Background: Support Agents may encounter inquiries from homeowners regarding high utility bills savings-related concerns or thinking their system “Is not working”
This document serves as a guide for effectively troubleshooting these inquiries. It outlines the primary reasons behind savings-related questions and assists agents in navigating the troubleshooting process. Additionally, it emphasizes the importance of utilizing all available resources to provide homeowners with clear explanations about solar production and consumption
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It is essential for Front-Line Agents to assist customers by first identifying potential root causes before offering a response or resolution to the homeowner's concern.
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Please remember that when we receive customer inquiries about high utility bills, savings concerns, or someone thinking their system “is not working” it’s essential to understand the situation by considering both the customer’s information and our system data.
Identifying common triggers and knowing how to use the available tools and resources are vital for effectively assisting customers.
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| title | UNDERSTANDING COMMON CAUSES: |
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Understanding Common Triggers:
Inquiries related to solar savings typically arise from a few common triggers. By recognizing these triggers, agents can more accurately identify the issues and communicate solutions to homeowners.
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The following information is intended as guidance for identifying common triggers. It should NOT be used as a script to read to homeowners.
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Topic
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Description
Utility Bill/Utility Costs
Homeowners may not understand why they are still receiving utility bills despite having solar
Solar Systems can reduce electricity bills, but they do not eliminate them completely, especially if the household consumption exceeds what the system is producing. For instance, during peak hours, if a family uses a lot of electricity this increases usage from the grid which results in higher bills. Even if the customer consumes no electricity from the utility, they will often still receive a small utility bill with base customer charges.
Shading and Landscaping changes
System production was estimated based on the shading calculated at the time the system was designed
Trees and other landscaping may have grown taller, thicker, which is producing more shading - affecting the system’s production. Regularly assess the shading on the system, at different times of the day, and during different seasons to see if that could be affecting the system's production.
Consumption Habits Change
Increased energy usage after getting solar
Some people consume more energy after installing solar panels. This is known as the solar rebound effect, which describes the increase in energy consumption relative to the amount of energy generated by the solar panels.
Change in Energy Needs
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Changes in household energy consumption, such as adding new appliances or more people in the home during certain periods
Energy usage could significantly increase due to additional appliances or more people in home, such as during summer months when kids are home and using more electricity
Timing of Energy Use
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Using energy during peak utility rate times or when the sun is not shining
Using energy-intensive appliances like washing machines and dishwashers during the night or peak rate periods can affect your utility bill. Running these appliances during the day (when the solar system is producing energy) could increase savings
Seasonal Fluctuations
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Seasonal weather variations affecting solar production and savings
Seasonal changes can influence solar production. For instance, during rainy or cloudy months the solar system will produce less energy, leading to higher utility bills. Similarly, Hot summer days can increase the energy demand, especially for cooling
Net Metering Billing Structures
Lack of understanding of the credits received for the excess electricity sent to the grid
(If Applicable) Net metering allows the homeowner to earn credit for the excess energy the system sends back to the grid. However, in some areas these credits are reconciled annually. This means that we might not see immediate savings but will benefit over the year
Certain Virtual Power Plant (VPP) Events - Based on your battery configuration and usage
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Using more Power from the grid during VPP events if the battery does not recharge adequately
During VPP events, batteries may drain more quickly, leading to increased energy use from the grid, rather than the battery during peak hours. While this can temporarily raise bills, participating in a VPP program allows customers to earn credits that will more than offset these added utility costs.
Equipment Installation on the Wrong Meter
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Discrepancies in Energy usage and savings if the system is connected to the wrong meter
If the solar system is connected to the incorrect meter, this may explain discrepancies in the utility bills. In such cases, Support can arrange for a technician to assess and resolve the issue.
CT (Current Transformer) Installation Issues
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Missing or Incorrectly installed CT clamps can result in inaccurate energy usage data
System’s monitoring data could seem inconsistent due to a missing or incorrectly installed CT clamp, which can reflect accurate energy tracking
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| title | TOOLS & RESOURCES |
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Tools & Resources
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If you understand the Introductory Guidance, Proceed with the Checklist procedure below: |
Checklist Procedure:
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Step
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Action
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1
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Customer contacts Support regarding a savings-related issue
Verify the customer’s information through SalesForce by following the “Authentication Policy”
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Once Authenticated listen carefully to the Homeowner’s concern and take notes |
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2
After properly authenticating and understanding the homeowner's concern, let the customer know that you are happy to assist with this matter
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Ask the customer for permission to place them on hold while you verify their system and account information.
