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.
| Note |
|---|
Always read the request in its entirety to determine which action to take. If a ticket comes in that is not a new installer or homeowner inquiring about EB, please refer to the ‘Other Inquiries’ section of this SOP |
Installer inquiries about joining EverBright
...
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 and the property is owned:
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,”
Update the Homeowner Lead - Hub Excel sheet found here Homeowner Lead - HUB.
Add an internal note to the ticket advising you updated Homeowner Lead - Hub.
Update the support channel to ‘HubSpot’
Close the original HubSpot and the linked ticket
...
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,”
If the state is serviced by Everbright but the property is a rental:
“Hello [Customer Name],
Thank you for your interest in EverBright. I see that you listed your home as “Rent”. At this time, we do not service rental properties. 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
Other Inquiries
For all other inquiries, create a linked ticket using the ‘causes’ assignment from the dropdown
Update the reporter with the customer’s email address
Reply to the customer and request further information regarding their inquiry if needed
Resolve the issue per the SOP that relates to the inquiry
Close the original HubSpot and the linked ticket