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SOP Background:To promote self-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.

...

Providing Clarity on Failed Welcome Checklist Questions and Transferring to the Welcome Call Phone Line

  • Review the questions the homeowner responded “NO” to and provide any needed clarification.

  • Warm Transfer the homeowner to the “Welcome Call” phone line for a traditional welcome call to be completed.

    • Provide the homeowner’s name and property address to the receiving agent.

  • If there is an auto generated EBH ticket:

  • Note EBH Ticket:

    • Outcome of the call

    • Add the “DWC” label to the ticket.

    • Close ticket

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.

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.

STEP
ACTION

1

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.

If

Then

  • The phone number is incorrect

  • 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.

Proceed to step 2

  • Other contact information is incorrect- (misspelled name, address, unit number)

  • The call can be deemed successful if the installer completes an NCCO.

    • Update the customer’s information in the qualification phase

    • Use the Welcome Call Status task in M1 notify the installer to complete the NCCO

Hello,

This email is to notify you that the Welcome Call for [customer name and address] was completed, however the customer’s [enter incorrect information (i.e. name was misspelled)]. Please complete a No Cost Change Order (NCCO) to correct the information.

Please contact us if you have any questions at 833-830-0475 or send an email to support@goeverbright.com.

Thank you,

(Agent name)

Expand
titleMore Info

Leave a note in the Milestone Feed within the project: “Welcome call completed using the original welcome call checklist.”

Email the installer:

Copy the installer’s email address from the contract phase of the homeowner’s job.

Navigate to M1 in Operations phase on Engine.

Click on Welcome Call Status

Click on Send Email

Expand
titleSend email screenshot
tempsnip-20230613-151126.pngImage Removed

  • Add Installer's email address in Additional Recipients

  • Add a Custom Note:

Add the Installer’s email address in Additional Recipients

Add a custom note

tempsnip-20230613-151126.pngImage AddedImage Added

Proceed to step 2

  • If an update to email address is needed

  • 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.

    • Use the Welcome Call Status task in M1 notify the installer

      Hello,

      This email is to notify you that the Welcome

Call

    • Checklist for [customer name and address] was

completed, however the customer’s [enter incorrect information (i.e. name was misspelled)]. Please complete a No Cost Change Order (NCCO) to correct the information

    • rejected due to the homeowner’s email address being incorrect. Please cancel the workflow, update the email address in the qualification phase, re-quote, and send the updated contract for signature.

      Please contact us if you have any questions at 833-830-0475 or send an email to support@goeverbright.com.

      Thank you,

      (Agent name)

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.

Expand
title

Sending email for WC statusImage Removed

If an update to email address is needed

More Info

Leave a note in the Milestone Feed within the project: “Welcome call completed using the original welcome call checklist.”

Email the installer:

Copy the installer’s email address from the contract phase of the homeowner’s job.

Navigate to M1 in

the Qualification

Operations phase on Engine.

Click on Welcome Call Status

Click on Send Email

Add

Installer's

the Installer’s email

in Additional Recipients

  • Add a Custom Note:

    • Hello,

    This email is to notify you that the Welcome Checklist for [customer name and address] was rejected due to the homeowner’s email address being incorrect. Please cancel the workflow, update the email address in the qualification phase, re-quote, and send the updated contract for signature.

    Please contact us if you have any questions at 833-830-0475 or send an email to support@goeverbright.com.

    Thank you,

    (Agent name)

    address in Additional Recipients

    Add a custom note

    tempsnip-20230613-151126.pngImage AddedImage Added

    Proceed to step 2

    • For all other missed questions

    Proceed to step 2

    2

    • Warm Transfer the homeowner to the “Welcome Call” phone line for a traditional welcome call to be completed.

      • Provide the homeowner’s name and property address to the receiving agent.

      • Select the DWC Clarification Disposition in CXone

    • If there is an auto generated EBH ticket:

    • Note EBH Ticket:

      • Outcome of the call

      • Add the “DWC” label to the ticket.

      • Close ticket

    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).

     

    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!”

    • Select the Left Voicemail Disposition in CXone

    Note EBH Ticket:

    • Outcome of the call and attempt #

    • Add the “DWC” label to the ticket.

    • Determine # of outbound attempts and follow the decision matrix below.

    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

    ...

    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.

    Expand
    titleLanding page screenshot

    Note EBH Ticket:

    • Outcome of the call

    • Add the “DWC” label to the ticket.

    • Close ticket

    Stop

    If no,

    Thank the customer for taking your call.

    • Select the DWC Registration Disposition in CXone

    Note EBH Ticket:

    • Outcome of the call

    • Add the “DWC” label to the ticket.

    • Close 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!”

    • Select the Left Voicemail Disposition in CXone

    Note EBH Ticket:

    • Outcome of the call and attempt #

    • Add the “DWC” label to the ticket.

    • Determine # of outbound attempts and follow the decision matrix below.

    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

    ...

    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.

    Expand
    titleLanding page screenshot

    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.

    • Select the DWC Submission Disposition in CXone

    Note EBH Ticket:

    • Outcome of the call

    • Add the “DWC” label to the ticket.

    • Close ticket

    Stop

    If no,

    Thank the customer for taking your call.

    • Select the DWC Submission Disposition in CXone

    Note EBH Ticket:

    • Outcome of the call

    • Add the “DWC” label to the ticket.

    • Close ticket

    Stop

    Important:

    It is okay to follow the traditional welcome call process if the homeowner expresses difficulty with completing the welcome checklist online.

    Note: 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 1/17/2024 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!”

    • Select the Left Voicemail Disposition in CXone

    Note EBH Ticket:

    • Outcome of the call and attempt #

    • Add the “DWC” label to the ticket.

    • Determine # of outbound attempts and follow the decision matrix below.

    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

    ...

    STEP

    ACTION

    1

    ...