How Omnidian Brought Their Processes to Life Using BrightReps


Company: Omnidian

Team Size: 30 Employees

Why I Love BrightReps: “The ability to complete communications faster, consistently, and with more detail.”


Buying a solar system is a significant investment

While the upside of clean energy with a short payback period makes solar increasingly attractive, it’s important for customers to be proactive to ensure their investment continues producing.  Warranties and service contracts offer basic ad hoc maintenance, but can be a significant burden to manage and provide no assurance that you’re getting a return on your investment.

That’s where Omnidian shines – offering full stop comprehensive asset management for solar systems that includes 24/7 monitoring, service alerts, and covering maintenance and repairs.  Better yet, Omnidian offers a 95% performance guarantee – providing peace of mind that your investment is performing.

Process Challenges on A Fast-Growing Team

Delivering exceptional, best-in class, service requires robust tools and processes.  As the number of tools and processes at Omnidian expanded, so too did the burden to maintain, train, and communicate processes across the team.

As Natalie Gray, Operations Manager at Omnidian describes “Before BrightReps, we used standard operating procedure documents on Google Drive every time we were prompted with a service request.”

Hosting static process documents and templates on a shared drive provided an easy initial solution, but the disconnect between static process documentation and the team’s day to day workspace became increasingly challenging as Omnidian grew.


“We used to have to memorize all the ways to complete different requests and provide one off responses one by one.”

Natalie Gray, Operations Manager at Omnidian


Between in-depth technical troubleshooting, standard operating procedures, and detailed communications – the amount of training required was significant.  As a result, the onboarding time for new employees grew to up to 3 weeks– a significant overhead for a fastgrowing company.  In addition to a growing cost of onboarding and training, the team experienced day to day operational inefficiencies having to manually look up details at each touch point in the process.

The Solution

In search of a solution to empower her team working on Zendesk with process knowledge sharing and automations, Gray discovered BrightReps. Not only did BrightReps provide a faster standardized framework for documenting, sharing, and following processes – it worked from any workspace as an app with no code or upfront cost required.  This extensibility made it a snap to implement and all the more effective as a process knowledge base.

As Natalie elaborates, “Designing the software tool within the operations team is revolutionary, for it has historically been done across multiple departments and systems. BrightReps is able to house all our process knowledge where the action is, which is huge.”


“Designing the software tool within the operations team is revolutionary, for it has historically been done across multiple departments and systems.  BrightReps is able to house all our process knowledge where the action is which is huge.”

Natalie Gray, Operations Manager at Omnidian


Upon downloading BrightReps Sidekick from the Zendesk marketplace, Gray was immediately drawn to the ability to provide seamless troubleshooting right from the support ticket.

Using the BrightReps Flow Builder, Gray built processes and published them to her team real-time – right to the Zendesk ticket.  This enabled the operations team to access and walkthrough their processes, step by step, without needing to memorize or search a cumbersome shared drive for the right process to follow.   In addition to the time saved on onboarding and training, the BrightReps platform provided an ideal solution for standardizing and streamlining customer communications.

As Gray explains, “We initially viewed BrightReps as a great troubleshooting tool, but it was so much more: streamlining our communications, allowing us to get to all the right details in a few seconds instead of a few minutes. The ability to complete communications faster, consistently, and with more detail is a total game-changer.”

Results

Using the power of the decision trees and dynamic response templates on BrightReps, Omnidian built context specific templates to ensure efficient, accurate, and consistent responses to requests. This provided peace of mind that everyone was on the same page, while also saving significant time.

Over time, these savings really added up.  As Gray describes, “We saved about $19,000 in the past 6 months in operations time thanks to BrightReps.”

It’s this commitment to best in class people, tools and process excellence that works in unison to providing an excellent experience for Omnidian customers and their solar investments.


“We saved over $19,000 in operations cost over the past 6 months thanks to BrightReps.”

-Natalie Gray, Operations Manager at Omnidian


 

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