We’ve all been there—you send a technician out to a customer’s home, only to discover the issue was something simple like updating a Wi-Fi password, replacing a fuse, or flipping a breaker. While these issues are easy to fix, the truck roll itself wastes time, fuel, and money.
At Sungrid BPO, we believe many of these challenges can be resolved over the phone. With the right process and customer guidance, you can avoid unnecessary truck rolls while still keeping your clients happy.
âś… Tips for Efficient Remote Troubleshooting
1. Build a Simple Reference Guide
Depending on your preferred inverter system, create a short “Quick Fix” guide on your website. Keep it simple—include steps on how to:
- Restart the inverter
- Check communication status
- Identify basic production indicators
2. Show Customers How to Check System Status
A few examples customers can quickly understand:
- Blue and green light solid → System is producing energy
- Green light blinking → Communication issue
This empowers customers to give you accurate information before you escalate.
3. Network Troubleshooting Basics
Walk customers through these quick checks:
- Have you changed internet providers?
- Did you update your Wi-Fi password recently?
- Do you use a firewall that might block inverter communication?
- Have you moved your Wi-Fi extenders or router recently?
4. Process RMAs Remotely
Most manufacturers will approve an RMA (Return Merchandise Authorization) for certain error codes without needing a site visit. Processing this over the phone reduces downtime and keeps your technicians focused on bigger jobs.
🔧 How Sungrid BPO Minimizes Truck Rolls
At Sungrid BPO, our technical support team uses a layered approach to make sure every call is handled efficiently:
- Active fleet monitoring – We often spot issues before the customer even calls.
- Immediate troubleshooting with the manufacturer – No time wasted guessing.
- Proactive customer communication – We call the customer, explain the issue, and collect the right information upfront.
- Back-office RMA handling – Whether it’s inverters, microinverters, optimizers, or communication devices, we manage the paperwork and processes directly.
📞 We’re Here to Help
By resolving as much as possible remotely, you save your business unnecessary costs and keep your customers satisfied. At Sungrid BPO, we are your service team— all you have to do is give us a call at 757-980-1500.
