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 or Homeowner Dashboard PowerBi for Beam customer:

  • Related table: Unable to locate contract in Engine Pipeline/Beam Customer

• 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 or Homeowner Dashboard PowerBi?

• 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 3

2

• Did customer verify the geographic information items above?

  • If yes, advise the caller the following and proceed to Step 4

    • English:

      “Thank you for verifying that information, I will gladly assist you today.”

    • Spanish:

      “Gracias por verificar la información, estaré encantado de ayudarle hoy.”

  • 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 5

4

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

5

• 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.