Content Comparison

...

• Each integrated financier has a different process. Follow the instructions for each, linked from this article: How to Process Financier and Channel Manager Partner Requests
  • Integrated Financing Request Workflow: https://docs.google.com/spreadsheets/d/1Pq-mdKXbE7lSuZoz_IAXN6FDx4vW0gQyLp0fvqOKR3E/edit#gid=0

2. New Non-Integrated (configured) Financial Products

1. Customer should Except for priority customers who receive white close service, customers must submit this request by typeform.  The SS ticket will be created automatically and have the subject: "Financing Options Survey: <Org Name>"   It will look something like this:Image RemovedCheck requirements/update ticket info: 

Image Added

• Update the ticket's Reporter (person submitting the request), Organization (upstream org of person submitting), and Request type (company specific data change)

1. First checkCheck requirements: 
   
   • Do they have a Premium or Pro subscription?  Only Premium and Pro accounts can request non-integrated financing.
   • Then check: Is the person requesting an org admin/manager for the upstream customer?  Only requestors with those permissions can add financing
   • Can we accommodate the product? We can model many products, but not non-integrated PACE.
   • Do we have the information required to model the product? If it is a new product, ideally we will receive a rate sheet from the customer containing the product information. In lieu of a rate sheet, they will need to provide us with this information.
   • Did they specify if they want their dealer feeds included.
   • For new requests:
     • Did the customer include a rate sheet containing the product information?
     • Do we know which products they want to quote?  We can configure as many products a customer can quote, but to expedite the process they should specify the products they want quoted if they give us a rate sheet.
     • Did they specify if they want their dealer feeds included?
   • For modifications of existing products:
     • We can update dealer fees, but updating APR, contract-term or adding a promotional period requires a new product (see points above).  
     • Were they clear what's changed to which product and included all details?
2. If the requirements have not been met: 
   • Follow up with the customer to get clarification on each point needed or let them know the requirements/issue and next step
     • There are some prepared emails that might work (canned response field), otherwise you'll need to draft a custom inquiry depending upon what's needed next
   • Once all information has been gathered, or issues cleared up - proceed to the next step
3. If the requirements have been met, please create a CS ticket.
   • Use the automated CS ticket feature selecting "Configured Finance" from the Needs Configuration field
   • Then open the CS ticket and selected assignees (refer to CS workload dashboard and select based on who has fewest tickets assigned to them), and update the Component field with the company name
   • If the customer has provided any additional information, add it to the internal comments on the CS ticket
4. The automatic creation of the CS ticket will send an initial request to the customer
   • Make sure the SS ticket is in moves to the Workflow status in "Needs Configuration".
5. Once the CS ticket is marked done (you can see ticket status under linked issues) an automated communication will go to the customer
   • If we haven't heard from the customer in one-business day, then close the ticket.
6. Note: the form also contains a section for integrated financing products, if they indicate that they want to apply, or already quote it but want to add it to Sighten, confirm the following:
   • Log in to their Sighten Account as Sighten Admin - first check 'organization settings' > partnerships.  If you see any of the integrated financiers listed, then confirm integration status by navigating to configuration settings > financing products - choose "active" then look at parent products' "integration status" under the Product Attributes heading
     
     1. If yes, then send them a note indicating that the integrated financing is already active on their account. Send them links on how to use it and how to schedule training (note - there are sample emails in the SOPs for each integrated partner)
     2. If no, then...

3. Modifying Non-Integrated (Configured) Financial Products Dealer Fees

...