Sunnova Energy International Inc. announced the expansion of its Global Command Center (GCC), a significant milestone in its commitment to delivering an unparalleled customer service experience. The GCC, which has been operating for over a year, is now more powerful and efficient due to a number of enhancements, including the addition of new technologies, the expansion of its team of experts, and improvements in operational efficiency. The advancements in the Global Command Center (GCC) include: Enhanced Cost Efficiency: The GCC employs a strategic approach to optimizing technician routes, placing a priority on efficiency and task completions while minimizing travel time between assignments.

This approach enables Sunnova to efficiently fulfill a higher number of work orders each day. As a result, this not only enhances productivity but also leads to reductions in associated service costs such as vehicles, fuel, and tools. Effective Pod Structure: Each GCC Pod consists of six dedicated experts, including five specialists and one supervisor, supporting 27 region-specific technicians in the field.

These Pods are equipped with monitors that provide visibility on technicians' schedules, work orders completed, local weather conditions, and new cases being created. Expanded Regionalized Focus: Sunnova has introduced eight new regional GCC Pods this year, totaling 11 Pods now in operation. This expansion strengthens regionalized support, providing enhanced coverage in areas such as Puerto Rico, New Jersey, Pacific Islands, Northeast, South & Southeast, and the West Region.

Sunnova Repair Services (SRS) Expansion: For homeowners lacking a warranty for their solar systems from other providers, Sunnova has extended services from its dedicated in-house team of service technicians to provide hassle-free maintenance, monitoring, repairs, and replacement parts, helping to ensure their systems perform to maximum potential. Critical Command Pod: The newest pod, Critical Command, was launched in Third Quarter to ensure specialized support and rapid response to critical issues such as hurricanes, wildfires, winter storms, and other weather-related and unforeseen incidents. With an ever-increasing need for immediate and targeted assistance during these challenging situations, the Critical Command Pod stands as a dedicated response team, ready to deploy resources and expertise to mitigate the impact of these events and other critical incidents for customers.

Enhanced Training: New training programs have been developed for the Global Command Center and rolled out across the entire team, ensuring specialists are equipped with the latest knowledge and expertise. Increased Work Order Efficiency: Sunnova?s service response time has been reduced by 50% on average from First Quarter through Third Quarter 2023, owing to the alert and rapid-response technology innovations that the GCC employs. Customer Communication: As part of Sunnova's ongoing dedication to enhancing customer convenience, the Company will roll-out text-based communication services.

This service will be introduced in select areas in the fourth quarter of 2023, with a wider rollout planned for 2024. By enabling customers to confirm their appointments in advance, this new feature will significantly elevate the overall service experience.