Background: EverBright’s Welcome Call has moved to a digital Welcome Checklist for Legacy and , Rooftop Power, LLC, and North Valley! 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.
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If the homeowner does not register for MyEverBright
If the homeowner does NOT register on the MyEverBright portal within3 days, they will receive a reminder email to create an account.
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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.
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If the homeowner registered and was unable to complete the checklist because the complete checklist button was greyed out, this is likely because the contract was sent on or before 10/30 and the old workflow populated. The agent should complete a traditional Welcome Call in this scenario. A good way to tell is to go to Ops phase and the Welcome Call task will be there (not the Welcome Checklist task). |
If the homeowner registered but did not complete the checklist
If the homeowner does NOT complete the Welcome Checklist within2 days of registering for MyEverBright, they will receive a reminder email to complete the checklist.
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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.
Steps for the homeowner to create an account in the MyEverBright portal:
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When speaking with the homeowner, ask the homeowner to refer to the email they received from support@myeverbright.com titled ‘Welcome to EverBright! Complete these steps to move your solar project forward.’
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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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When speaking with the homeowner, ask the homeowner to refer to the email they received from support@myeverbright.com titled ‘Welcome to EverBright! Complete these steps to move your solar project forward.’
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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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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.
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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.
Add the ‘DWC’ label to the ticket.
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, send an email to the installer:
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.
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.
In a Fail Scenario, the agent must clarify the key points of the homeowner’s agreement with the homeowner. The agent will be able to view the questions the homeowner answered ‘No’ by clicking on the ‘Welcome Checklist Upload’ UTC link.
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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.
Add the ‘DWC’ label to the ticket.
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:
Job Link
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, email the installer:
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.
Add Installer's email in Additional Recipients
Add a Custom Note:
Hello,
(homeowner name) failed the Digital Welcome Checklist. We have made several unsuccessful attempts to contact the homeowner. Please reach out to the homeowner and advise them call Support at 833-830-0475 to review the checklist and complete a Welcome 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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A: No. After enabling the feature, newly generated contracts will receive the Digital Welcome Checklist experience. ‘In-Flight’ jobs will continue with the existing experience.
Commonly Failed DWC Questions
Q: Are you aware that by making larger or additional payments before the end of the 18th month your account is active, the amount due for your subsequent monthly payments may be reduced?
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