How Sunrise Solar makes every homeowner call count

The challenge: a long project with too many moments to manage

Residential solar projects create a steady stream of important homeowner conversations: site surveys, installs, inspections, permits, utility approvals, scheduling changes, and service questions. Project managers should be moving work forward, not spending their day repeating updates or chasing every callback.

Appointment confirmation and reminder calls

Before a next-day site survey, install, or inspection, the agent calls to confirm the appointment. It can capture a reschedule request and flag practical details such as a gate code, a dog, or a tenant who needs to be present, giving the team the information they need before arriving.

Outbound welcome calls

New customers receive a proactive welcome call that explains the solar project lifecycle and sets expectations for what happens next. Homeowners get a clearer understanding of their system journey, while the project team spends less time answering the same introductory questions.

Milestone status calls

When a permit is submitted to the village, issued, or followed by install scheduling, Sunrise Solar can proactively let the homeowner know. The same applies when the utility approves interconnection. These updates address the biggest source of inbound questions in residential solar — “where is my project?” — before the question becomes another call for a project manager.

Inbound triage and after-hours reception

The agent answers incoming calls, identifies the homeowner against the CRM, classifies the reason for calling, and collects the right details. Billing, service, scheduling, sales, and permit questions are then turned into Zoho Desk tickets routed to the right department. This gives Sunrise Solar voice intake with Desk ownership, even when the office is closed.

Post-install follow-up

After installation, the agent runs a satisfaction check and listens for sentiment. A poor experience automatically escalates to a Zoho Desk ticket for the team to review. A positive experience triggers a review request by SMS, helping Sunrise Solar turn a completed project into a stronger customer relationship and more social proof.