The business was under pressure to stay ahead of demand, meet the competition and scale rapidly, all without sacrificing the premium, personalised service it had come to be known for. At the same time, it had hit a digital ceiling, managing a tech stack that was no longer fit-for-purpose.
Moving away from manual processes, RenewCo sought to adopt a unified platform that could maximise its competitive advantage, transform operations and ensure it could continue to provide a premium high-touch support experience, even at scale.
“We were of the firm belief that by putting technology – and AI in particular – at the centre of the business, we would have the ability to further develop our marketing and service capabilities with our customer base,” says CEO and co-founder Mark Summerville. “If this helps us create a super-efficient organisation, we should be delivering for our customers in a way where it feels like it’s a better experience.”
The bottleneck: From WhatsApp to a “shock absorber”
Before its digital transformation, RenewCo Solar’s support model relied on dedicated WhatsApp groups for every customer. While this provided an intimate connection, it became unmanageable as the customer base grew into the thousands. Managing the business through spreadsheets, documents and manual notes created isolated data pockets, leading to slow handoffs between sales, implementation, and after-sales teams.
The lack of a unified, 360-degree view of the customer meant that employees often lacked context, threatening the company’s ability to sustain its rapid expansion. RenewCo recognised that to achieve national growth, it needed a platform that could act as a ‘shock absorber’ for the business.
“We saw the implementation of Salesforce as a chance to put AI technology at the centre of the business”, says Mark. “This will help support our scale and ambition, while also providing a way to close gaps around the business and driving efficiency.”
Partnering with Arcturious, RenewCo Solar moved to unify its workflow and data onto a single, unified Agentforce 360 platform with Salesforce. By centralising customer data and knowledge articles, RenewCo created a single source of truth for its business and the customers it supports, which has provided the foundation for the launch of a custom-branded mobile app. Customers can now use the app to track their installation progress, view assets, and access support in a modern, streamlined environment.
The agentic advantage
The centrepiece of this transformation is Agentforce, Salesforce’s agentic platform for building, deploying, and governing AI agents at scale. With Agentforce, RenewCo can use agents to provide a first layer of 24/7 support, autonomously triaging inquiries and answering common questions by drawing on unified data.
“When we conceptualised the impact of having an AI agent on top of a really great CRM, the value proposition was immense, allowing us to continue to support our scale without needing to rapidly hire to keep up with this growth,” says Summerville. “The agent has already made the service and tech support more manageable from an inquiry level, while resolving easy queries before they get to a person.”
The results have been immediate. As the business navigated a 400% surge in leads driven by federal rebates, its AI-powered self-service and triage have significantly lowered the volume of manual queries reaching human staff, reducing basic inquiries by 40%. In turn, by implementing the structured processes within Agentforce Sales, the business has improved the conversion rate from site inspections to opportunities by 10%.
Along the way, Summerville notes the platform has dramatically improved data capture, allowing the company to identify exactly where more resources or training are needed, while the team now has access to richer, more complete data.
“The power we now have is immense compared to what we had before.”
Elevating the human element
Beyond customer-facing support, RenewCo is testing internal agents to help employees troubleshoot complex engineering challenges. By handling routine tasks like data entry and basic inquiries, Agentforce frees the team to focus on high-value work.
“By not having our customer-facing teams bogged down with handling simple problems, we can provide our customers with a superior service experience,” says Summerville, when asked about the effect of AI in the daily workflow of the business.
“As business owners, we share the broader vision that you can use AI to build a differentiated customer experience in an industry that’s huge and growing. As we’re integrating it across the business, we’re learning the nuances and want to make sure we can capitalise on our experience as AI platforms get better.”
“By adopting Agentforce now, we are building a long-term competitive advantage and setting a standard for service in the solar energy industry.”
You can hear more about RenewCo Solar’s story when they appear at Agentforce World Tour Sydney next month.
