Page Comparison

1

• Create a Case on the Homeowner Contact record in Salesforce

2

• Confirm that the case is Related to the Installer and the Homeowner

(Click here to see how to relate)

3

• Reassign the case to the back-office queue (If request comes in from chat/phone)

(Click here to see how to reassign)

1

• Email the installer to

• advise of the homeowner’s concerns and

• advise the installer to contact the homeowner by phone

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 “Install-Complnt Done”

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

1

• Create a Case Assignment for the existing case

Referral Comment Template:

Hello,

The installer has been unresponsive in our outreach attempts to resolve the homeowners concern of ______. We would like your assistance in receiving a response or update from the installer regarding:

1. What are their recent communications with the homeowner? What does that look like? 

2. Have they addressed or contacted the homeowner about this specific concern previously? If not, what is their timeline? If so, what updates can they provide?

3. How do they plan to make this right for the homeowner? Or if they don’t, can they provide details on why along with any documentation/proof?

4. (Any other questions specific to the homeowners concern)

5. (If misrepresentation or fraud related) How did the sale occur (in person, remote, phone)? Who did the sales rep speak with? Do they have any documentation on this? How did they review the proposal or savings with the customer? What language was the sale in? How did the signature occur (homeowners device or reps device)?

Thank you,
(Agent name)

2

• Work the case and close when complete

1

• If this is for a Concert/Beam Customer; Send the email to Risk@greentechrenewables.com instead of the actual Installer

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”