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Background: A workout plan is to assist homeowners with reaching PTO when an installer goes out of business or is struggling to complete their pipeline/jobs. These homeowners are typically reassigned to a new installer and if payments are due before PTO, these payments are paused.

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Step

Action

1

  1. Name

  2. Type of customer (contract holder/homeowner/authorized person or installer/sales rep)

  3. Property address

  4. Reason of call

and proceed to Step 2

2

Follow the following steps to determine if the customer’s job is part of a workout plan:

  • Log into Engine Pipeline

  • Navigate to the pipeline job and view the ‘Contract’ phase to view the original installer’s name by checking the email domain of the ‘Contractor’

Expand
titleMore Info / Screenshots

Screenshot #1:

image-20240603-144650.png

Screenshot #2:

image-20240603-144727.png

Note

Electriq Power (Out of business): EverBright is currently reaching out to customers who are not M3 approved and working on a solution. If the customer contacts EverBright regarding their project, refer to the following steps:

  1. Advise the caller, "Thanks so much for that information. Let me transfer you over to our Lead Resolution Specialist Team for the most up-to-date information." 

  2. Warm transfer the call to 1-877-425-5201, select language option, then option #7for Workout Support please dial the option #6.

    1. If no answer,

      1. Create a Salesforce case

        1. Case Type: Installer Complaints

        2. Subtype: Workout Plan

        3. Case Description: Electriq Power Callbacks and a description of the nature of the call.

      2. In Case Feed, tag Jonathan Lezama and elijah carr

      3. Create a case assignment to Customer Support Resolution Specialist.

    2. Advise the caller, “One of our Lead Resolution Specialist Team will return your call with the most up-to-date information." 

  3. Enter disposition notations with "Workout Plan Status" and Stop

3

Reference the following table based on the workout plan for the specific installer for specific scripting based on the customer’s concern:

IF:

CUSTOMER’S CONCERN:

THEN ADVISE:

Known PTO Delayed Organizations - EverBright Workout Plan

  • Status update on job

  • Advise the customer:

“We appreciate your patience. Your installer has known PTO delays due to a variety of reasons such as material sourcing, utility/inspection deadlines, and/or additional work required. They are committed to finishing your job. Please reach out to them for updates.”

  • If requested by the customer, provide the installer’s information: EverBright Salesforce

  • Proceed to Step 4

  • Payments

  • Advise RIC 1.0 customer:

“Your billing is automatically being paused and no payments will be due until after your system is operational. Your monthly payment amount and total number of payments will remain unchanged.”

Note

If customer states that an ACH payment has been processed from their bank account:

  1. Create a case under the homeowner record in SF

  2. Create a case assignment and assign to the Resolution Team

  3. Assign the case to the back-office team

  4. Resolution team:

  • Proceed to Step 4

  • Advise RIC 2.0 or PPA customer:

“Your billing will start once your system is operational/PTO has been reached.”

  • Proceed to Step 4

  • Installer

  • Copy of Email sent to homeowners

  • Advise the customer:

“The original email communication was sent to you to the email address on file. Please check your email inbox.”

  • Proceed to Step 4

  • Additional FAQs, if needed

Paused payments & reassigned to new installer

  • Status update on job

  • Advise the customer:

“Thank you for your patience. Your original installer is out of business and your job has been transferred to a new installer who is committed to finishing your job. Please reach out to them for updates.”

  • If requested by the customer, provide the NEW installer’s information: EverBright Salesforce

  • Proceed to Step 4

  • Payments

  • Advise RIC 1.0 customer:

“Your billing is automatically being paused and no payments will be due until after your system is operational. Your monthly payment amount and total number of payments will remain unchanged.”

Note

If customer states that an ACH payment has been processed from their bank account:

  1. Create a case under the homeowner record in SF

  2. Create a case assignment and assign to the Resolution Team

  3. Assign the case to the back-office team

  4. Resolution team:

  • Proceed to Step 4

  • Advise RIC 2.0 or PPA customer:

“Your billing will start once your system is operational/PTO has been reached.”

  • Proceed to Step 4

  • Installer

  • Copy of Email sent to homeowners

  • Advise the customer:

“The original email communication was sent to you to the email address on file. Please check your email inbox.”

  • Proceed to Step 4

  • Additional FAQs, if needed

4

  • Was the customer’s concern(s) resolved?

...