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Rafael Gonzalez

Rafael Gonzalez

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Background: A milestone deadline is coming up or is expired and an installer is requesting an extension. The installer will have a message with a yellow banner (if approaching) or red (if expired).

video_1280 milestone extension.mp4

Table of Contents:

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Step

Action

Reference Image

1

  • Navigate to the Qualifications phase and click on the green credit button corresponding to the product for the workflow. Locate the Expiration date under the credit:

2

If the credit has expired, DP will not approve an M1 extension. The installer needs to cancel the workflow, requote, rerun credit, generate a new contract, and complete all milestone tasks:

  • Reply to the Installer by using the following script:

'Hello,

The credit qualification is expired; therefore, we are unable to grant a milestone extension for M1. To proceed, you will need to re-run credit, create a new quote and contract, and complete all milestone tasks per the new workflow inclusive of the welcome call.

Regards,'

Info

If the previous contract was generated using expired pricing, the installer will have to requote with updated pricing. EB will not honor expired pricing for pre-M1 cancellations.

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Step

Action

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1

  • Navigate to the milestone needing an extension.

    • confirm the extension request toggle is available.

    • If in M2 or M3 - No extensions will be granted

  • Back in the ticket, ‘reply to customer’ with the following canned response with a screenshot included:

Hello,

Thank you for contacting EverBright support. We are pleased to inform you that milestone extensions can be requested in the Operations phase of the platform. Please follow the instructions below to submit your request:

  1. Navigate to the Operations phase of your workflow.

  2. Select the milestone needing an extension.

  3. Click on the ‘Request Milestone Extension’ task.

  4. A window will pop up allowing you to add others to the request and/or leave a custom note for deal processing.

  5. Click ‘Send’

That’s it! An extension request will automatically be sent to deal processing for review. No further action is required on your part. Please allow 1-2 business days to complete the review. The result will be posted in the milestone feed section of the platform (see screenshot below for details). We are closing this ticket. Feel free to reach out if you need additional assistance.

Regards,

2

  • Once the milestone extension request has been sent to DP, the ticket can be closed.

    1. Resolution type - account management

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No M2 extensions will be granted. This will impact all current and future workflows. Any workflow that is past the 270-day deadline will be canceled. To continue, the customer will need to rerun credit, requote using updated pricing, and sign a new agreement.

IF

Action

If a Sales rep is requesting an M2 extension

  • They should be referred to their installer only. Do not refer to the AM under any circumstances.

If an Installer is requesting an M2 extension

  • And there are extenuating circumstances, advise the installer to contact their Account Manager, create a Jira ticket, and tag the Account Manager in the ticket and ask them to review it.

If an Account Manager is requesting an extension of M2

  • the agent should create a Jira ticket, if one has not been created already. Advise the Account Manager only to reach out to Richie Slaney (Unlicensed) and close the ticket.

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