Overview
Join Michael McCleary, Global Director of Customer Experience at SolarEdge Technologies, as he shares how consolidating nine disconnected systems into one platform turned a service cost burden into a scalable, customer-first operation.
Learn how a broken RPA process with no clear owner became the wake-up call that pushed SolarEdge to abandon its patchwork of standalone WFM, contact center, and automation tools, and how building toward an all-in-one solution, backed by hands-on implementation support, let the team focus on getting customers answers quickly rather than transferring them between systems and agents.
In this session, you'll hear:
- How a broken, unowned RPA process exposed the risk of running nine disconnected, unintegrated systems
- Why consolidating onto one platform mattered as much for cost control as for customer experience
- How building the business case in both financial and plain-language terms won over internal pushback
- Why hands-on implementation resources made the difference between a stalled project and a completed one
- How embracing change, rather than defending "how it's always been," became a career-defining decision
Whether you're managing a fragmented tech stack or building the case for consolidation, this testimonial makes the argument for stopping the second-guessing and just doing it.