Page Comparison

1

• Authenticate the customer and gather the following information:

1. Name

2. Type of customer (contract holder/homeowner/authorized person or installer/sales rep)

3. Property address

4. Reason of call

5. Fill out the following form: Post Launch Call Volume Tracker

• Review Launch Servicing Inquiries to determine if the customer should be referred to Account Servicing:

  • If yes, proceed to Step 2

  • If no, follow applicable process

Info

Portal account registration: Customer will need the Launch account number provided on https://goeverbright.atlassian.net/wiki/x/CQCdvg. The welcome letter has been sent electronically to customers enrolled actively on email communications as of Sunday 05/05/2024 and was sent to all customers by regular USPS mail as of Monday 05/06/2024. If the customer has not received the welcome letter and doesn’t want to wait, proceed with this SOP. Collections such as late payment reporting/charges is suspended temporary for 30 days. Related SOP: Launch Portal Registration Assistance

2

Using the following table, has M3 been approved? How to verify if M3 has been approved

IF:

THEN:

• M3 has been approved

• Proceed to Step 3

• M3 has NOT been approved

• DO NOT refer customer to Account Servicing and follow applicable process

3

IF:

THEN:

• Customer is installer or sales rep

• The Account Servicing phone number can be provided but reiterate that the call should come from the homeowner or an authorized person on the contract only.

• Proceed to Step 5

• Customer is contract holder/ homeowner/authorized person on behalf of the contract holder

• Proceed to Step 4

4

• Is Account Servicing available (Weekdays 5:00AM to 5:00PM PST)?

  • If yes, COLD TRANSFER to Account Servicing byTransferring a Call in CXone

    • Enter disposition notations with billing disposition notations and Stop

  • If no, proceed to Step 5

5

1. Provide customer with Account Servicing phone number and hours of operation:

Account Servicing and Billing: 1-833-353-0583 Weekdays 5:00 AM – 5:00 PM PST.

2. Enter disposition notations with billing disposition notations and Stop.