Enpal is the market leader in solar energy and heat pumps in Germany. The Berlin-based company is on a mission to make renewable energy accessible and easy to use for everyone. Originally started as a provider of photovoltaic systems, Enpal now also offers products such as heat pumps and energy storage systems with a comprehensive all-in-one service.
With around 5,000 employees, Enpal is growing rapidly and always puts the customer at the center. The goal: not just to sell products, but to turn customers into true fans. To achieve this, Enpal places great emphasis on high-quality, personal communication throughout the entire customer journey. This is exactly where the collaboration with Superchat comes into play.
How Enpal benefits from Superchat
Jan Christopher Sun, Principal at Strategic Projects in the Chief Growth Officer Office, describes the advantages of switching from email to a comprehensive all-in-one messaging software.
The trigger for implementing Superchat was the establishment of a new department with a clear focus on customer satisfaction during the construction process. Construction measures such as installing a solar system on one's own roof are a significant event for many customers. This makes reliable, transparent and personal communication throughout all project phases all the more important. Thanks to Superchat, the team was able to:
- structure internal communication
- process individual customer inquiries more efficiently
- establish transparent performance monitoring
The success can also be measured in numbers: The Net Promoter Score (NPS), a key indicator of customer satisfaction, has been increased by an impressive 55 points since the introduction of the new communication strategy. The WhatsApp integration in particular plays a key role in making communication as pleasant as possible for customers.
The three favorite features of the Enpal team
In the following, we show which three features of Superchat the Enpal team particularly appreciates in daily operations: the structured mapping of the customer journey, the simple scalability, and the close collaboration with the Superchat team.
1. Mapping the entire customer journey
Superchat enables the team to support customers centrally and in compliance with GDPR via WhatsApp. This is achieved without using private devices or confusing email threads.
Particularly helpful: Through automated message flows and flexible conversation flows, the entire customer journey can be systematically mapped and controlled within the team. This ensures consistency and saves valuable time in daily operations.
2. Seamless scalability within the team
A decisive advantage was the simple scalability of the solution: What began as a test run with a few employees developed within a few months into a high-performing department with 65 people who use Superchat without technical complications or organizational friction.
Particularly helpful was the ability to specifically assign or remove conversations from individual employees. This ensures clear responsibilities and efficient processes within the team.
3. Personal support and smooth onboarding
Superchat convinces not only through its features, but also through excellent service. Already during onboarding, the Enpal team was closely accompanied and individually supported. Follow-up questions were answered quickly and competently, optimization ideas were implemented flexibly. This created a smooth introduction to daily use from the very beginning.
The selection and implementation of Superchat
Kick-off, strategy and daily work with Superchat
The decision for Superchat came about through a recommendation from the network. After a brief email introduction, an initial appointment was arranged, and already in this conversation it became clear that Superchat understood the specific challenges at Enpal.WiederholenClaude hat noch nicht die Fähigkeit, den von ihm generierten Code auszuführen.Claude kann Fehler machen. Bitte überprüfen Sie die Antworten.
At the time of implementation, the new department was still being built up. Together with Superchat, a suitable setup was developed – initially on a small scale with about 15 people.
Just a few months later, it was clear that the solution was working. The department was scaled to 65 employees without operational friction losses. Today, Superchat is an integral part of daily work routine.
Future scaling with Superchat
Enpal is currently working on integrating Superchat even deeper into internal processes in the future through automation, cross-system integrations, and process optimizations. The goal is to establish Superchat not just as a communication channel, but as an integral part of operational business.