SOP Background:
To promote self-service and improve customer experience, the traditional “Welcome Call” that Support would commonly handle is migrating to be an activity that a homeowner can complete online via the MyEverBright portal.
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SOP:
STEP | ACTION | |
1 |
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IF: | THEN: | |
An auto | ||
generated EBH ticket was received for a homeowner who has not registered for the MyEverBright portal. Background: If the homeowner does NOT register on the MyEverBright portal within 3 days from their initial registration email, they will receive a reminder email to register. After 3 additional days, a second reminder will be sent to the homeowner AND a Support ticket is automatically created for Support to follow up with the homeowner.
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 Follow the steps for contacting and helping a homeowner register for MyEverBright Note: If the homeowner has already claimed their account, please update the ticket with this observation, add the “DWC” label, and close it. | |
An auto generated EBH ticket was received for a homeowner who has registered for MyEverBright, but has not completed their welcome checklist.
Background: If the homeowner does NOT complete their welcome checklist within 2 days of registering for MyEverBright, they will receive a reminder email to complete the checklist. After 2 additional days, a second reminder will be sent to the homeowner AND a Support ticket is automatically created for Support to follow up with the homeowner. |
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 Follow the steps for contacting and helping a homeowner locate their welcome checklist on MyEverBright Note: If the homeowner has already completed the welcome checklist, please update the ticket with this observation, add the “DWC” label, and close it. | |
Homeowner is calling Support due to a failed checklist attempt.
Background: When a homeowner indicates “NO” to any of the questions on the welcome checklist, they will be instructed to contact Support for us to clarify the terms of their contract.
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 Follow the steps for providing clarity to failed welcome checklist questions and transferring to the Welcome Call phone line | |
Auto-generated EBH ticket was received for a homeowner who failed the welcome checklist but did not contact Support on the day of Background: When a homeowner does not call Support the day that they failed the welcome checklist, a Support ticket is generated the day after in order for us to contact the homeowner and offer assistance. |
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 Follow the steps for contacting and helping a homeowner with a failed welcome checklist |
Providing Clarity on Failed Welcome Checklist Questions and Transferring to the Welcome Call Phone Line
STEP | ACTION |
1 |
Stop Important: If the homeowner had responded “NO” to any questions regarding their contact information, personal details, or property details, theagent who receives the transferred call will address these topics. |
Attempting to Contact the Homeowner Due to a Failed Welcome Checklist
STEP | ACTION | ||
1 | Contact homeowner by phone | ||
IF: | THEN: | ||
Homeowner answers
| Advise: “Hello (Homeowner Name), I am calling from EverBright Support to discuss the questions on your recently completed 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.” Follow the steps for providing clarity to failed welcome checklist questions and transferring to the Welcome Call phone line Important: After helping the homeowner register for MyEverBright and directing them to complete the welcome checklist, please do not stay on the phone with the homeowner. A requirement of completing the checklist includes the homeowner certifying that they completed the checklist on their own. 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).
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Homeowner does not answer/receives voicemail. | Advise: “Hi (Customer Name), this is (Agent’s Name) from EverBright Homeowner Support. We are calling to discuss the questions on your recently completed Welcome Checklist. Please give us a call back at 833-830-0475. We are open every day from 6 AM to 8 PM Pacific Time / 9 AM to 11 PM Eastern Time. We look forward to hearing from you!” Note EBH Ticket:
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IF: | THEN: | ||
If there have been less than 5 outbound attempts | Arrange a Callback Commitment for Digital Welcome Checklist Outbound Support for the following business day. Stop | ||
If this is the 5th attempt | Notify the installer of our inability to connect with the homeowner Close EBH ticket Stop | ||
Attempting to Contact the Homeowner Due to No Portal Registration
STEP | ACTION | ||||||
1 | Contact the homeowner by phone. | ||||||
IF: | THEN: | ||||||
Homeowner answers
| Advise: “Hello (Homeowner Name), I am calling from EverBright Support to discuss the email you received regarding registering for our MyEverBright portal to complete your Digital Welcome Checklist. The checklist is required to be completed to move forward with your solar project. If you have any questions, I’d be more than happy to assist you with registering your account!” Does the homeowner require assistance? If yes, Follow How to Handle MyEverBright Registration Concerns Navigate the homeowner to the “Complete Checklist” button found on the landing page.
Note EBH Ticket:
Stop If no, Thank the customer for taking your call. Note EBH Ticket:
Stop Important: It is okay to follow the traditional welcome call process if the homeowner expresses difficulty with completing the welcome checklist online. After helping the homeowner register for MyEverBright and directing them to complete the welcome checklist, please do not stay on the phone with the homeowner. A requirement of completing the checklist includes the homeowner certifying that they completed the checklist on their own. 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). | ||||||
Homeowner does not answer/receives voicemail. | Advise: “Hi (Customer Name), this is (Agent’s Name) from EverBright Homeowner Support. We are calling to provide assistance on how to register for a MyEverBright account in order for you to complete your welcome checklist. Please give us a call back at 833-830-0475. We are open every day from 6 AM to 8 PM Pacific Time / 9 AM to 11 PM Eastern Time. We look forward to hearing from you – and welcome to EverBright!” Note EBH Ticket:
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IF: | THEN: | ||||||
If there have been less than 5 outbound attempts | Arrange a Callback Commitment for Digital Welcome Checklist Outbound Support for the following business day. Stop | ||||||
If this is the 5th attempt | Notify the installer of our inability to connect with the homeowner Close EBH ticket Stop | ||||||
Attempting to Contact the Homeowner Due to an Incomplete Welcome Checklist
STEP | ACTION | ||||||
1 | Contact the homeowner by phone. | ||||||
IF: | THEN: | ||||||
Homeowner answers
| Advise: “Hello (Homeowner Name), I am calling from EverBright Support to offer help in locating your Digital Welcome Checklist. The checklist is required to be completed in order to move forward with your solar project.” Does the homeowner require assistance? If yes, Advise the homeowner to log into their MyEverBright portal. Navigate the homeowner to the “Complete Checklist” button that is found on the landing page.
Note EBH Ticket:
Stop If no, Thank the customer for taking your call. Note EBH Ticket:
Stop Important: It is okay to follow the traditional welcome call process if the homeowner expresses difficulty with completing the welcome checklist online. After helping the homeowner register for MyEverBright and directing them to complete the welcome checklist, please do not stay on the phone with the homeowner. A requirement of completing the checklist includes the homeowner certifying that they completed the checklist on their own. 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). | ||||||
Homeowner does not answer/receives voicemail. | Advise: “Hi (Customer Name), this is (Agent's Name) from EverBright Homeowner Support. We are calling to provide assistance on how to locate your welcome checklist. The checklist is required to be completed to move forward with your solar project. Please give us a call back at 833-830-0475. We are open every day from 6 AM to 8 PM Pacific Time / 9 AM to 11 PM Eastern Time. We look forward to hearing from you - and welcome to EverBright!” Note EBH Ticket:
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IF: | THEN: | ||||||
If there have been less than 5 outbound attempts | Arrange a Callback Commitment for Digital Welcome Checklist Outbound Support for the following business day. Stop | ||||||
If this is the 5th attempt | Notify the installer of our inability to connect with the homeowner Close EBH ticket Stop | ||||||
Arranging a Callback Commitment for Digital Welcome Checklist Outbound Support
STEP | ACTION |
1 |
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