Content Comparison

1

• Authenticate the customer and reference the following table to determine if a Concert/Beam customer: How to verify the type of customer and status

• Is the customer a Concert/Beam customer?

  • If yes, process to Step 2

  • If no, follow the appropriate SOP and Stop

2

CUSTOMER’S CONCERN

ACTION

• Status of job

• Reference the following table: How to verify the type of customer and status

• Escalation from Concert Customer Support

• Reference the following SOP: When and How to Escalate Complaints and Sensitive Concerns

• Unresponsive Installer

• Reference the following SOP: Installer Unresponsive to Homeowner or Support

• Concert/Beam Products

  • Concert Level Pay

  • Concert 12-3 Flex

• Reference the following SOP for more information: Payments and Amortization of EverBright Products

• Billing and Payments

• Reference the following SOP: Transferring calls to Launch/Account Servicing

• Maintenance

• Repairs

• Damages

• System outage

• Reference the following SOP: Customer System Maintenance/Monitoring/Access Troubleshooting

3

Was the caller’s concern(s) resolved?

• If yes, enter disposition notations and Stop

• If no, follow the appropriate SOP based on their additional concern(s)

Did you know that Beam is another software platform like Engine? We are financing specific Beam jobs with the relationship we used to have with Concert/Beam.

 What does this really mean? It means that all financing relating questions regarding a concert/beam customer is OUR responsibility. They are our homeowners for years (25+). 

 Do Beam/Concert Customers use Omnidian? They do NOT! These are similar to RICs in the fact we do not provide maintenance on them.

 How are they financed? https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2735243427/Payments+and+Amortization+of+EverBright+Products?search_id=e4506e8f-5102-401a-8c8b-cc4a092a6659

 Where do I see them? Power BI ---> HO Dashboard ---> Beam. You can also log into the homeowners myeverbright portal to find Beam customers and their contracts  

 Can you transfer them to Omnidian? This is a Concert/Beam RIC customer. They do not use Omnidian.

 Okay, so we own the financing.... what if they have installation or installer complaints? Great Question!! These are ALL addressed with risk@greentechrenewables.com. Concert support (support@concertfin.com) IS NOT HOMEOWNER FACING. ALL requests will need to be resolved with risk@greentechrenewables.com. Additionally, risk will also NOT reach out to homeowners. EverBright is the liason between homeowners and risk@greentechrenewables.com and risk@greentechrenewables.com is the liason between us and the installer. Risk will reach out to a Concert Installer for us but not a homeowner. We should only communicate with the homeowner, not the installer, just homeowner and risk!