If we use Canadian Solar as our supplier, the product range will include: standard modules, BIPV modules, e-modules, inverters and the basic wires and metal framing that are required in order to house the solar panels. Within each type of module, there are different sizes and strengths available. All of these will be offered to consumers. We will also offer Canadian Solar's range of car battery charger, GPS, lights and other small solar systems for consumers.
The company is not expected to house significant inventory in-house. There will be some materials for framing and wiring in inventory, but the solar panels themselves will be ordered using a just-in-time ordering system. The reason for this is because the clients are going have custom-designed systems. The process of meeting with the client, doing a home visit and designing the systems takes days at best and usually weeks, providing ample time from purchase to installation to have the products delivered. We expect to use Canadian Solar, one of the world's largest solar panel makers and based in Kitchener, as our supplier. Thus, there is no need to keep solar panels in inventory.
One potential supplier, being the only major solar panel supplier from Canada, is Canadian solar. The company operates in seven countries and had worldwide revenue of $705 million in 2008. The company is listed on the Nasdaq exchange. Canadian Solar is based in Kitchener, which allows us to have a close relationship with our main supplier, being only an hour away.
CRM Policies
The company should have key performance indicators for customer service. These include customer satisfaction, customer intent to recommend, return customers, new customers, median revenue...
The customer feedback process will have two main parts. The first will be a phone call shortly after installation. A follow-up phone call and possible email survey will be conducted six months after installation, to gauge the degree of long-run satisfaction.
The products sold will come under warranty. Because solar panels are an expensive investment and have a long life (up to 20 years), they must be backed by a warranty. The product warranty will come from the manufacturer, but the service warranty will come from the company, if there are any errors in the installation. The work will be guaranteed 100%. This should help customers to feel at ease with their purchase, and will motivate the installers to be perfect.
Future Enhancements
While our company is starting life in the solar panel business, we believe that we are an energy company. Therefore, we wish to be in any profitable energy business, from biofuels to wind farms. Thus, there may be room for expansion into other forms of alternative energy down the road. Geographic expansion is also a possibility, as the Golden Horseshoe market offers tremendous potential. If the farming business is profitable, western Ontario will also receive greater consideration for expansion.
Appendix a:
source: Ecofuture.net
Sources:
OPA. (2011). MicroFit program. Ontario Power Authority. Retrieved April 7, 2011 from http://microfit.powerauthority.on.ca/Renewable-Energy-Projects/Solar-photovoltaic/index.php
Sweet, C. (2009). Let the sun shine. Wall Street Journal. Retrieved April 7, 2011 from http://online.wsj.com/article/SB10001424052970204313604574330572870415610.html
