STEP

ACTION

1

• Use the table below to determine the next steps:

IF:

THEN:

• 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.

• Log into Engine

• Locate the homeowner’s job.

• Review the “Welcome Checklist Upload” UTC link.

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

• A support ticket was received for a homeowner who failed the welcome checklist but did not contact Support.

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.

• Log into Engine

• Locate the homeowner’s job.

• Confirm that the homeowner has failed the Welcome Checklist (toggle will not be selected)

Follow the steps for contacting and helping a homeowner with a failed welcome checklist

• Homeowner refuses to complete the Digital Welcome Checklist.

Background: When a homeowner refuses to complete the DWC and would prefer to perform a traditional welcome call.

• Log into Engine

• Locate the homeowner’s job.

• Complete a traditional welcome call with the homeowner.

Refer to How to Handle a Traditional Welcome Call.

The installer is requesting a traditional welcome call or is asking why the welcome call upload button is not on the platform. 

Reminder: Installers will no longer have the option to manually upload the homeowner’s recorded Welcome Call beginning 02/27/2024.

The agent should redirect the installer to having the homeowner register on the MyEverBright portal and complete the DWC.

• Document the reason for the call.

• Use the ‘Installer WC Inquiry’ disposition.

• Note the installers org in the disposition notes.

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

• 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 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!”

• 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

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.

Return to Process

STEP

ACTION

1

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 job in Engine and the “Welcome Checklist Complete” item will be toggled.

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. The checklist will be uploaded into the homeowner’s job in Engine and will indicate that it is a failed Welcome Checklist, and the “Welcome Checklist Complete” item will NOT be toggled.