Introducing the Bodhi Service & Repair Journey

A friend called me recently to gripe: his six-year-old SolarEdge inverter had thrown an error, and the manufacturer approved an RMA. A month later, the replacement still hadn’t shipped. Meanwhile, my friend’s installer’s service line rang off the hook. Every few days he called for an update, only to hear, “Let me check with the vendor and call you back.”

With more than 5 million residential solar systems now online in the U.S.—and tens of thousands of systems aging into their maintenance years every month—stories like his are multiplying. Each broken inverter, cracked module, or squirrel-chewed conductor triggers an anxious homeowner and a service team already stretched thin.

That’s exactly why we built Bodhi’s new Service & Repair Journey: a fully automated communication flow that keeps customers informed from the first “my system isn’t working” inquiry to the one-year follow-up—taking a major burden off your service team.

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The service squeeze is real

If you run a service department, you know the math. A typical team looks like this:

• 1 Service Manager to triage issues and wrangle vendors
• 2–3 Field Technicians covering an ever-widening service radius
• 1 Coordinator juggling intake forms, schedules, and status calls

What rarely grows is headcount, even though the number of installed systems you’re responsible for increases every single year. Add supply-chain delays, warranty bureaucracy, and customers who expect Amazon-level transparency, and it’s no surprise service backlogs balloon. We unpack these pain points in depth in our article on the hidden challenges of solar customer service, but the takeaway is clear: solar service is only getting harder.

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What is the Bodhi Service & Repair Journey?

Think of it as a pre-built, best-practice playbook—designed by Bodhi’s solar experts and refined with dozens of installer partners

The Service & Repair Journey automatically guides homeowners through four phases: Intake, Assessment, Repair, and Ongoing care.  Through each phase, the automated touchpoints work to proactively request more information and answer customer questions about their job before they even think to ask. 

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The automated touch-points are combined with the Bodhi AI customer support assistant - giving service departments the essential tools they need to double the number of service jobs the staff can handle without any loss in customer satisfaction.

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What makes this journey special?

Hyper-personalized, real-time updates
Because Bodhi syncs with your CRM or project management system, job-status changes automatically trigger to inform the customer of the latest status and what happens next. For example, if the RMA status flips from requested to shipped, the customer hears from Bodhi, saving you from that 7 PM voicemail that you have to leave.

Diagnose remotely with customer photos and videos
Customers can reply to the intake message with photos and video of error codes or the damage to the panels or wiring. Those assets land directly in the case file, arming your techs to make a remote diagnosis — eliminating costly extra truck rolls.

"Hey, we haven't forgotten about you." updates
For moments when the job is out of your hands like waiting on an RMA shipment, Bodhi will automatically send your customers updates letting them know you haven't forgotten about them and are still working on their behalf.

Marketing upside baked in
Once service is complete, the Journey pivots to growth: encouraging reviews and referrals and promoting value-added services like panel cleaning. Service stops being a cost center and starts driving revenue.

Configurable out of the box
We’ve written default messaging that sounds friendly and on-brand, but every line is editable. Tweak tone, insert your educational material, or drop in additional steps—no code required.

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Ready to future-proof your service team?

Solar customers will keep calling. RMAs will keep shipping on manufacturer time. What can change—starting today—is how prepared your team feels when that service call comes in.

The Bodhi Service & Repair Journey lets you:

• Handle more cases with the same staff
• Reduce inbound “status” calls by up to 60 % (based on early adopter data)
• Boost customer satisfaction and review rates—without late-night callbacks

Want to see it in action? Book a live demo and we’ll walk you through the full flow and map the Journey to your existing processes in under 45 minutes.