STEP

ACTION

1

If

Then

• The phone number is incorrect.

• The agent should ask for the correct phone number and update it in the qualification phase prior to transferring the call to the welcome call line. The call can be deemed successful.

Proceed to step 2

• Other contact information is incorrect- (misspelled name, address, unit number)

• The call can be deemed successful if the installer completes an NCCO.

  • Update the customer’s information in the qualification phase.

  • Use the Welcome Call Status task in M1 notify the installer to complete the NCCO.

Hello,

This email is to notify you that the Welcome Call for [customer name and address] was completed, however the customer’s [enter incorrect information (i.e. name was misspelled)]. Please complete a No Cost Change Order (NCCO) to correct the information.

Please contact us if you have any questions at 833-830-0475 or send an email to support@goeverbright.com.

Thank you,

(Agent name)

Proceed to step 2

• If an update to email address is needed

• Tell the homeowner that we are not able to complete the Welcome Call and that the Installer should be reaching out to them to clarify any details.

  • Use the Welcome Call Status task in M1 notify the installer:

    Hello,

    This email is to notify you that the Welcome Checklist for [customer name and address] was rejected due to the homeowner’s email address being incorrect. Please cancel the workflow, update the email address in the qualification phase, re-quote, and send the updated contract for signature.

    Please contact us if you have any questions at 833-830-0475 or send an email to support@goeverbright.com.

    Thank you,

    (Agent name)

Proceed to step 2

• For all other missed questions

• Review the questions the homeowner responded “NO” to and provide any needed clarification.

Proceed to step 2.

Homeowner with a PPA asks for clarification regarding hail damage.

Response: We will be adjusting our welcome call script to remove the word "Hail", as hail is a covered damage expense. Please refer to the section of your contract that details the Insurance (Section 14 section b). The Power Purchase Agreement contract is a binding agreement between Everbright and yourself. You may proceed with the job under the terms the contract provisions or wait until we correct our Welcome Call Script to adjust the verbiage, either way Hail will be covered. Feel free to reach back out for any further clarification.

2

2

• Warm Transfer the homeowner to the “Welcome Call” phone line for a traditional welcome call to be completed.

  • Provide the homeowner’s name and property address to the receiving agent.

    • Also provide the WC agent with any updates to the customer’s contact information (i.e., phone number, name, address, etc.)

  • Select the DWC Clarification Disposition in CXone

• The auto generated email:

• Note in the Email:

  • Outcome of the call

    • Click the ‘+' next to 'New Commitment’.

    • Enter the homeowner's info.

    • Use the ‘DWC Clarification’ disposition from the dropdown.

    • Enter the outcome of the call in the ‘Notes’ and ‘Save’.

• Close the email.

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STEP

ACTION

1

Contact homeowner by phone.

IF:

THEN:

Homeowner contacts Everbright because they failed the Digital Welcome Checklist.

Advise:

Thank you for contacting EverBright. I will be assisting you today with providing clarification on the questions you are unsure about. This checklist is required to be completed with an answer of “YES” to all questions to move forward with your solar project.

Follow the steps for providing clarity to failed welcome checklist questions and transferring to the Welcome Call phone line.

Important: Please do not stay on the phone with the homeowner. Warm Transfer the homeowner to the “Welcome Call” phone line for a traditional welcome call to be completed.

The agent contacts the homeowner because the homeowner failed the Digital Welcome Checklist, and the homeowner answers the call.

Advise:

“Hello (Homeowner Name),

I am calling from EverBright Support to discuss the questions on your recently completed Welcome Checklist. This checklist is required to be completed with an answer of “YES” to all questions to move forward with your solar project. I will be assisting you today with providing clarification on the questions you are unsure about.”

Follow the steps for providing clarity to failed welcome checklist questions and transferring to the Welcome Call phone line.

Important: Please do not stay on the phone with the homeowner. Warm Transfer the homeowner to the “Welcome Call” phone line for a traditional welcome call to be completed.

The agent contacts the homeowner because the homeowner failed the Digital Welcome Checklist, and the homeowner does not answer and/or the agent receives voicemail.

Advise:

“Hi (Customer Name), this is (Agent’s Name) from EverBright Homeowner Support. We are calling to discuss the questions on your recently completed Welcome Checklist. Please give us a call back at 833-830-0475. We are open every day from 6 AM to 8 PM Pacific Time / 9 AM to 11 PM Eastern Time. We look forward to hearing from you!”

• Schedule a commitment by clicking 'Commit” at the top.

• Enter the homeowner information, notes, and save.

• Select the ‘OB DWC/WC No Answer’ Disposition

• Close the email by clicking ‘Proceed’.

IF:

THEN:

If there have been less than 5 outbound attempts

Arrange a Callback Commitment for Digital Welcome Checklist Outbound Support for the following business day.

Stop

If this is the 5^th attempt

Notify the installer of our inability to connect with the homeowner.

Close the ticket.

Stop