Running a PAYGO Solar Home System (SHS) business is about more than selling products, it’s about keeping teams connected, resolving issues quickly, and ensuring customers stay engaged throughout their repayment journey.
For many distributors, coordinating field activities, troubleshooting, and stock management becomes increasingly complex without the right digital tools that offer real-time structure.
That’s why Upya´s Tasks & Tickets modules were designed to help distributors create structure, strengthen accountability, and accelerate operations at every level.
The Challenge: Field Operations Without Structure
In PAYGO SHS businesses, field agents, stock managers, and supervisors face a constant flow of requests and follow-ups:
- Reporting faulty units
- Confirming stock deliveries to and from HQ
- Escalating repossession needs
- Requesting customer support actions
Without a clear process, these daily requests can easily slip through the cracks. As a result, teams and customers alike become frustrated, and issues take longer to resolve.
Moreover, as the PAYGo PERFORM Framework (CGAP, GOGLA, and IFC Lighting Global) highlights, operational visibility and performance tracking remain essential for the sustainability of PAYGO solar businesses.
How Tickets and Tasks Work Together
1. Tickets — For Office-Based Teams
To begin with, office teams use tickets to manage and document every customer interaction efficiently. When a customer calls to report a faulty unit, the after-sales team can open a Client Call ticket to:
- Record the customer’s experience
- Document troubleshooting steps taken during the call
- Indicate whether the issue was resolved or requires follow-up
If more action is needed, the office team then assigns the ticket to another department or field agent, keeping the workflow active and traceable until resolution.
2. Tasks — For Field Teams on the Ground
Field teams receive tasks that outline specific, actionable steps to perform
After troubleshooting, if the after-sales team determines that a product needs retrieval, they create a Product Pick-Up task and assign it to a local agent. Next, the agent contacts the customer, schedules collection, and updates progress directly in the system.
By structuring these actions as tasks, distributors can ensure accountability, reduce delays, and maintain operational transparency from start to finish.
3. Collaboration Made Easy
Upya’s Tasks & Tickets modules also keep office and field teams connected through a shared CRM dashboard.
Through the CRM dashboard, HQ can instantly view:
- Whether a ticket has been closed
- If a task has been received or opened in the agent’s mobile app
In addition, built-in chat and reporting features enable direct communication within each workflow, replacing scattered calls and whatsapp threads.
This not only speeds up resolution but also builds a transparent record of actions taken, useful for both day-to-day management and long-term performance analysis.
Why This Matters for PAYGO SHS Distributors
Ultimately, by combining Tickets and Tasks, distributors gain a more structured and efficient way to work.
✅ Faster response times: no request is overlooked, and field agents receive timely updates.
✅ Clear accountability: every task has a defined owner, deadline, and audit trail.
✅ Operational efficiency: structured workflows reduce manual follow-up and duplication.
✅ Better customer outcomes: faster resolutions improve satisfaction and repayment rates.
Furthermore, these improvements directly address challenges noted in GOGLA’s Keeping the Lights On report, which warns that unresolved technical issues and delayed support lower customer trust and repayment performance.
Ultimately, Tasks & Tickets act as enablers of smoother operations and stronger customer relationships.
Case in Point: How WeLight Uses Upya´s Tasks & Tickets to Streamline Operations
For example, WeLight uses Upya to deliver electrify-as-a-service to its growing customer base, from acquisition to after-sales support.
By integrating workflow automation and the Tasks & Tickets modules, WeLight coordinates customer requests, field operations, and team actions efficiently across multiple locations.
Their results speak for themselves:
⚡ 20,000+ raised tasks and tickets, streamlining automated workflows and tracking.
📋 1,800+ accurately collected and analysed forms, fueling precise geomarketing activities.
👥 36,000+ recorded client and prospect contacts, strengthening sales funnels and customer acquisition.
This success story clearly demonstrates how Upya’s CRM tools turn operational complexity into efficient, data-driven coordination that scales with growth.
Read more here.
Conclusion
For PAYGO SHS distributors and emerging businesses, efficiency and structure are the foundation of sustainable growth.
With Upya’s Tasks & Tickets modules, teams can collaborate seamlessly, resolve issues faster, and operate with full transparency, no matter their size or stage of development.
Whether you’re scaling operations or just starting out, Upya provides the digital tools and expert support you need to grow with confidence.
Talk to our team to discover how Upya helps you build stronger, smarter operations.