These customers are existing users of the platform, however new to EverBright Product or ProductsPlease see SOP on the EB Onboarding APPROVAL ticket here: Processing EB Onboarding APPROVAL tickets
1. Onboarding form (ticket) will be sent directly to Support
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Update the ticket’s Organization field to the Installer name, from the form.
Add the organization’s account manager as a request participant and David Ellis as a Watcher.
Set Reporter to onboarding@goeverbright.com
Set Request Type to Company-specific Data Change
Use the Needs Configuration? Automation dropdown to select Integrated Finance
An initial response will be automatically sent to the customer - but since customer isn’t listed as reporter or as a request participant, the message should not be received by them.
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Configure the product in the account according to the instructions
When complete (but not pushed live) - the config team close the CS ticket and the SS ticket will be moved to “waiting for support”
5. Support will
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Support will send an internal comment to David Ellis asking if approved to push live (Note: automate this step once config ticket closes - TBD)
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close the EB Product Onboarding ticket
Ticket can be closed after config is complete.
Approval will come in a separate ticket; products will be made active in that ticket.Send a note to David Ellis and the Account manager that the products are live
Close the ticket
Important Note: if any customer communication is needed (for example, not ready to launch in their state, etc.) - please tag their account manager and David Ellis in an internal comment letting them know that communications are needed - remember, customers are not copied on onboarding tickets