First-line support automated
Median first response time
lower cost per booked site survey
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The problem
Manual queues slowed growth, amplified churn risk, and constrained expansion
Indaspec sells and services residential solar across California—a category where customer confidence is won or lost on fast answers about financing, permitting, interconnection, and post-install monitoring. Yet inbound support lived in shared inboxes and a small call team, while prospecting depended on rotating SDRs and episodic dialer campaigns.
The first-order consequence was lag: customers often waited hours for a status update or a scheduling change, and new leads aged out before the first touch.
The second-order effect was economic: slow responses drove cancellations before site surveys, raised refund risk on financed deals, and depressed marketing ROI as aged leads required more spend to re-engage.
The tertiary effect was strategic and cultural: leadership hesitated to launch battery-upsell programs and new territories because every incremental campaign threatened to swamp a team already fighting queues—an operating model that made growth feel riskier than it should.
The solution
A unified AI contact center that handles every support interaction and runs outbound at scale
Indaspec implemented Synthesys as a single, surge-ready voice layer across support and sales. On the support side, every phone call and SMS now lands with an AI agent in under two rings, capable of authenticating the customer, answering project-status questions, rescheduling site surveys, pushing permit and PTO updates, processing referral payouts, and walking homeowners through inverter app setup and basic troubleshooting. Escalations are still seamless—Synthesys warm-transfers edge cases to specialists with full context—but first response and routine resolution are fully automated 24/7.
On the sales side, Synthesys runs a capacity-aware outbound engine that continuously works Indaspec’s owned lists—web pre-quals, NEM 3.0 homeowners, battery-ready customers, and aged inquiries—holding natural conversations to qualify roof/usage fit, verify utility rate plans, collect bill images, and book site surveys straight onto the right calendar.
The platform writes every interaction to the CRM and field-ops tools, respects DNC/TCPA constraints by design, and scales to thousands of concurrent conversations during campaign peaks without adding headcount.
The results
Faster resolutions, fuller calendars, and a lower cost to serve—while the team focuses on higher-value work
Within 90 days, Synthesys was handling 100% of first-line support interactions and all outbound prospecting, end-to-end. The first-order impact was visible immediately: median first response dropped from 11 hours to 9 seconds, and 87% of support contacts were fully resolved without human intervention. Average resolution time fell from 2.6 days to 2.1 hours as reschedules, permit status checks, and inverter walk-throughs moved from email back-and-forth to instant voice/SMS flows. CSAT rose from 4.1 to 4.8/5, reopen rates declined by 46%, and negative review volume fell materially as customers received same-moment answers instead of next-day callbacks.
On the growth side, the outbound engine consistently executed ~35,000 conversations per month across owned lists. Contact rate increased from 10% to 24%, lead-to-survey conversion improved from 12% to 20%, and automated confirmations lifted show rates from 74% to 86%. Net effect: Indaspec added roughly 1,700 incremental site surveys per month on essentially the same media spend, while cost per booked survey declined by 38% because prospecting scale no longer required SDR hiring, overtime, or third-party call centers.
Second-order effects strengthened the operation. Capacity-aware scheduling kept surveyor utilization in the 85–92% range even during campaign peaks, and better clustering cut dispatch miles per job by 15%. Faster answers reduced pre-install cancellations by 29% and shortened the lead-to-install cycle from 41 days to 27 days, accelerating cash conversion and permitting throughput. With Synthesys triaging every support contact, the service team avoided seven additional FTEs otherwise budgeted for peak season and redeployed existing staff to complex interconnection issues and QA.
The tertiary effects enabled a different growth posture. Leadership launched a statewide battery-upsell program with confidence that incremental inquiries would be answered instantly and booked into capacity-aware calendars. Real-time reporting on which utilities, geographies, and messages converted best allowed same-week budget shifts toward higher-yield segments. Most importantly, Indaspec converted support from a cost center into a retention and referral engine: customers who got immediate, accurate answers were more likely to complete installs, leave positive reviews, and refer neighbors—creating a compounding loop of lower cost to serve, fuller calendars, and steadier growth, all powered by Synthesys.
Company name
Indaspec
Industry
Solar
Company size
Mid-Market
Pain point
Indaspec’s small call team and shared inboxes struggled to handle both customer support and outbound prospecting. Slow responses elevated cancellation rates, eroded customer trust, and made marketing spend inefficient. Growth initiatives like battery upsells or new markets were constrained because every new campaign risked overwhelming already thin support resources.
Synthesys product used
AI Telecommunications Platform
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