Every solar enquiry in one pipeline, answered in 15 minutes
Ital Solar's customers were writing on WhatsApp, Instagram and Messenger, and the team was copying those conversations into spreadsheets by hand. Stamina connected all three channels to one CRM.
From three inboxes to one pipeline
Ital Solar sells and installs solar systems for homes and businesses across Armenia, and almost all of its demand arrives through social media. The company had the demand and the reputation. What sat behind the messages was manual, and that was the part which could not grow at the same rate.
- Every enquiry now lands in the CRM as a lead record, whichever app the customer chose to write in.
- A lead gets an owner the moment it arrives, assigned by rule and not by whoever happened to see the message.
- The full conversation stays attached to the customer record, so anyone can pick up a quote without asking a colleague what was already said.
- Follow-up runs on a schedule, which means a quote no longer goes quiet because the person handling it was on a roof that afternoon.
- Managers can see response times and open quotes without asking the team for an update.
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About Ital Solar
Ital Solar was founded in 2022 to develop green energy in Armenia. Within a few years it became one of the leaders in the sector, with thousands of completed projects and a team of around 100 people.
The company works with manufacturers including Growatt and Sunket, and builds its offer around a 30-year guarantee on panels, inverters and output. Its services run the whole length of a project: consultation, financing, installation, monitoring and maintenance.
That range is what makes the inbox central. A solar system is a considered purchase with a long conversation attached, and a homeowner asks about roof space, panel counts, payback periods and financing terms before anything is signed. Most of that back and forth happens in the messaging app the customer already uses, and the company that answers the first question well usually keeps the conversation.
Three inboxes, no system behind them
Enquiries were arriving faster than the process behind them could handle, and lead management depended on people remembering to act.
Conversations lived in three places
WhatsApp, Instagram and Messenger each held part of a customer's history. Nothing connected them, so a single view of one customer did not exist anywhere.
Every lead was typed in by hand
Someone had to read a message, copy the details across and decide who would handle it. That work happened between other jobs, which is where the delays came from.
Follow-up depended on memory
With no reminders and no owner assigned, quotes went quiet. Opportunities were hard to track and harder to measure, so nobody could say how many were being lost.
One CRM behind every channel the customer already uses
The approach was not to move customers onto a different channel. People write where they are comfortable. The work was to make three channels behave like one pipeline.
Mapped how enquiries actually arrive
We followed real enquiries from first message through to a quote before touching any tooling. That showed which channel carried which kind of buyer, where the handovers broke, and how much of the delay came from data entry rather than from the sales conversation itself.
Pipedrive as the single hub
Pipedrive was implemented as the central system for leads, with pipeline stages built around how a solar sale actually progresses: first question, site assessment, proposal, financing, installation. One record per customer, regardless of how many channels that customer used.
Connected WhatsApp, Instagram and Messenger
Custom integrations were built for all three channels, so an incoming message creates or updates a lead without anyone copying anything. The conversation history stays attached to the record, which means the next person to open it can see what was already promised about price, timing or warranty.
Automated capture, routing and follow-up
Workflows capture every enquiry, assign it to the right sales representative by rule, and trigger follow-up messages on a schedule rather than on memory. Assignment happens at the moment of arrival, and that is the change which moved response time under 15 minutes. Nobody started typing faster.
Onboarding and reporting
The team was trained on the new workflow, and activity tracking was set up so managers can see response times, open quotes and follow-up status without asking for updates. Training concentrated on the few moments where the system still needs a human decision, since those are the points where someone reaches back for the old app.
Losing leads between your inboxes?
If your customers write on WhatsApp, Instagram or Messenger and your team copies those conversations somewhere else, the leak is in the handover. We connect the channels to one system and give every lead an owner from the first message.
