STEP

ACTION

1

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)

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 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)

Proceed to step 2

• For all other missed questions

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

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 ticket:

• Note in the Ticket:

  • Outcome of the call

  • Add the Request Type: Digital Welcome Checklist

  • Add the “DWC” label to the ticket.

  • Close ticket

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 in the support ticket:

• Outcome of the call and attempt #

• Add the Request Type: Digital Welcome Checklist

• 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 5^th attempt

Notify the installer of our inability to connect with the homeowner

Close the 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
title Landing page screenshot

Note in the support ticket:

• Outcome of the call

• Add the Request Type: Digital Welcome Checklist

• 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 in the support ticket:

• Outcome of the call

• Add the Request Type: Digital Welcome Checklist

• 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 in the support ticket:

• Outcome of the call and attempt #

• Add the Request Type: Digital Welcome Checklist

• 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 5^th attempt

Notify the installer of our inability to connect with the homeowner

Close the 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
title Landing 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 in the support ticket:

• Outcome of the call

• Add the Request Type: Digital Welcome Checklist

• 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 in the support ticket:

• Outcome of the call

• Add the Request Type: Digital Welcome Checklist

• 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 in the support ticket:

• Outcome of the call and attempt #

• Add the Request Type: Digital Welcome Checklist

• 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 5^th attempt

Notify the installer of our inability to connect with the homeowner

Close EBH ticket

Stop