{"id":1127,"date":"2018-02-26T16:16:43","date_gmt":"2018-02-26T21:16:43","guid":{"rendered":"https:\/\/blog2wrkdev.wpenginepowered.com\/workato-mosaic-customer-ops\/"},"modified":"2026-09-29T06:41:31","modified_gmt":"2026-09-29T10:41:31","slug":"workato-mosaic-customer-ops","status":"publish","type":"post","link":"https:\/\/blog2workato.wpengine.com\/workato-mosaic-customer-ops\/","title":{"rendered":"How Workato Streamlines Customer Ops for the Leading Solar FinTech Company"},"content":{"rendered":"\nWith an annual growth rate of 68% (year over year), according to the Solar Energy Industries Association, it\u2019s clear that solar power is part of the future of energy. But the average cost of installing solar panels on a house is between $20,000 &#8211; $30,000\u2014putting it out of reach for many homeowners.\n\nThat\u2019s where\u00a0<a href=\"https:\/\/joinmosaic.com\/\">Mosaic<\/a>\u00a0comes in. As the nation\u2019s leading residential solar financing outfit, Mosaic<span style=\"font-weight: 400;\"> is a FinTech company that\u00a0<\/span>provides competitive financing products to solar contractors that help their customers (homeowners) afford solar installations and monetize federal incentives with low-interest loans.\n\nAs a rapidly growing company, Mosaic needed to scale its customer support (CS) operations. It also needed to minimize the manual effort necessary to track customer issues\u00a0and ensure its contractor sales reps are working in compliance with industry standards and regulations. The company knew integration would be key to efficiency. But with a rapidly expanding dealer base and a proprietary internal app, creating robust integrations proved tricky\u2014until they found\u00a0<a href=\"https:\/\/www.workato.com\/?utm_source=blog\">Workato<\/a>.\n\nWith Workato, Mosaic can:\n<ul>\n \t<li>Move training and compliance information into a proprietary app with no manual data entry<\/li>\n \t<li>Improve visibility between Salesforce and Zendesk<\/li>\n \t<li>Save the dev team 60+ hours on integration building and maintenance<\/li>\n \t<li>Save 20+ hours of manual labor every week.<\/li>\n<\/ul>\n<h3><b>Scaling Customer Ops with Zendesk and Quick Base<\/b><\/h3>\nBecause the company works with so many dealers, sales reps, and ultimately customers, it needed to build a strong support workflow. \u201cOur support team fields thousands of calls per week,\u201d says Bob Sturgeon, Senior Sales Ops Manager at Mosaic. He explains that the customer ops team relies on\u00a0<a href=\"https:\/\/www.workato.com\/integrations\/zendesk?utm_source=blog\">Zendesk\u00a0<\/a>to create and resolve support tickets. But crucial information from the support app\u2014like the specific issues a customer faced\u2014needed to move into the company\u2019s customer relationship management (CRM) program, which was built using\u00a0<a href=\"https:\/\/www.workato.com\/integrations\/quickbase?utm_source=blog\">Quick Base<\/a>. The information also needed to be associated with the right customer account in the CRM program, so sales reps and support reps alike could see all the relevant details and better serve their customers. But this ongoing process would be tedious and time-consuming to do manually.\n<h3><b>Keeping On Top of Compliance with a Proprietary App<\/b><\/h3>\nMosaic wanted to integrate their proprietary internal loan platform with their CRM. Because the solar industry is incredibly complex, external dealer sales reps are required to take a compliance quiz to demonstrate their competency. As a leading FinTech company that creates award-winning software and tech products, Mosaic had high expectations for any software the company decides to use.\n\n<img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-7698 size-full\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/Untitled-design-25.png\" alt=\"Mosaic streamlines customer ops with Workato.\" width=\"1200\" height=\"800\" \/>\n\n\u201cThe quiz shows that they\u2019ve been properly trained and understand industry rules and regulations,\u201d explains Sturgeon. Reps take the quiz via the CRM tool, but the results need to move into the proprietary platform. Because the platform is proprietary, an out-of-the-box integration solution wouldn\u2019t work.\n<h3><b>Finding a Robust Integration Solution at Quick Base Empower<\/b><\/h3>\nAfter two years of use, the integration platform Mosaic had initially adopted ultimately proved insufficient. \u201cIt just wasn\u2019t robust enough for us,\u201d comments Sturgeon.