Page Comparison

1

• Using the following table for suggested scripting based on type of customer and contact method prior to addressing the customer’s concerns to authenticate the customer account information from Engine Pipeline:

• Phone call

Homeowner

To be able to further assist you, please verify the following information:

• Full Name

• Full Address- including City, State, and Zip Code

• Phone number

and proceed to Step 2

Installer

To be able to further assist you, please verify the following information:

• Full Name

• Organization Name

• Email address

and proceed to Step 3

• Chat

• Does the information provided in the text box by the customer match the customer account information from Engine Pipeline?

• If yes, proceed to Step 2

• If NO, advise the customer the following depending on what information was not verifiable and the type of customer:

Homeowner

To be able to further assist you, please verify the following information as it is on your contract:

• Full Name

• Full Address- including City, State, and Zip Code

• Phone number

• Email address

and proceed to Step 2

Installer/Sales Representative

To be able to further assist you, please verify the following information as you are registered with your organization:

• Full Name

• Organization Name

• Email address

and proceed to Step 23

2

• Did customer verify the geographic information items above?

  • If yes, proceed to Step 4

  • If no, proceed to Step 5

3

• Verify if the installer/sales representative has access to the specific job/phase using the following table: How to verify if installer/sales representative has access to a job/phase in Engine Pipeline

• Does installer/sales representative have access?

  • If yes, proceed to Step 4

  • If no, proceed to Step 4

• • 5

4

• Authentication is successful so proceed with interaction, following appropriate SOP(s).

45

• Advise the customer the following:

  • If contract holder, homeowner, an authorized person on behalf of the contract holder: “Unfortunately, we are not able to validate the information you have provided so we are unable to proceed with your request. Please contact us back Monday - Friday from 6:00 am - 8:00 pm PST and Saturday from 8:00 am - 5:00 pm PST once you are able to verify that information.”

  • If installer/sales representative:

“Unfortunately, we are not able to validate the information you have provided having access to this specific [job, job phase] so we are unable to proceed with your request. Please contact us back Monday - Friday from 6:00 am - 8:00 pm PST and Saturday from 8:00 am - 5:00 pm PST once you are able to verify that information with your organization administrator.”

• Enter disposition notations and Stop.

1

• Log into Engine Pipeline and locate customer’s contract the caller is inquiring about

2

• Click on ‘More Options’ at the top right-hand corner

• Click on ‘Log In As’

3

• Input Organization and User information of installer/sales representative

• Click on ‘Log In’

4

• Verify screenshots below to determine if user has access to specific job/phase