Background:
Homeowners and installers can submit an inquiry via goeverbright.com or myeverbright.com. These inquiries flow through HubSpot and land in the appropriate Support queue: Installer or Homeowner. The following SOP shows how to handle these inquiries.
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Verify the state in the address section of the form. Compare it to the EB service map here.
Create a linked ticket using the ‘causes’ assignment from the dropdown
Update the reporter with the customer’s email address
If the state is serviced by EverBright:
Reply to the customer:
“Hello (Customer name),
Thank you for your interest in EverBright. We received your request and will be in contact soon.
Thanks,”
Send a slack message to #everbright-sales with the homeowner’s contact information, including address, phone number, and e-mail address:
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Update the Homeowner Lead - Hub Excel sheet found here Homeowner Lead - HUB.
Add an internal note to the ticket advising you reached out to Sales to communicate to the homeownerupdated Homeowner Lead - Hub.
Update the support channel to ‘HubSpot’
Close the original HubSpot and the linked ticket
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If the state is not serviced by EverBright:
Reply to the customer with the following message:
“Hello [Customer name],
Thank you for your interest in EverBright. I see that you listed your address in [City and State]. At this time, we do not service the state of [State]. We are excited to hear of your interest in EverBright and we hope to be able to serve you soon.
Thanks,”
Request participants - homeowner’s email address
Request type - general inquiry
Resolution type - other
Close the original HubSpot and the linked ticket
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