Background: EverBright’s Welcome Call has moved to a digital Welcome Checklist! Upon contract signing, the homeowner will receive an early access invitation email containing a link that will allow them to create their MyEverBright account and subsequently complete the Digital Welcome Checklist.
The homeowner will be required to:
Register for the MyEverBright portal
Complete and pass the digital Welcome Checklist
If either of these tasks are not completed, support will receive a request to make an outbound call to the homeowner.
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If the homeowner does not register for MyEverBright
If the homeowner does NOT register on the MyEverBright portal within 3 days, they will receive a reminder email to create an account.
After 3 additional days, if the homeowner does not register on the MyEverBright portal, they will receive another reminder email to create an account and complete the checklist.
A homeowner support ticket is automatically created to track and follow up with the homeowner.
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Prior to contacting the homeowner, the agent should log into MyEverBright and confirm that the homeowner has not activated their account. |
The homeowner support agent will then contact the homeowner by phone to follow up and walk the H/O through creating their MyEverBright account.
If the agent is able to connect with the homeowner and they have not registered:
Hello (homeowner name),
I am calling from EverBright support to discuss the email you received regarding registering for the MyEverBright portal to complete your Digital Welcome Checklist. The checklist is required to be completed to move forward with your solar project. I will be assisting you today with registering and discuss any questions you may have.
If the homeowner registered but did not complete the checklist
If the homeowner does NOT complete the Welcome Checklist within 2 days of registering for MyEverBright, they will receive a reminder email to complete the checklist.
After 2 additional days, if the homeowner does not complete the checklist, they will receive another reminder email.
A homeowner support ticket is automatically created to track and follow up with the homeownerautomatically created to track and follow up with the homeowner.
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Prior to contacting the homeowner, the agent should log into the job in Engine and confirm that the checklist has not been completed. |
If the agent is able to connect with the homeowner and they have registered but did NOT complete the Welcome Checklist:
Hello (homeowner name),
I am calling from EverBright support because we noticed that you have registered for the MyEverBright portal, but you have not completed your Welcome Checklist. The checklist is required to be completed to move forward with your solar job. I will be assisting you today with locating your checklist and discuss any questions you may have.
The homeowner will receive the following email if they have registered in the MyEverBright portal but has not completed the welcome checklist after 2 days of registering:
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Assisting the Homeowner in Creating an Account
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If a customer does not have the original invitation or lost the email, resend the invite per this SOP: Register at MyEverBright: How to resend portal invitation |
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This will take the homeowner to the landing page where they can complete the checklist by clicking ‘Complete Checklist’.
The Homeowner will also be able to download a copy of their contract to refer to while completing the checklist.
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You can now complete the Welcome Checklist. If you have any questions or need additional assistance, please reach out to EverBright support.
Have a great day!
The homeowner will then complete the welcome checklist.
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The agent should not stay on the phone with the homeowner to complete the Welcome Checklist. |
If the homeowner asks why the agent cannot stay on the phone with them during the checklist:
A requirement of completing the checklist is you certify that you completed the checklist on your own.
Contacting the customer to complete the Digital Welcome Checklist
If the agent is able to connect with the homeowner:
Hello, this is (agent name) calling from EverBright. Am I speaking with (Customer Name)? How are you today? I see that you registered for the MyEverBright portal but have not completed your Digital Welcome Checklist. The checklist is required to be completed in order to move forward with your project. Can I assist you in navigating to the checklist so that you can complete it?
The agent should direct the homeowner to their MyEverBright portal where they can complete the welcome checklist.
If the homeowner has not created their MyEverBright account log in, follow the ‘Assisting the Homeowner in Creating an Account’ instructions above.
Unable to reach the homeowner to complete the Welcome Checklist
If the agent is unable to connect with the homeowner, leave a voice message (if applicable).
Hi (customer name) this is (agent's name) from EverBright Homeowner Support. We are calling to provide assistance on how to complete your Welcome Checklist. 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!
