Blog

Solar Innovations, Inc.’s Customer Service

August 23, 2012

The happiness of our customers is top priority at Solar Innovations, Inc. In an effort to streamline the communication process and improve customer service, we have limited the number of Solar team members our customers will be speaking with on each project. Now customers will only communicate with their sales representative, project manager, and project accountant. Each customer’s project manager will handle any service needs or part requests to expedite the process and ensure the service work is completed by someone familiar with the project. This will minimize potential issues.

Should you have an urgent matter and are unable to reach your project manager, customers may choose to call the customer service queue which will ring to all project managers and provides them with assistance immediately. To reach the customer service line, dial 570-915-1500 and select 9 from the main menu. The goal of the customer service team is to provide users with answers the same day their issue is logged. If no answer is available, or more time is needed to assess the situation, we will provide daily updates to ensure that lines of communication remain open. It is important to note that there are key elements that, if provided, can help you to limit the interaction required with your project manager or customer service representative.
• Complete Information – provide complete project information including job site address, color selections, glass selections, and specialty substrates/tie-ins as early in the process – even at the quote phase – as possible to limit rework and any potential issues.
Hardware Questions – discuss your hardware options including any custom selections or customer provided options with your sales representative or project manager early in the process. Solar Innovations, Inc. can accommodate nearly any hardware desired by you or your end user, but we will need to know as early in the process as possible to make sure that we can meet our lead times.
• Color Selection – as soon as you have settled on a color, please let your project manager or sales representative know so that material can be reserved or requisitioned to ensure your job can flow seamlessly through the Solar process.