Sunnova Expands Cutting-Edge Global Command Center, Redefining Customer Service in the Solar Industry
16 Noviembre 2023 - 6:30AM
Business Wire
Investing in and bolstering service
capabilities for its network of residential and commercial
customers
Sunnova Energy International Inc. ("Sunnova") (NYSE: NOVA), a
leading energy services company, today announced the expansion of
its Global Command Center (GCC), a significant milestone in its
commitment to delivering an unparalleled customer service
experience. The GCC, which has been operating for over a year, is
now more powerful and efficient thanks to a number of enhancements,
including the addition of new technologies, the expansion of its
team of experts, and improvements in operational efficiency.
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Sunnova's Global Command Center based in
Houston, Texas. (Photo: Business Wire)
"Sunnova's vision as a service-first company underscores our
recognition of the critical importance of building a robust service
infrastructure for the long term,” said William J. (John) Berger,
Chief Executive Officer at Sunnova. "We understand that system
services are paramount to ensuring our customers' systems operate
and the power flows as promised throughout the entirety of our
25-year relationship with them. The significant increase in the
number of customers who have chosen to embrace solar energy in
recent years highlights the paramount importance of not merely
acquiring customers but consistently earning their trust and
satisfaction. It is through our unwavering dedication to
exceptional service that we achieve this goal, and it is through
this commitment that we remain at the forefront of our
industry.”
The advancements in the Global Command Center (GCC) include:
- Enhanced Cost Efficiency: The GCC employs a strategic
approach to optimizing technician routes, placing a priority on
efficiency and task completions while minimizing travel time
between assignments. This approach enables Sunnova to efficiently
fulfill a higher number of work orders each day. As a result, this
not only enhances productivity but also leads to reductions in
associated service costs such as vehicles, fuel, and tools.
- Effective Pod Structure: Each GCC Pod consists of six
dedicated experts, including five specialists and one supervisor,
supporting 27 region-specific technicians in the field. These Pods
are equipped with monitors that provide visibility on technicians'
schedules, work orders completed, local weather conditions, and new
cases being created.
- Expanded Regionalized Focus: Sunnova has introduced
eight new regional GCC Pods this year, totaling 11 Pods now in
operation. This expansion strengthens regionalized support,
providing enhanced coverage in areas such as Puerto Rico, New
Jersey, Pacific Islands, Northeast, South & Southeast, and the
West Region.
- Sunnova Repair Services (SRS) Expansion: For homeowners
lacking a warranty for their solar systems from other providers,
Sunnova has extended services from its dedicated in-house team of
service technicians to provide hassle-free maintenance, monitoring,
repairs, and replacement parts, helping to ensure their systems
perform to maximum potential.
- Critical Command Pod: The newest pod, Critical Command,
was launched in Q3 to ensure specialized support and rapid response
to critical issues such as hurricanes, wildfires, winter storms,
and other weather-related and unforeseen incidents. With an
ever-increasing need for immediate and targeted assistance during
these challenging situations, the Critical Command Pod stands as a
dedicated response team, ready to deploy resources and expertise to
mitigate the impact of these events and other critical incidents
for customers.
- Enhanced Training: New training programs have been
developed for the Global Command Center and rolled out across the
entire team, ensuring specialists are equipped with the latest
knowledge and expertise.
- Increased Work Order Efficiency: Sunnova’s service
response time has been reduced by 50% on average from Q1 through Q3
2023, owing to the state-of-the-art alert and rapid-response
technology innovations that the GCC employs.
- Customer Communication: As part of Sunnova's ongoing
dedication to enhancing customer convenience, the Company will
roll-out text-based communication services. This service will be
introduced in select areas in the fourth quarter of 2023, with a
wider rollout planned for 2024. By enabling customers to confirm
their appointments in advance, this new feature will significantly
elevate the overall service experience.
“Our team’s unwavering goal is to continually elevate the
standard of service in our space, and the GCC represents a pivotal
milestone in this journey," said Paul Mathews, Executive Vice
President, Service and Supply Chain at Sunnova. "It stands as a
physical representation of our dedication to service, offering
real-time insights into the intricate operations of our energy
systems. This commitment to service excellence, combined with the
caliber of individuals within our organization and our ingrained
service culture, has been the driving force behind these remarkable
improvements. The advancements made in our GCC over the past year
have ushered in a new era of service capabilities, leading to a
substantial reduction in service turnaround times, and reinforcing
our unwavering commitment to enhancing the Sunnova customer
experience."
Paul continues to share, "Sunnova remains committed to the
ongoing pursuit of ways to further automate our GCC review process,
with the goal of reducing the necessity for manual intervention and
expediting the assignment of cases to technicians. This will
ultimately enable us to provide more efficient service to our
customers.”
Serving an extensive customer base of over 380,000 solar and
battery storage customers spread across all 55 U.S. states and
territories, the expansion of the GCC is a testament to Sunnova's
unwavering commitment to delivering unmatched service and leading
the way in clean energy solutions.
About Sunnova
Sunnova Energy International Inc. (NYSE: NOVA) is an
industry-leading energy services company focused on making clean
energy more accessible, reliable, and affordable for homeowners and
businesses. Through its adaptive energy platform, Sunnova provides
a better energy service at a better price to deliver its mission of
powering energy independence. For more information, visit
http://www.sunnova.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20231116665883/en/
Sunnova Media Contact: Srishti Ahuja Tandon
Srishti.ahujatandon@sunnova.com
Sunnova Investor Contact: Rodney McMahan 877-770-5211
IR@sunnova.com
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