Business Context
Solar Naturally receives a large number of inbound customer calls every day related to solar system performance, billing questions, installation enquiries, and general support. Many of these calls involve common, repeat issues such as inverter display questions, Wi-Fi disconnections, night-time system shutdowns, or concerns about high electricity bills.
Handling this volume placed constant pressure on reception and service teams, while customers often experienced delays or repeated questions.
The Challenge
- High volume of repetitive inbound support calls
- Reception and service teams overloaded with low-complexity enquiries
- Support agents lacked customer and system context at call start
- Time lost verifying customer details and system information
- Calls frequently transferred even when human help wasn’t required
- Frustration when callers requested a human but faced rigid call flows
The issue wasn’t customer demand — it was handling inbound support efficiently and consistently.
The Solution
Callease AI was implemented as an AI-powered inbound receptionist, designed specifically for Solar Naturally’s support workflows.
Callease AI was integrated directly with Microsoft Dynamics 365, allowing the AI assistant to understand the caller before the conversation even begins.
Inbound call handling with Callease AI:
- Incoming calls are answered instantly by a natural, human-like AI voice
- Caller details and system information are pulled from Dynamics 365
- Common issues are handled safely without human involvement
- Calls are transferred immediately when human support is requested
This ensured customers received fast, informed support without unnecessary delays
How the Workflow Works
Inbound Call → Callease AI → Microsoft Dynamics 365 → Resolution or Human Transfer
Customer context, system details, and call handling remain aligned throughout the interaction.
The Outcome
- Faster handling of common solar and billing enquiries
- Reduced load on reception and service teams
- Fewer unnecessary call transfers
- More consistent and accurate support responses
- Smoother experience when customers requested a human
- Improved confidence and trust from callers
The biggest improvement was clarity and consistency — every caller received the right guidance at the right time.
Conclusion
By introducing Callease AI as an inbound receptionist, Solar Naturally transformed how customer support calls were handled. Common issues were resolved quickly, agents were freed from repetitive tasks, and customers experienced more personal, informed conversations. The result was a scalable and reliable support system that worked seamlessly alongside existing CRM processes.
