CRM for energy and telecommunications – an intelligent sales and service system
Manage the entire customer lifecycle – from lead acquisition, through auditing and installation, to post-sales support. Thulium combines a multi-channel Contact Center with CRM tailored for the renewable energy and telecom sectors, ensuring 100% call answer rates and process automation.
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Solar companies and renewable energy
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Energy and gas suppliers
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Telecommunications operators
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Installation and service companies
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Energy brokers
Challenges in the energy and communications sector – time and trust are crucial
Clients in the PV or Telco industry are demanding - they compare multiple offers simultaneously. Dispersed customer data, calls answered on salespeople's personal mobiles, and a lack of record of agreements are a straightforward path to losing contracts. Thulium, as a CRM for photovoltaics and energy, eliminates communication chaos. The system ensures that every lead from the form is handled immediately, and the advisor always knows what stage the connection or installation process is at.
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Full control over communication in energy and telecommunications
Your customers want to connect on their own terms. With Thulium, you can start a chat conversation, confirm an offer via email, schedule an installation by phone, and send an SMS reminder about the team's visit—all from a single panel without switching between tools. Thulium's multichannel approach is the standard that modern prosumers and telecommunications customers expect.
System Call Centre for Photovoltaics - an advantage through availability
In the energy sector, an unanswered phone call is a lead that calls the competition. Thulium, as an advanced contact centre for energy, provides tools that close the sale:
Intelligent IVR and queuing
The client selects a topic (Sales / Service / Billing) and is directed to an expert who knows the history of their installation.
Click2Contact and Widgets
Allow customers to request free quotes directly from the website. Chat and quick callbacks increase conversion from your website.
Automatic Callback
If a salesperson is on an audit, the system will automatically schedule a callback. No potential installation or contract will be lost.
CRM for photovoltaics - full context of the conversation in a fraction of a second
Thulium as a CRM dealer in the energy sector integrates with your ERP and billing systems. The advisor can immediately see the client's installation capacity, the status of the application in the "My Electricity" programme, or the date of the last inspection during the conversation. A complete history of contact – from the first inquiry to invoices – helps build a professional image and reduces service time.
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Service action management and SMS reminders
Managing installation teams and service requires precision. Thulium supports proactive communication – a mass SMS dispatch will inform about planned technical breaks, panel inspection dates, or the approaching end of the telecommunications contract. Thanks to automation, your team does not waste time on manually sending messages, and the client feels cared for.
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AI Voice Analytics - a new quality in energy sales
Utilise artificial intelligence to monitor the quality of your helpline. Thulium AI transcribes conversations and automatically detects:
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Did the advisor offer additional insurance or energy storage?
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What is the customer's sentiment during discussions about complaints?
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Capturing keywords such as "competition", "cancellation", or "discount", enabling managers to respond swiftly and retain customers.
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Phone calls are a very important means of communication. Thanks to Thulium, our client quickly receives answers to their questions, and if necessary, is redirected to the appropriate departments. This positively impacts not only the quality of service but also the efficiency of our Customer Service Office.
Ewa Ćwiklińska, Operational Processes Controller at Energia Polska Ltd.
Why is the energy and telecom industry choosing Thulium?
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Zero missed calls thanks to callback mechanisms and intelligent queues.
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API integrations with billing, ERP, and industry-specific CRM systems.
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Support for sales teams - managing multiple sales branches from a single panel.
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Click2Contact provides higher quality leads sourced from the website.
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Complete technical history of installations/services available to the advisor in seconds.
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SMS notifications automating the logistics of installations and services.
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FAQ - frequently asked questions about CRM for the energy sector
What is a CRM for photovoltaics and how does it help sales?
CRM for photovoltaics is a system (e.g., Thulium) that organizes the RES installation sales process. It combines leads from various sources, stores audit history, and automates communication, allowing salespeople to close more deals faster.
Does a call center system for the energy sector integrate with billing systems?
Yes, modern systems like Thulium have an open API, which allows connection to billing software. Thanks to this, during a call, the consultant sees the customer's current balance or their tariff status.
How does SMS automation support installation companies?
Automation allows sending reminders about installation dates, periodic inspections, or payment confirmations without engaging office workers, which minimizes the risk of errors and wasted trips for crews.
What are the key functions in a contact center for the Telco industry?
The key functions are: IVR (directing to support/sales department), caller identification based on the customer database, call recording (compliance with regulations), and integration with network management systems.
Does Thulium help in recovering lost leads from advertisements?
Yes. The automatic callback function ensures that if a salesperson misses a call from a potential customer, the system reminds them and initiates the connection at the first available moment.
How does the system solve the problem of customer service after office hours?
Thulium allows setting up intelligent messages outside office hours. The customer can leave a voicemail, which will be converted into a ticket, or receive an automatic SMS with information on when a salesperson will contact them.
How does Thulium support the prosumer process (from lead to meter connection)?
The system creates a unique thread (ticket) for each project. Scans of contracts, applications to the DSO (Distribution System Operator), and photos from the roof can be stored there. Every employee – from the dispatcher to the salesperson – sees at what stage of bureaucracy a given installation is.
Can a photovoltaic sales manager monitor the effectiveness of field sales representatives?
Yes. Thanks to real-time dashboards, the manager sees how many calls the sales representatives have made, what the reaction time to internet leads is, and which marketing campaigns generate the most valuable inquiries.
How does the Click2Contact function affect the Customer Acquisition Cost (CAC) in the RES industry?
Shortening the response time to an inquiry (thanks to immediate connection via the widget) drastically increases the chance of scheduling an audit. Faster contact means less risk of the customer escaping to the competition, which lowers the effective cost of acquiring a contract.
How does AI sentiment analysis help in retaining telecommunications customers?
Artificial intelligence catches signs of frustration or the desire to cancel services in conversations. The system can automatically mark such a case as a priority for the Customer Retention Department (Churn Management), before the user actually submits a termination notice.