Page Comparison

1

• Homeowner will contact us complaining because the Solar system has been installed on the wrong meter

2

• Check in SalesForce for any Open Case related with the Homeowner’s Complaint

• Is there an Open Case?

  • IF YES:

    • Tag the Case Owner in the case Feed asking to please contact the customer back with new updates

    • Let the customer know that there is an open case and that the case owner will be contacting them back as soon as possible within the next 24-48 Business hours

  • IF NOT:

    • Go to Step 3

3

A new case will be needed, so we first need to gather the following:

• Ask for the Meter Number where the solar system is currently tied in

• Where is the correct meter located?

• What is the Correct Meter Number where the solar system should be tied to?

• Has the customer already tried to contact the Installer regarding this concern?

IF YES:

• Ask and take note if the Installer has provided a timeframe for repair and if there is someone specific handling the case

  • Then; Go to Step 4

IF NOT:

• Go to Step 4

4

• Create a Case in Sales Force

5

• Create a Case Assignment and assign to the Resolution Team

(How to create a Case Assignment)

6

• Tell the customer that a new case has been created for further investigation and we will be contacting them back within the next 24-48 business hours

  • Then Stop

1

• Verify the following details in Engine:

2

• If you've confirmed that the solar system is installed on the wrong meter, follow these steps:

• Submit a request to pause billing for the system until the issue is resolved by following the Payment Modification procedure from the “How to Handle Escalations to Revenue Protection” SOP

3

• Email the installer to advise of the homeowner’s concerns and advise the installer to contact the homeowner by phone

Hello,

Mutual Customer, _____, at address, _________, reached out with a concern of Solar System installed on the wrong meter. We would like your assistance in receiving a response or update regarding this complaint along with the below questions. They can be reached at _____.

1. Do you have recent communications with the homeowner? What does that look like?

2. Have you addressed or contacted the homeowner about this specific concern? If not, why? If so, what updates can you provide

3. How do you plan to make this right for the homeowner? Or if you do not feel they need to, can you provide details on why along with any documentation?

4. (Insert any other specific homeowner related concern question)

Thank you,
(Agent name)

4

• Email the homeowner to advise that we reached out to the installer and also provide them the installers escalated contact information.

5

• 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,

Mutual Customer, _____, at address, _________, reached out with a concern of Solar System installed on the wrong meter. We would like your assistance in receiving a response or update regarding this complaint along with the below questions. They can be reached at _____.

1. Do you have recent communications with the homeowner? What does that look like?

2. Have you addressed or contacted the homeowner about this specific concern? If not, why? If so, what updates can you provide

3. How do you plan to make this right for the homeowner? Or if you do not feel they need to, can you provide details on why along with any documentation?

4. (Insert any other specific homeowner related concern question)

Thank you,
(Agent name)

2

• Work the case and close when completed

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”

1

• Create a Case Assignment for the existing case

Referral Comment Template:

Hello,

Mutual Customer, _____, at address, _________, reached out with a concern of Solar System installed on the wrong meter. We would like your assistance in receiving a response or update regarding this complaint along with the below questions. They can be reached at _____.

1. Do you have recent communications with the homeowner? What does that look like?

2. Have you addressed or contacted the homeowner about this specific concern? If not, why? If so, what updates can you provide

3. How do you plan to make this right for the homeowner? Or if you do not feel they need to, can you provide details on why along with any documentation?

4. (Insert any other specific homeowner related concern question)

Thank you,
(Agent name)

2

• Work the case and close when completed