thermondo

How thermondo reduced uncategorized service cases from 30-40% to 3.5% with Salesforce

thermondo needed to manage growing customer service demand without adding first-level headcount at the same pace. With Salesforce Service Cloud, Field Service, Sales Cloud, and connected service processes, the company built a clearer way to manage cases, field work, and customer communication.

30–40% to 3.5%

reduction in unknown service cases

1.5 FTE

freed through AI categorization

67%

effective resolution rate for Theo at launch

Services:

Implementation

Managed services

ETL & Data integrations

Products:

Sales Cloud

Industry:

Energy & utilities

Region:

Germany

Company size

1200

Client & product

thermondo is the key enabler of the energy transition for Germany’s existing single-family and two-family homes. The company has installed 60,000+ energy systems and 15,000+ heat pumps, with a team of 1,200+ employees, 600+ of whom are employed tradespeople. thermondo is not only considered the quality leader in heat pump & PV installation but also the installer company with the largest customer base in Germany.

Growth created a clear service challenge. Each new heat pump installation generated around nine customer contacts on average. On top of regular service demand, thermondo handled web forms, phone hotline requests, and a 24/7 emergency line.

Customer expectations were also changing. Many homeowners still preferred phone support, while more customers started to expect digital self-service. thermondo needed a service setup that could protect quality as the installed base grew.

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Business challenge

thermondo’s service operation had to support a growing number of customers, cases, and field visits.

Each heat pump installation generated about nine customer contacts on average.
Installation-related cases reached around 3,500 per month, in addition to regular service traffic.
Web forms brought in around 9,000 requests per month, while the phone hotline added around 3,000 requests per month.
Backlogs peaked above 9,000 cases during the heating season.
Around 20% of cases were duplicates.
Unknown case categories made ownership, priority, and SLA control harder.
The company needed to support customers across phone, web forms, and emergency service without losing service quality.

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Results achieved

Unknown cases dropped from 30–40% to around 3.5% after AI case categorization was applied to the case taxonomy.
Around 1.5 FTE were freed through AI categorization and predefined owner, priority, and SLA logic.
Theo, the customer-facing assistant launched on March 25, 2026, reached a 67% effective resolution rate at launch.
The legacy contact form had a 63% no-case baseline.
Field Service went live for service disposition as part of 2026 service-domain replatforming.
thermondo has a 4.4/5 Trustpilot rating based on around 19,000 reviews.
99% of negative reviews were answered within 48 hours.

30–40% to 3.5%

reduction in unknown service cases

1.5 FTE

freed through AI categorization

67%

effective resolution rate for Theo at launch

Business impact

thermondo gained a Salesforce setup that helps the service team manage growth with better routing, clearer ownership, and more useful customer data.

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Service quality at higher scale

Salesforce helped thermondo keep service work organized across a large installed base. Case categories, routing, and SLA logic gave teams a clearer way to decide who should act next and how fast.

Less manual work for agents

AI categorization reduced unknown cases from 30–40% to around 3.5%. Agents received cases with owner, priority, and SLA data already prepared, which reduced manual sorting and saved around 1.5 FTE.

Better support for future growth

Salesforce gave thermondo a flexible base for service, field operations, and sales processes. The setup can grow when architecture decisions, planning, and long-term support are handled correctly.

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Testimonial

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Our solutions

We’ve supported thermondo’s Salesforce work across Sales Cloud, service processes, customer communication, automation, and replatforming tasks. Noltic became an extension of thermondo's Salesforce team, helping improve daily operations while supporting the long-term transition to Salesforce.

Modernized lead management

Redesigned lead handling processes.
Moved business logic from legacy opportunity creation toward a Salesforce-first approach.
Improved automation around lead qualification.

Improved customer communication

Developed and updated automated email templates.
Supported customer communication throughout the sales and installation journey.
Improved communication consistency across multiple customer touchpoints.

Automated business processes

Built and maintained Salesforce Flows.
Implemented business process improvements.
Delivered bug fixes and enhancements across multiple Salesforce workstreams.

Supported legacy system replacement

Helped move business logic from the existing backend into Salesforce.
Updated Salesforce processes to reduce dependency on external systems.
Supported the client's long-term Salesforce transformation roadmap.

Extended the internal Salesforce team

Worked as part of multiple product teams.
Delivered ongoing Salesforce development and platform support.
Assisted internal administrators and product owners with new functionality and maintenance tasks.

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Technologies

Einstein Activity Capture

/ More of our work

Migration to Salesforce

Implementation

ETL & Data integrations

Optimized forecasting and recurring revenue visibility with Salesforce

Netherlands

Technology

The client replaced Excel-based sales tracking with Salesforce to manage long public sector tenders and improve revenue planning.

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/ Start an FSC project

Lets work together

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What are the benefits of cooperating with a Salesforce implementation and development partner?

When you hire Salesforce implementation services consultant, you access specialized expertise and relevant background. As a result, you get solutions customized to your requirements and hassle-free implementation with minimum to no risk.

How long does a typical Salesforce implementation take?

The time required for Salesforce tech implementation services depends on various factors, with data volume, Salesforce products implemented, and customization level being just a few of them. Simple projects typically take several weeks, while complex Salesforce mobile app development consulting services may need several months for implementation.

How much do Salesforce app development services cost?

There’s no set answer to this question, as the price depends on the project’s complexity and unique goals. Basic setups may cost around $10K, while solutions with complex integrations and customization may start at $200K. To get a precise estimate of Salesforce product development services, reach out to our experts at Noltic.

What factors influence the cost of Salesforce development?

The cost of Salesforce application development services depends on several factors: the number of users, the specific Salesforce Clouds used, the level of customization, data migration complexity, and the need for third-party integrations. Dev company’s location and team size influence the final price as well.

What happens after the Salesforce implementation is complete?

After successful deployment, Noltic, as your Salesforce implementation services remote provider, assists you with user training and system optimization. We keep improving your CRM for as long as you need it.

Noltic’s team is always open to suggestions and requests

How thermondo reduced uncategorized service cases from 30-40% to 3.5% with Salesforce

Client & product

Business challenge

Results achieved

Business impact

Our solutions

Lets work together

FAQ

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