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Rafael Gonzalez

Deanna Collia

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Background: We may encounter scenarios where installers are not replying to homeowner’s or support staff calls/e-mails.

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Step

Action

1

  • Email the installer to advice of the homeowner’s concerns and advice the installer to contact the homeowner by phone (You can use the Quick Reply named as “Unresponsive Install“)

Info

Include phone number and best time to reach the homeowner

2

  • Add the Homeowner’s Email Address in the “CC” Field

3

  • If the installer made contact and the Homeowner is satisfied, thank the homeowner and close both (Email and related Case) by using the quick reply named as “Unresponsive Done”

Info

Make sure to include the proper case closure comments prior closing the case

If the Homeowner has not heard from the installer in 2 days:

1

Info

  • Assign to Sales

  • Referral Reason: Unresponsive Installer

  • Referral Comments: Provide short description of the issue

  • Populate the AM and Sales Manager Fields

Expand
titleLocating the AM and Sales Manager

Navigate to the homeowner’s account page and click on the Parent Account (Org)

 

image-20240828-195956.pngImage Added

The AM and the Sales Manager are located on the details page:

 

image-20240828-200040.pngImage Added

 

2

  • Work the case and close when complete

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Step

Action

1

  • If this is for a Concert/Beam Customer; Send the email to Risk@greentechrenewables.com instead of the actual Installer (You can use theQuick Reply named as “Unresponsive Beam“)

Note

DO NOT add the Homeowner in the “CC” Field for Concert/Beam Customers

2

  • Once we send the email to Green Tech Renewables; Create a Commitment Email in CXone to let the Homeowner know that we are currently working on obtaining updates by using the quick reply named as “Unresponsive Beam HO”

Info

We must generate this commitment once a week (This means that we will need to update the Homeowner once a week until we get an update or resolution from Green Tech Renewables.

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