Note in the ticket if you were able or unable to leave a voice message and the next time you will be contacting the homeowner.
The support agent will attempt to contact the homeowner to complete the welcome checklist every day for 5 business days.
Schedule a call back commitment in CXone after each call of attempting to reach homeowner. https://sighten.atlassian.net/wiki/spaces/SS/pages/2782756894
Leave a Note containing:
Project address
Homeowner’s Name as it appears on the agreement.
Homeowner’s Phone Number
Number of attempted calls to homeowner
If the homeowner does not answer on the 5th business day, follow steps below:
Copy the installer’s email address from the contract phase of the homeowner’s job.
Navigate to M1 in the Qualification phase.
Click on Welcome Call Status.
Click on Send Email.
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Add Installer's email in Additional Recipients
Add a Custom Note:
Hello,
(homeowner name) has not (Registered for MyEverBright and/or completed the required welcome checklist). We have attempted to contact the homeowner several times and have been unsuccessful. Please contact the homeowner and advise them to complete the required tasks in order to move the project forward. The homeowner can call us at 833-830-0475 with any questions. We are available every day of the week from 9am to 11pm Eastern Time.
Thank You,
(Agent name)
At this point, the homeowner ticket can be closed.
Leave an internal comment in the ticket notating that the installer was informed.
Passed Welcome Checklist
If the homeowner answers ‘Yes’ to all questions, that is considered a passed Welcome Checklist. Once the homeowner successfully passes the Welcome Checklist, the checklist will automatically be uploaded into the homeowner's account in Engine.
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The installer cannot submit for M1 approval until the Welcome Checklist (or traditional Welcome Call) has been completed. |
Failed Welcome Checklist
If a homeowner answers ‘No’ to any of the questions on the checklist, it is considered a failed Welcome Checklist, and the homeowner will receive a message to contact EverBright’s support team.
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If the homeowner does not contact EverBright support the same day of failing the Welcome Checklist, the next day a homeowner support ticket will automatically be created to track and follow up with the homeowner.
A homeowner support agent will then contact the homeowner by phone to follow up and discuss the questions the H/O answered ‘no’.
Navigate to the homeowner’s job in Engine and pull up the Welcome Checklist.
Hi (customer name) this is (agent's name) from EverBright Homeowner Support. I am calling to discuss the questions on your Welcome Checklist. This checklist is required to be completed with an answer of yes to all questions to move forward with your solar project. I will be assisting you today with providing clarification on the questions you are unsure about.
The homeowner will receive the following email the next day if they fail the welcome checklist and do not contact EverBright Support:
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If the agent is unable to connect with the homeowner, leave a voice message (if applicable).
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!
Note in the ticket if you were able or unable to leave a voice message and the next time you will be contacting the homeowner.
The support agent will attempt to contact the homeowner to complete the welcome checklist every day for 5 business days.
Schedule a call back commitment in CXone after each call of attempting to reach homeowner. https://sighten.atlassian.net/wiki/spaces/SS/pages/2782756894
Leave a Note containing:
Project address
Homeowner’s Name as it appears on the agreement.
Homeowner’s Phone Number
Number of attempted calls to homeowner
If the homeowner does not answer on the 5th business day, follow steps below:
Copy the installer’s email address from the contract phase of the homeowner’s job.
Navigate to M1 in the Qualification phase.
Click on Welcome Call Status.
Click on Send Email.
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Add Installer's email in Additional Recipients
Add a Custom Note:
Hello,
We have not been able to speak with (homeowner name) to complete the required welcome checklist. Please contact the homeowner and advise them to call us at 833-830-0475 to complete the call. We are available every day of the week from 9am to 11pm Eastern Time.
Thank You,
(Agent name)
The agent can then close the Jira ticket.
Failed Welcome Call (after a failed welcome checklist)
If the homeowner fails the welcome call:
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The agent will then click the ‘Cancel Workflow’ button.
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FAQs
Q: Will the installer have visibility into the status of the Welcome Checklist?
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