Unisol - Solar Equipment Manufacturer
Solar Industry Help Desk Platform
Timeline
Diagnosis
Support requests were scattered across WhatsApp.
Structured Intake
Guided request form implemented.
Ticket System
Internal help desk platform launched.
SLA Layer
Tracking and workflow logic added.
Operational Shift
Support became scalable and measurable.
Context
A solar equipment manufacturer handled all support requests via WhatsApp. While convenient for clients, this created operational chaos internally.
Challenge
Support requests arrived incomplete and unstructured, forcing the team to manually extract product details, installation data, and issue descriptions before starting analysis. This resulted in delayed response times, duplicated effort, and no visibility into recurring issues or SLA performance.
Solution
We implemented a structured intake and support management platform. Clients now submit guided support requests through a form that captures all required technical and operational information upfront. Internally, requests are transformed into structured tickets managed through a dedicated help desk web application.
Impact
- ✔Faster ticket triage
- ✔Standardized support intake
- ✔Reduced internal rework
- ✔Visibility into recurring issues
- ✔SLA monitoring capability
Outcome
Support moved from chat-based chaos to a structured and measurable operation. Requests that once lived inside WhatsApp conversations became traceable, enabling faster resolution and operational insight into product performance in the field.