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Overview: All homeowners are required complete a welcome call as part of the EverBright financing process. This call is completed after they sign the contract and is a requirement for Milestone 1 (M1) in the Operations phase. The following SOP outlines conducting and processing Inbound and Outbound Welcome Calls.

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  • EverBright homeowners calls in to the Welcome Call support line (833-830-0475)

  • Currently, EverBright does not accept Welcome Calls in Spanish or 3rd party translations.

Expand
titleMore info - Homeowner Requests Welcome Call in Spanish

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: Proceed with Welcome Call

  • Homeowner does not understand: Connect the homeowner with a Spanish-speaking agent that can communicate the above script to the homeowner

  • Homeowner says no to conducting welcome call in English

  • Advise the homeowner that we are unable to continue with the process

  • E-mail their sales representative/ or contractor from the contract (instructions below)

Script:

"Hello - Thank you for calling EverBright. This is [agent name], how may I assist you today?"

“Thank you! I'd be 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, resend them their DocuSign email - from there, they can retrieve their contract from DocuSign. This may take a few minutes.

Expand
titleMore info - Re-sending a signed contract to a homeowner

  • Click “Shared Envelopes” from the menu on the left hand side.

  • Click the “EverBright Financing” Option. Then click the “Select” button.

  • Click “Sent” from the menu on the left-hand side.

  • Type the homeowner’s name into the search bar. Then, select the carrot menu to the right of the command. Click “Forward”.

  • Enter in the homeowner’s name and email (this can be found in the Contact phase of the project if needed). Click “Send” in the bottom right corner.

"So that I can pull up your account, please provide me your full name."

Expand
titleMore info - Pulling up a customer's job in Engine

  • 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

  • Verify that the name and address match the information provided by the homeowner

“Please verify the property address where the system is being installed.”

  • Pull up the Welcome Call checklist

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titleMore info - Pulling up the Welcome Call checklist

  • If the address is correct, then open the job

4.) Once in the job navigate to the Operations (Milestone 1) M1 Phase, select the Agreement and open the ‘Welcome Call Checklist’ to reference the contract package during the call. **Note, this option will only be available if the contract has been completed.

*Alternatively, the Welcome Call checklist can be accessed by navigating to the Contract phase and selecting ‘Preview’. **Once the document is open, the Welcome Call Checklist can be directly accessed by searching for the keyword ‘welcome call’

“The goal of this Welcome Call is to ensure that you understand the details of your solar financing agreement.”

“Let’s go ahead and get started. The following questions will require an answer of either a yes or no to proceed to the next question.”

  • 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.

  • If they don’t know where the contract ID # is, refer them to the upper right side of any page of their contract to find that number.

  • Homeowners should answer “YES” or “That is correct” or “I agree” or other acceptable affirmations to all questions.

  • 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.

    Other contact information - (misspelled name, address, unit number) the call can be deemed successful if the installer completes an NCCOinstaller completes an NCCO.

Note

Only Deal Processing is authorized to make updates to contact information when an NCCO is required. Agents will never make these changes themselves.

  • Email address- the call fails.  The installer would need to cancel the workflow, update the email address in qualification phase, and then they'd need to resign.

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titleMore info - Reasons a welcome call will fail

  • The Client answers “NO” to a question that requires a yes to proceed

  • The email address on the WC checklist is incorrect or they are using someone else’s email address

  • The installer is coaching the homeowner in the background

  • The homeowner does not understand/speak English

  • The finance terms are incorrect

  • Once finished:

“Thank you, [Client’s Name]. That concludes the Welcome Call. We will notify your installer. We hope that you have a great rest of your day!”

  • Process the completed welcome call in MAX:

    • Leave a disposition, the name and address of the Homeowner:

      • Welcome Call Complete

      • Welcome Call Failed

...

Info

Please see "Everbright - Call Time Restrictions" SOP when performing an Outbound Welcome Calls.

  • Currently, EverBright does not accept Welcome Calls in Spanish or 3rd party translations.

Expand
titleMore info - Homeowner Requests Welcome Call in Spanish

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: Proceed with Welcome Call

  • Homeowner does not understand: Connect the homeowner with a Spanish-speaking agent that can communicate the above script to the homeowner

  • Homeowner says no to conducting welcome call in English

  • Advise the homeowner that we are unable to continue with the process

  • E-mail their sales representative/ or contractor from the contract (instructions below)

...

Expand
titleVoicemail Script

“Hi (customer name) this is (agent's name) from EverBright Homeowner Support. We are calling to conduct your Welcome Call.  Please give us a call back at 833-830-0475.  We are open every day from 6am to 8pm Pacific Time. We look forward to hearing from you - and welcome to EverBright!"  

Phone Script

Hello, this is (Representative Name) calling from EverBright. Am I speaking with (Customer Name)?

How are you today?

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, resend them their DocuSign email - from there, they can retrieve their contract from DocuSign. This may take a few minutes.

Expand
titleMore info - Re-sending a signed contract to a homeowner

  • Click “Shared Envelopes” from the menu on the left hand side.

  • Click the “EverBright Financing” Option. Then click the “Select” button.

  • Click “Sent” from the menu on the left-hand side.

  • Type the homeowner’s name into the search bar. Then, select the carrot menu to the right of the command. Click “Forward”.

  • Enter in the homeowner’s name and email (this can be found in the Contact phase of the project if needed). Click “Send” in the bottom right corner.

Otherwise proceed:

Great!

The goal of this Welcome Call is to ensure that you understand the details of your solar financing agreement.

Let’s go ahead and get started. The following questions will require an answer of either a yes or no to proceed to the next question.

  • 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.

  • If they don’t know where the contract ID # is, refer them to the upper right side of any page of their contract to find that number.

  • Homeowners should answer “YES” or “That is correct” or “I agree” or other acceptable affirmations to all questions.

  • 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.

    Other contact information - (misspelled name, address, unit number) the call can be deemed successful if the installer completes an NCCO.

Note

Only Deal Processing is authorized to make updates to contact information when an NCCO is required. Agents will never make these changes themselves.

Email address- the call fails.  The installer would need to cancel the workflow, update the email address in qualification phase, and then they'd need to resign.

  • Process the completed welcome call in MAX:

    • Leave a disposition, the name and address of the Homeowner:

      • OB Welcome Call No Answer

      • OB Welcome Call Complete

      • OB Welcome Call Failed

...

Other updates (misspelled name, address, unit)

Note

Only Deal Processing is authorized to make updates to contact information when an NCCO is required. Agents will never make these changes themselves.

  • The Welcome call checklist does not update when an NCCO is generated.

  • 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

...

  • 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” due to an incorrect email address, please cancel the workflow, update the email address in the qualification phase, re-quote, and re-sign the contract.”

  • Open a new or the existing ticket in In Jira and update the following fields:

    • Reporter: Installer/Contractor’s email

    • Request Type: Welcome Call

    • Label: Welcome Call

    • Support Channel: Phone, Email

  • Reply 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.

Unable to reach homeowner to conduct Welcome Call

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