of resources, including tutorials,
tips-and-tricks and videos to answer most of their questions
themselves quickly and without human intervention. On the portal,
self-help sessions increased from an average of 375 sessions per
day in 2017 to 1,452 sessions per day in the second quarter of
2018.
“Changing customer experience is not just about tactical
enhancements to the support function, it’s also about changing a
company’s culture,” said Jeff McNeil. “I’m proud of the dramatic
increase in our transactional Net Promoter Score in the past six
months, which I view as evidence of our progress towards embracing
a customer-experience-focused culture. We are making it easier to
do business with Enphase, significantly reducing cost of ownership,
and using outstanding customer experience as a competitive
differentiator.”
The Enphase customer experience initiative is an ongoing program
with the aim to match a premium customer experience with Enphase’s
premium, high-reliability energy products. Enphase customer support
can be reached through the new self-service center at
https://enphase.com/en-us/support or by calling (877) 797-4743.
About Enphase Energy, Inc.
Enphase Energy, a global energy technology company, delivers
smart, easy-to-use solutions that connect solar generation, storage
and management on one intelligent platform. The Company
revolutionized solar with its microinverter technology and produces
the world’s only truly integrated solar plus storage solution.
Enphase has shipped approximately 17 million microinverters, and
more than 760,000 Enphase systems have been deployed in over 110
countries. For more information, visit www.enphase.com and
follow the company on Facebook, LinkedIn and Twitter.
Enphase Energy®, the Enphase logo and other trademarks or
service names are the trademarks of Enphase Energy, Inc.
Forward-Looking Statements
This press release may contain forward-looking statements,
including statements related to Enphase Energy's financial
performance, market demand and expected availability dates for its
products, expected performance and advantages of its technology,
and market trends. These forward-looking statements are based on
Enphase's current expectations and inherently involve significant
risks and uncertainties. Actual results and the timing of events
could differ materially from those anticipated in such
forward-looking statements as a result of certain risks and
uncertainties including those risks described in more detail in
Enphase’s most recent Annual Report on Form 10-K and other
documents on file with the SEC and available on the SEC's website
at www.sec.gov. Enphase Energy undertakes no duty or obligation to
update any forward-looking statements contained in this release as
a result of new information, future events or changes in its
expectations, except as required by law.
Images Available:
http://go.enphase.com/enphase-media-room
Contact: Christian Zdebel, pr@enphase.com,
484-788-2384
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