CASE STUDY

Personalized Communication Along the Customer Journey

For Qcells, we implemented email and SMS communication for customers – from the project inquiry to the solar system on the roof.

Starting point

Hanwha Qcells GmbH is a leading company in renewable energy. In particular, it offers complete solutions for solar systems, manufacturing and installing solar panels and other components itself.

Challenge

Along the customer journey after project planning, customers are to be kept informed about the current status. Because the company covers a broad part of the value chain, many internal departments and teams are involved.

“Saphiron has been supporting us for several years in implementing new campaigns and connecting new tools. Thanks to their in-depth technical knowledge of platforms such as Microsoft Dynamics 365 and Twilio, we were able to set up CRM campaigns quickly and efficiently that offer us real added value.”

Oliver Voß Deputy Manager Head of Marketing at Hanwha Qcells GmbH

Our solution

After a detailed analysis of the customer journey and workshops with the Qcells CRM team, we gradually launched and optimized the communication tools.

Implementation

Using the CRM tool Microsoft Dynamics 365 Customer Insights, campaigns were created on the email and SMS channels that are triggered based on the various project statuses.

Communication is personalized with information from various entities, which in turn are provided by the individual departments.

At the same time, several feedback options were implemented in the campaigns: on the one hand via a connection to the review portal Trustpilot, on the other via surveys using Microsoft Dynamics 365 Customer Voice.

Results

Thanks to the high degree of personalization and the fast delivery of project updates, customer satisfaction increased significantly.

In addition, the survey analysis made it possible to better align processes with customer needs.

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