How Enpal boosts weekly service appointments by 30% with telli

About

Enpal, founded in Berlin in 2017, is Europe’s leading provider of residential solar and decarbonization solutions, offering solar panels, batteries, EV chargers, smart meters, and heat pumps. Its AI-based Enpal One+ platform connects home batteries into a virtual power plant that trades energy on the market. With over 90,000 customers and rapid growth across Germany, Enpal has become a market leader and is backed by global impact-focused investors like TPG Rise Climate and SoftBank.

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Challenge

Expanding high-touch service to support rapid growth

Enpal’s mission is to make modern energy solutions accessible for all. To make this a reality, Enpal offers innovative financing solutions for its solar and heating offerings to eliminate the common barrier of large upfront costs. This approach has already helped over 100,000 German households transition to modern and efficient energy supply.

The financing solutions often mark the beginning of a decades-long partnership. Ongoing support is bundled into the contracts, making reliable, high-quality service and customer trust core to Enpal’s success.

To meet these expectations, Enpal’s service account management team oversaw every step of the customer experience, guided by Business Development Manager Lukas McKenzie.

When a customer submitted a service request, Enpal’s smart routing algorithm generated the ideal appointment slots, and the team handled it from there. They were responsible for calling to confirm appointments, fielding return calls, and rescheduling when calls were missed.

The team’s bandwidth meant they were limited to two call-back attempts during business hours, resulting in a 75% connection rate. Plus, with so much time spent on routine scheduling, the team had less capacity for the complex cases. Lukas knew automating these repetitive tasks was the key to freeing up his experts to tackle more challenging, higher-value work.

But the solution had to do more than just handle volume. Lukas needed something that would work with Enpal’s routing system, grow with the business, and strengthen the trust at the heart of every customer relationship. And, with pressure rising, speed was a must.

When he learned that Finn zur Mühlen and Philipp Baumanns had co-founded telli, he jumped at the chance to see how their AI agents could help Enpal tackle scheduling.

“Managing service for over 100,000 customers over a 20-year contract comes with a lot of responsibility and requires well-organized and structured processes. Often the team needs to address urgent and very specific cases, so that every customer receives our full and speedy support.”

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Solution

AI voice agents power seamless scheduling and high-touch service

telli’s team dove right in, mapping Enpal’s service workflows to deploy a comprehensive appointment management system. The AI agents handle the full appointment lifecycle, including:

• Outbound appointment confirmation: The AI agent calls customers with pre-optimized time slots generated by Enpal’s routing algorithm.
• Inbound call management: When customers call back or need to reschedule, the same AI agent answers the return calls.
• Automated follow-ups: AI agents make 4-5 additional contact attempts to reach the customer after the initial call.

telli’s AI agents operate around the clock, including weekends and evenings when customer availability peaks.

This enhanced availability has boosted Enpal’s connection rate from 75% to 90%, almost immediately increasing the volume of scheduled service appointments.

By ensuring customers always get timely, personalized responses, telli has freed the capacity of Enpal’s experts to get back to what matters most: nurturing the long-term customer relationships that set Enpal apart and power its market-leading reputation.

And Lukas himself has always felt that level of support from the telli team. His direct access to a dedicated member means “issues get resolved the same day.” And because “telli’s customer service is extremely responsive,” ongoing agent optimization is effortless.

“telli’s flexibility and easy integration exceeded our expectations. We could quickly roll-out their solution throughout our entire service team, so our account managers could focus more on building deeper client relationships and driving strategic initiatives instead of managing call volume.”

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Results

Enpal saves 40% of team time while reaching 20% more customers

By bringing telli’s AI-powered agents on board, Enpal has boosted its reach and kept service personal without expanding its headcount.

The results:

• 30% increase in weekly appointments scheduled
• 40% time saved across the entire service dispatch organization
• 20% increase in customers reached

Looking ahead, Enpal isn’t stopping with service scheduling and is integrating telli across the entire organization in pre-sales, sales, and customer service. As adoption grows, Enpal will bring even more efficiency and responsiveness to every part of their customer experience.

“After seeing how telli improved our operations, I can’t recommend it enough. We’re still in the early days, but the results prove that companies willing to take that first step gain a real competitive edge.”