The success of RDS's residential solar business starts with a sophisticated lead generation program that drives a huge volume of leads while maintaining a high-quality customer experience. The program starts in more than 250 Home Depot stores, where RDS representatives educate potential customers on solar energy systems, qualify customers for free solar installations, and schedule follow-up appointments. The program currently generates between 50 and 75 appointments per day, meaning RDS tracks over 18,000 highly qualified customer leads per year.
Keeping pace with the volume of leads required a software solution that could track customers from the moment they engaged with a representative at a kiosk to when the installation project began. Off-the-shelf customer relationship management (CRM) systems like SalesForce.com offered too much pre-built functionality, according to RDS co-founder and CEO Kelcy Pegler, Jr.