Case Study: Supporting Growth for a UK Solar Installer
By BCC Telemarketing
In March 2024, a growing UK solar installation company approached BCC Telemarketing after experiencing a surge in enquiries driven by rising energy costs and increased demand for renewable energy solutions. The company specialised in domestic solar panel installations, battery storage systems and EV charger integration, serving homeowners across the South East of England.
Their marketing campaigns were performing well and generating consistent interest through Google search, online advertising and referrals. However, the operational side of the business was beginning to struggle to keep up with the volume of enquiries. With engineers working on rooftops or travelling between installations throughout the day, many calls were missed or returned hours later. Website enquiries were also building up, and potential customers were often contacting multiple installers while waiting for a response.
By early spring the company realised that the issue was not a lack of demand, but the ability to capture and respond to that demand quickly enough.
Implementing a Structured Enquiry Process
BCC began supporting the installer in April 2024, implementing a dedicated inbound enquiry handling and lead response solution designed for high value installation enquiries.
All inbound calls were routed to trained BCC agents who answered on behalf of the installer. During each conversation our team gathered key information such as property type, roof orientation, postcode and whether the homeowner was interested in battery storage or EV charging integration. This allowed the installer to receive properly qualified enquiries rather than basic messages.
Where customers were ready to move forward, BCC agents were able to book home survey consultations directly into the installer’s calendar, ensuring enquiries were quickly converted into scheduled appointments.
In addition to inbound call handling, BCC also managed rapid response to website enquiries, contacting potential customers shortly after they submitted their details online. This dramatically improved response times and reduced the likelihood of homeowners choosing a competing installer.
Early Performance Results
Between May and July 2024, BCC handled over 1,400 enquiries on behalf of the installer. From these interactions, our team qualified more than 1,000 genuine solar enquiries and successfully booked over 400 home survey appointments.
The installer immediately noticed the operational difference. Engineers were no longer being interrupted during installations to answer sales calls, and the office team no longer needed to spend evenings returning missed enquiries. Instead, they began each day with a clear schedule of confirmed consultations and a structured pipeline of potential installations.
A Stronger Customer Experience
By September 2024, the company had a far more organised enquiry process in place. Homeowners contacting the business were able to speak with someone immediately, receive clear information about the installation process and secure a consultation without delays.
The improvement in response time and customer experience helped the installer maintain momentum during one of the busiest periods the solar market had seen. With BCC managing the first stage of customer engagement, the company could focus its resources on delivering installations while ensuring every enquiry was captured, qualified and progressed professionally.
For solar installers operating in a fast growing market, the difference between winning and losing a customer often comes down to response time. By partnering with BCC, this installer transformed a growing operational challenge into a scalable system capable of supporting continued expansion.