\n\nAt Quick Base\u2019s 2016 conference, Sturgeon visited the Workato booth; afterward, he created a few trial recipes on his own. Upon experiencing the platform\u2019s user-friendly but powerful capabilities, Sturgeon decided it would be the right platform for Mosaic\u2019s needs.\n\n\u201cIt was a little bit of trial-and-error at first,\u201d Sturgeon notes. \u201cBut Workato recipes are so easy to use that we found our way pretty quickly. We also received incredible support and insight from the sales reps and engineers. They truly enabled us to tackle more advanced functions!\u201d\n\n<img loading=\"lazy\" decoding=\"async\" class=\"wp-image-7699 size-full alignnone\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/Untitled-design-26.png\" alt=\"Mosaic streamlines customer ops with Workato.\" width=\"1200\" height=\"800\" \/>\n\nNow, Mosaic uses Workato recipes to move data between Zendesk and the CRM app in real time. \u201cWorkato looks for specific tags on the support tickets and automatically downloads those into Quick Base, so they can be automatically associated with the right loans.\u201d\n<h3><b>Saving 20+ Hours of Manual Labor Every Week<\/b><\/h3>\nWorkato helps to simplify Mosaic\u2019s workload. \u201cWe would have to download reports and import them into the right app manually,\u201d he elaborates. And with human effort come certain drawbacks, he adds: \u201cWith any company, anytime there\u2019s a human-driven process, there are issues with dependability. The data sync also wouldn\u2019t happen in real time, which would be a big problem.\u201d\n\nMosaic enjoyed the benefits of integration soon after adopting Workato. \u201cWe saw results immediately,\u201d comments Sturgeon. \u201cFrom the moment the recipes started processing jobs, really.\u201d He estimates that the integrations save the company about 20 hours of manual work every week.\n\nAnd that doesn\u2019t include the time that creating a solution for the proprietary app problem would have required. \u201cWithout Workato, we would have needed to find a way to make the compliance quiz accessible from within our proprietary platform itself, rather than from the CRM,\u201d he explains. \u201cThat method would have taken our engineering team about 40-60 hours of build time, plus another five hours of maintenance work per week.\u201d\n\nOverall, Sturgeon counts the move to Workato as a stunning success. \u201cWe\u2019ve saved so much time, and that\u2019s incredibly valuable. Having error-free work? That\u2019s priceless.\u201d\n<h3><em>Ready to scale your customer ops with intelligent automation? <a href=\"https:\/\/resources.workato.com\/future-proofing-customer-service?utm_source=blog\">Check out our free ebook &gt;<\/a><\/em><\/h3>\n<a href=\"https:\/\/resources.workato.com\/future-proofing-customer-service?utm_source=blog\"><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-6856 size-full\" src=\"https:\/\/www.workato.com\/the-connector\/wp-content\/uploads\/2026\/09\/ab-cs-e1519661479880.jpg\" alt=\"Learn more about automating customer ops with this free ebook.\" width=\"1200\" height=\"675\" \/><\/a>\n","protected":false},"excerpt":{"rendered":"<p>With an annual growth rate of 68% (year over year), according to the Solar Energy Industries Association, it\u2019s clear that solar power is part of the future of energy. But the average cost of installing solar panels on a house is between $20,000 &#8211; $30,000\u2014putting it out of reach for many homeowners. That\u2019s where\u00a0Mosaic\u00a0comes in. [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":11863,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[31,34],"tags":[],"class_list":["post-1127","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-automation-integration","category-customer-stories"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How Workato Streamlines Customer Ops for the Leading Solar FinTech Company - Workato<\/title>\n<meta name=\"description\" content=\"As a rapidly growing company, Mosaic needed to scale its customer ops. The company knew that Quick Base integration would be the key to efficiency.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/blog2workato.wpengine.com\/workato-mosaic-customer-ops\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How Workato Streamlines Customer Ops for the Leading Solar FinTech Company - Workato\" \/>\n<meta property=\"og:description\" content=\"As a rapidly growing company, Mosaic needed to scale its customer ops. 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