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Agents must complete the entire checklist before reaching out to the customer again, except for brief updates every 2 minutes about the research. |
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3
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Is there an open case related to the homeowner’s concern?
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IF YES:
Review the updated information carefully.
Inform the customer about the latest update.
If the customer is satisfied with the update, no further action is needed.
If the customer is not satisfied:
Tag the case owner in the case “Feed.”
Ask the case owner to contact the customer for additional details.
Let the customer know that an internal request has been submitted and they should be expecting a call back from the case owner during the next 24-48 hours
IF NOT:
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4
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Is the Job M3 Approved?
IF YES:
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IF NOT:
Let the customer know that once their system is activated, they will start enjoying the benefits of solar. Also, it's important to consider seasonal changes, climate variations, and energy usage fluctuations throughout the year, as these factors will give a more accurate comparison based on a full year of data from the utility company. However, they may start seeing savings before that full year if the energy consumption is lower than what their system produces, if so; they should notice savings in the coming months
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5
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Is the system running correctly and communicating production to us?
IF YES:
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IF NOT:
This may be the reason why the customer has a high utility bill
IF PPA:
Refer the customer with our Service Department (Omnidian)
Provide our Service Department’s information and warm transfer to them (If it is a phone call)
Provide our Service Departments Information (If it is a Chat or Email)
NOTE:
Omnidian will facilitate communication between the homeowner and the installer.
If the customer states that they have already spoken with Omnidian, or Omnidian transfers them to us, we must (As part of the O&M process) create a SalesForce case with the O&M team to troubleshoot further
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IF RIC:
Refer the customer to their contract package for details about their manufacturer and Installer waranties
However: You can still help the customer by educating them with additional Production/Cost Savings-related information (Go to Step 6)
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6
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Does the customer have a battery?
IF YES:
Check if the Customer manufacturer’s profile is correct
SolarEdge (Click Here)
Enphase (Click Here)
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IS THE PROFILE CORRECT?
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If YES: Go to Step 7
If NOT: Is the customer’s profile programmed differently because they are in a VPP?
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NO: Escalate to a Resolution Lead to update their battery profile by following the Escalation SOP
Go back with the customer and let them know that we will create an internal case to help them setting up the currect battery profile and address the high utility bill concern too (Ask the customer to please send us the supporting Utility Bill Document at (support@myeverbright.com)
IF NOT:
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7
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Is the customer in California?
IF YES:
Ask the Customer if they are on NEM 3.0?
(This information will be in their utility bill)
NO or Customer Unsure: Go to Step 8
YES: Customer may not have been informed how the tariff or their Net Meter works
Provide the following explanation to the customer:
Instead of a 1 to 1 ratio of receiving the rate they pay for the energy they export, it is a variable and different hour by hour and day by day.
If the customer only has solar, they may be exporting more energy than they can use, and then paying more during their time of use window.
We Understand that is frustrating, we recommend having a battery to store energy to use in that time of use window
IF NOT:
Go to Step 8
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8
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Has it been a full year of them using solar power?
IF YES:
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Background: Support Agents may encounter inquiries from homeowners regarding high utility bills savings-related concerns or thinking their system “Is not working”
This document serves as a guide for effectively troubleshooting these inquiries. It outlines the primary reasons behind savings-related questions and assists agents in navigating the troubleshooting process. Additionally, it emphasizes the importance of utilizing all available resources to provide homeowners with clear explanations about solar production and consumption
| Note |
|---|
It is essential for Front-Line Agents to assist customers by first identifying potential root causes before offering a response or resolution to the homeowner's concern.
|
Please remember that when we receive customer inquiries about high utility bills, savings concerns, or someone thinking their system “is not working” it’s essential to understand the situation by considering both the customer’s information and our system data.
Identifying common triggers and knowing how to use the available tools and resources are vital for effectively assisting customers.
...
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Understanding Common Triggers:Inquiries related to solar savings typically arise from a few common triggers. By recognizing these triggers, agents can more accurately identify the issues and communicate solutions to homeowners.
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Tools & Resources |
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If you understand the Introductory Guidance, Proceed with the Checklist procedure below: |
Checklist Procedure:
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| Ask the customer for permission to place them on hold while you verify their system and account information.
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IF NOT:
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5 |
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IF NOT:
IF PPA:
NOTE:
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6 |
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IF NOT:
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7 |
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IF NOT: Go to Step 8 | |||||||||||||||||||||||||||||||||||||||||||||||||||
8 |
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IF NOT:
Elevate to a Resolution Lead by following the “Escalation SOP” Stop IF NOT:
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