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 prior to transferring the call to the welcome call line. 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.

Homeowner with a PPA asks for clarification regarding hail damage.

Response: We will be adjusting our welcome call script to remove the word "Hail", as hail is a covered damage expense. Please refer to the section of your contract that details the Insurance (Section 14 section b). The Power Purchase Agreement contract is a binding agreement between Everbright and yourself. You may proceed with the job under the terms the contract provisions or wait until we correct our Welcome Call Script to adjust the verbiage, either way Hail will be covered. Feel free to reach back out for any further clarification.

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.

    • Also provide the WC agent with any updates to the customer’s contact information (i.e., phone number, name, address, etc.)

  • Select the DWC Clarification Disposition in CXone

• The If there is an auto generated emailticket:

• Note in the EmailTicket:

  • Outcome of the call

    • Click the ‘+' next to 'New Commitment’.

    • Enter the homeowner's info.

    • Use the ‘DWC Clarification’ disposition from the dropdown.

    • Enter the outcome of the call in the ‘Notes’ and ‘Save’.

• • 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 contacts Everbright because they failed the Digital Welcome Checklist.

Advise:

Thank you for contacting EverBright. I will be assisting you today with providing clarification on the questions you are unsure about. This checklist is required to be completed with an answer of “YES” to all questions to move forward with your solar project.

Follow the steps for providing clarity to failed welcome checklist questions and transferring to the Welcome Call phone line.

Important: Please do not stay on the phone with the homeowner. Warm Transfer the homeowner to the “Welcome Call” phone line for a traditional welcome call to be completed.

The agent contacts the homeowner because the homeowner failed the Digital Welcome Checklist, and the homeowner answers the call.

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: Please do not stay on the phone with the homeowner. Warm Transfer the homeowner to the “Welcome Call” phone line for a traditional welcome call to be completed.

The agent contacts the homeowner because the homeowner failed the Digital Welcome Checklist, and the homeowner does not answer and/or the agent 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!”

• Schedule a commitment by clicking 'Commit” at the top.

• Click the ‘+' sign to add 'New Commitment’.

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

• Adhere to outbound call time restrictions.

• Schedule a callback commitment in CXOne

• Enter a note with the following details:

  • Project Address

  • Homeowner’s Name, as it appears on the agreement.

  • Homeowner’s Phone Number

  • Outcome of the call and attempt #

STEP

ACTION

1

• Copy the Installer’s email address from the contract phase in the homeowner’s job.

• Navigate to Milestone 1 in the Operations phase of the customer’s job.

• Click on Welcome Call Status

• Click on Send Email

Expand
title Send Email screenshot
Image Added

• Add the Installer’s email address in “Additional Recipients.”

• Add a Custom Note:

Hello,

We have not been able to speak with (homeowner name) to complete the required digital welcome checklist. Please contact the homeowner and advise them to call us at 833-830-0475 to complete the checklist. We are available every day of the week from 9am to 11pm Eastern Time.

Thank You,

(Agent name)

Question

Answer

Are you aware that by making larger or additional payments before the end of the 18^th month your account is active, the amount due for your subsequent monthly payments may be reduced?

Your solar financing payments are re-amortized once at month 18. If you make only the buydown payment (by month 18), your subsequent payments will be $X.XX. In addition to the buydown, if you choose to make extra or larger payments before month 18, your subsequent payments will be lower than $X.XX.

Your agreement states that if you choose not to exercise the buydown option and you pay by ACH, you will have 18 monthly payments of $X, 281 monthly payments of $X, and then 1 additional payment of $X. Is that correct?

Your solar financing payments are re-amortized once at month 18. If you make only the buydown payment (by month 18), your subsequent payments will be $X.XX. If you choose not to make a buydown payment, your payment will be $X.XX when the loan re-amortizes.

The annual percentage increase for your price per kilowatt hour is X%. Is that correct?

If the customer questions why the price is increasing yearly (PPA’s)

It’s simply how the pricing is structured. The escalator is similar to inflation. While circumstances differ utility by utility, generally speaking, energy prices have increased steadily over time. The difference with the PPA is you know exactly what your future rate will be as it is pre-negotiated and it is a modest [X.X]%.

Do you understand that you will have utility charges and may still have to purchase additional electricity from the utility?

Customers don’t understand why they might still have a utility bill

Peak electricity consumption generally happens in the late afternoon/evening hours, combined with the fact that your solar system only generates electricity during daylight hours. Therefore, unless you have battery storage and/or backup, you will need to pull electricity from the grid during other parts of the day in order to provide power to your home.

The customer is asking for clarification about the “Hail” damage with a PPA.

We will be adjusting our welcome call script to remove the word "Hail", as hail is a covered damage expense. Please refer to the section of your contract that details the Insurance (Section 14 section b). The Power Purchase Agreement contract is a binding agreement between Everbright and yourself. You may proceed with the job under the terms the contract provisions or wait until we correct our Welcome Call Script to adjust the verbiage, either way Hail will be coveredthat you will have utility charges and may still have to purchase additional electricity from the utility?

Customers don’t understand why they might still have a utility bill

Peak electricity consumption generally happens in the late afternoon/evening hours, combined with the fact that your solar system only generates electricity during daylight hours. Therefore, unless you have battery storage and/or backup, you will need to pull electricity from the grid during other parts of the day in order to provide power to your home.

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