Beam/Concert Customers (Any Milestone)

No

Inform the customer we are unable to cancel

M1

Yes

Verify and Authenticate

M1A

Yes

Verify and Authenticate

M1B - Invoice Not Uploaded

Yes

Verify and Authenticate

M1B - Invoice uploaded

No

Inform the customer tha we are unable to cancel the job, Because equipment has been ordered. We will submit the request to our Deal Processing team for approval

• Create a New Case

  • Primary Reason - Account Management - Cancellation

  • Case Description

    • Cancellation request - M1B with invoice uploaded

• Generate a Case Assignment for Deal Processing

  • Referral notes

    • Cancellation request - M1B with invoice uploaded

M2 - System Photos NOT Uploaded

• Ask the customer if Equipment has been installed in their Roof already

  • If YES:

    • Inform the customer we are Unable to cancel

  • If NOT:

    • Yes, We can cancel

Verify and Authenticate

M2 - System photos Uploaded

No

• Inform the customer we are unable to cancel

  • If determined to be an escalation, create a case per SOP

M3

No

1

• Always verify the person making the request prior to providing information on a customer account

2

• Determine if the job is eligible for cancellation

IF YES:

• Proceed to Step 3

IF NOT:

• Stop (The job cannot be cancelled)

3

• Verify and authenticate the request is coming from the Homeowner

IF YES:

• Proceed to Step 4

IF NOT:

• STOP, this job cannot be cancelled without the homeowner’s verified request

4

• Isthe job in “Cancel Pending” Status?

IF YES:

• Click “Reject All” and then “Submit Review”

• Then; go to step 5

IF NOT:

Go to Step 5

5

• Cancel the job in Engine

• Click the cancel workflow button in OPS phase

• Choose a reason for cancellation:

  • Homeowner Request

  • Cancellation

  • Milestone Aged

  • Failed Qualification

  • Product Change

  • Requested

  • Other

6

Update the homeowner’s record in Salesforce

• Navigate to the Homeowner’s Profile within Salesforce and leave a comment into the Feed with the reason of cancellation

7

Notify all contract signers, Installer & Homeowner

1. Create a new email in CXone, selecting the “Email-Homeowner OB” skill.

2. Address the email to the homeowner and CC all contract signers (Including the Installer).

3. Use the Quick Reply “Cancel-HO Email” template.

4. Fill in homeowner’s name, agreement number, today’s date, and the restore date.

5. Send the email and complete disposition notes.

1

• Is the job eligible for cancellation?

If YES:

• Proceed to step 2

If NO:

• STOP, this job cannot be cancelled

2

• Confirm the Cancellation request is coming from a Telegram

• Download the Attached Document

3

• On your PC, open “Documents”

• Locate the downloaded document and open the file (It should open automatically with Adobe Acrobat Reader as a PDF)

4

• Once in PDF; Click on “Fill & Sign”

5

• Click on “Add Signature”

6

• Type “Kristi Traugh” as the name on the new signature

• Then click on “Apply”

7

• Add the signature created into the “Signature of Receiving Attendant” Field and click to paste it

8

• Once the signature has been added, hover your mouse over each of the following fields and click to add the signature box in the corresponding area

9

• Type the following information:

• Save the file

10

• Reply to the email making sure that the Telegram’s Email Address and the correct Recipients are in there:

Recipients (Contract Signers):

• To: Operations@americantelegram.com

• CC: Include the Homeowner’s Email and the rest of contract signers in the CC field

Return to Process and complete cancellation of the job in Engine

1

• The Installer HAS the “Cancel Workflow” Button available in the Engine Platform from the Operations Phase

1. Guide the Installer to cancel the workflow by clicking the “Cancel Workflow” button

• The installer must choose a reason from the dropdown menu for the cancellation

  • Homeowner Request

  • Cancellation

  • Failed Qualification

  • Product Change

  • Requested

  • Other

2

• The Installer does NOThave the “Cancel Workflow” button available in Engine

• We can process the request from the homeowner on eligible jobs with either:

  • An email from the homeowner’s email address on record

  • OR using the 4-digit verification code

Return to Process