This article refers to welcome calls for the majority of our deals. However some will follow the SOP /wiki/spaces/SS/pages/2548432903. In these cases, the ticket itself will contain a link to that SOP, rather than this one.
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1.) Make sure you’re logged into the platform(EverBright LLC as EverBright Admin) and ready to pull up specific jobs. http://engine.goeverbright.com
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2.) Answer incoming call: Hello - Thank you for calling EverBright. This is [Agent’s first Name], how may I assist you today”?
The caller confirms that they wish to complete their welcome call
3.)“Thank you! I am happy to help you complete your welcome call”. Do you have your EverBright financial contract available to refer to during our call?
If the caller does not, please follow the instructions here to resend them their docusign email - from there, they can retrieve their contract from Docusign. This may take a few minutes.
If they say they have their contract, or have successfully retrieved it, then proceed:
So that I can pull up your account, please provide me your full name”?
Navigate to pipeline - in the search bar, enter the homeowner’s name. Once you find the job, verify that the name and address matches the information provided by the homeowner
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Verify that the name and address match the information provided by the homeowner
“Please verify the property address where the solar system will be installed”
If correct, then open the job
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5.)Then start the welcome call:
“The goal of this “Welcome Call” is to ensure that you understand the details of your solar financing agreement. “
Welcome Call page is the last page in the contract
6.) If the answer to this question is “YES”, proceed with the following script:
Great! Ok, the following questions will require an answer of either a yes or no to proceed to the next question…”
“Let’s go ahead and get started”
Note: You will then read the questions directly from the homeowner’s contract page “Welcome Call Checklist” - Questions must be read exactly as how they appear in the contract.
Homeowners should answer “YES” or “That is correct” or “I agree” or other acceptable affirmations to all questions - but do not lead them to a specific answer. However, if they don’t know where the contract ID # is, you can refer them to the upper right side of any page of their contract to find that number.
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7.) Once finished with all the questions, then close the call.
“Thank you, [Client’s Name]. That concludes the “Welcome Call” and we’ll notify your installer. We hope that you have a great rest of your day!”
Rep should now complete all the steps to process the completed welcome call (skip to instructions below - add link)
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Please see /wiki/spaces/SS/pages/2741829892 for call time restrictions on SOP when performing an Outbound Welcome CallCalls. |
Those details should include the following:
Project address
Homeowner’s Name as it appears on the agreement.
Homeowner’s Phone Number
Homeowner’s email
Homeowner’s availability for Welcome Call (4hr time window is preferable). Including time zone or time will be assumed as local based on home address.
You will process the ticket with the following fields:
Reporter: Installer/Contractor’s email
Request Type: Welcome Call
Labels: EB, Welcome Call
Support Channel: Email and Phone
You will reply to the installer’s initial message with a note like:
“Good (morning/afternoon), (name of Contractor/Sales Rep),
We are confirming that we will conduct the Welcome Call between (4 hr time frame and time zone) this (morning/afternoon). Please ensure the homeowner has seen and understands the Welcome Call questions, which can be found near the back of their contract package. Ideally, the homeowner will have the list of the Welcome Call questions with them so they can follow along. If you have any questions, please don't hesitate to contact us. Hope you have a great rest of your day.
Best,
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Once the homeowner answers, refer to the script below:
“Hello, good afternoon this is (Representative Name) calling from EverBright. Am I speaking with (Customer Name)?..... How are you doing this (morning/afternoon)? …. We are calling to complete your Welcome Call. The goal of this call is to ensure that you understand the details of your solar financing agreement. Do you have your EverBright contract available to refer to during our call?
If the caller does not, please follow the instructions here to resend them their docusign email - from there, they can retrieve their contract from Docusign. This may take a few minutes.
If they say they have their contract, or have successfully retrieved it, then proceed:
Great! Ok, the following questions will require an answer of either a yes or no to proceed to the next question…”
Note: You will then read the questions directly from the homeowner’s contract page “Welcome Call Checklist”- Questions must be read exactly as how they appear in the contract.
Homeowners should answer “YES” or “That is correct” or “I agree” or other acceptable affirmations to all questions - but do not lead them to a specific answer. However, if they don’t know where the contract ID # is, you can refer them to the upper right side of any page of their contract to find that number.
