In an age of machine-to-machine (M2M) communication, when smart devices are able to receive instructions remotely and provide regular updates on their status, customer service needs to be proactive, not reactive.
In other words, it’s no longer the job of the customer to tell a manufacturer that a particular product isn’t working as expected. The first they should know about any malfunction is when the manufacturer contacts them to say that they’re sending out a field engineer.
That, at least, is the thinking at Enphase Energy, which designs, develops and sells microinverters that convert the direct current (DC) generated by solar panels into usable alternating current (AC).
Since it was established back in 2006, Enphase has shipped over 8 million microinverters and, today, it knows how every single one currently installed is performing, because of the M2M data the microinverters send back, every five minutes, to the company’s back-end monitoring platform.