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If the following information is incorrect on the WC checklist: Phone number - The agent should ask for the correct phone number and update it in the qualification phase when call is complete. The call can be deemed successful. Instructions below Other contact information - (misspelled name, address, unit number) the call can be deemed successful if the installer completes an NCCO. Instructions below If an email address is incorrect - the call cannot be considered successful. The installer would need to cancel the workflow, update the email address in qualification phase, and then they'd need to resign. |
“Thank you, (Client Name). That concludes the Welcome Call. We will be reaching out to your (contractor/sales rep) to let them know that we completed this necessary step in the process of going solar. Have a great rest of your day”.
3. How to process welcome calls
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If the Client answers “NO” to a question that requires a yes to proceed, then they have failed the “Welcome call”
We will tell the homeowner that we are not able to complete the Welcome Call and that the Installer should be reaching out to them to clarify any details.
At this point, the EverBright Support Representative will leave a note within the Customer’s Project in EverBright. The note will read “The client failed the “Welcome Call” on (question#), please reach out to the client to review this question along with any additional questions they may have regarding their contract or the “Welcome Call” questions
Next, open a new or the existing ticket in In JIRA, with the following fields:
Reporter: Installer/Contractor’s email
Request Type: Welcome Call
Label: Welcome Call
Support Channel: Phone, Email
Write a note to the installer with details on the failed welcome call - i.e. which questions they answered incorrectly, or anything else notable about the call.
Hello,
This email is to notify you that the Welcome Call for [customer name and address] was rejected for the following question, [question that failed]. Please review the Welcome Call questions with the homeowner to ensure that they have a clear understanding of the terms of their solar agreement.
Please contact us if you have any questions at 833-830-0475 option 1 or reply to this email.
4. Updating the homeowner’s phone number
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The Welcome call checklist does not update when an NCCO is generated. However, support will still complete the welcome call and upload it to the platform
Leave a note in the Milestone Feed within the project: “Welcome call completed using the original welcome call checklist”
Next, open a new or the existing ticket in JIRA with the following fields:
Reporter: Installer/Contractor’s email
Request Type: Welcome Call
Label: Welcome Call
Support Channel: Phone, Email
Write a note to the installer informing them that they need to complete a NCCO and update the homeowner’s information
Hello,
This email is to notify you that the Welcome Call for [customer name and address] was completed, however the customer’s [enter incorrect information (i.e. name was misspelled)]. Please complete a No Cost Change Order (NCCO) to correct the information.
Please contact us if you have any questions at 833-830-0475 option 1 or reply to this email.
For RIC (EverOwn, EverOwn Plus) agreements, the installer will also need to complete a new RIC assignment form after the NCCO. The form is located inside the NCCO task
6. If an update to email address is needed
We will tell the homeowner that we are not able to complete the Welcome Call and that the Installer should be reaching out to them to clarify any details.
At this point, the EverBright Support Representative will leave a note within the Customer’s Project in EverBright. The note will read “The client failed the “Welcome Call” on due to the email being incorrect, please cancel the workflow, re-quote, and re-sign the contract.”
Next, open a new or the existing ticket in In JIRA, with the following fields:
Reporter: Installer/Contractor’s email
Request Type: Welcome Call
Label: Welcome Call
Support Channel: Phone, Email
Write a note to the installer with details on the failed welcome call - i.e. which questions they answered incorrectly, or anything else notable about the call.
Hello,
This email is to notify you that the Welcome Call for [customer name and address] was rejected due to the homeowner’s email being incorrect. Please cancel the workflow, re-quote, and re-sign the contract.”
Please contact us if you have any questions at 833-830-0475 option 1 or reply to this email.
7. Reference - MiaRec recording downloads
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12. Spanish Welcome Call Requests
Currently, EverBright does not accept Welcome Calls in Spanish or 3rd party translations.
Scenario: Inbound or outbound call from/ homeowner that requests Welcome call in Spanish
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Read the following script to the homeowner:
Script
“Currently, EverBright does not conduct welcome calls in Spanish. To move forward with your agreement, we would need to conduct your welcome call in English. Would you like to continue in English?”
Homeowner says yes: Follow Welcome call SOP
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