Content Comparison

Step

Action

1

• Use the table below to determine the next steps:

IF:

THEN:

• Homeowner is calling Support due to a failed checklist attempt.

Background: When a homeowner indicates “NO” to any of the questions on the welcome checklist, they will be instructed to contact Support for us to clarify the terms of their contract.

• Log into Engine

• Locate the homeowner’s job.

• Review the “Welcome Checklist Upload” UTC link.

Follow the steps for providing clarity to failed welcome checklist questions and transferring to the Welcome Call skill

• A support email was received for a homeowner who failed the welcome checklist but did not contact Support.

Background: When a homeowner does not call Support the day that they failed the welcome checklist, a Support email is generated the day after in order for us to contact the homeowner and offer assistance.

• An email will come directly into CXone.

  • Do NOT reply to the email.

• Log into Engine

• Locate the homeowner’s job.

• Confirm that the homeowner has failed the Welcome Checklist (toggle will not be selected) and confirm there is no WC uploaded.

• Elevate the email to phone by clicking the phone icon.

• From ‘skills’, click the ‘WC Outbound’ skill, enter the H/O phone number, and click ‘call’.

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Follow the steps for contacting and helping a homeowner with a failed welcome checklist

• Homeowner refuses to complete the Digital Welcome Checklist.

Background: When a homeowner refuses to complete the DWC and would prefer to perform a traditional welcome call.

• Log into Engine

• Locate the homeowner’s job.

• Complete a traditional welcome call with the homeowner.

Refer to How to Handle a Traditional Welcome Callhandle a traditional welcome call.

The installer is requesting a traditional welcome call or is asking why the welcome call upload button is not on the platform. 

Reminder: Installers will no longer have the option to manually upload the homeowner’s recorded Welcome Call beginning 02/27/2024.

The agent should redirect the installer to having the homeowner register on the MyEverBright portal and complete the DWC.

• Document the reason for the call.

• Use the ‘Installer WC Inquiry’ disposition.

• Note the installers org in the disposition notes.

(Go back to Table of Content)

STEP

ACTION

1

If

Then

• The phone number is incorrect.

• The agent should ask for the correct phone number and update it in the qualification phase prior to transferring the call to the welcome call skill. The call can be deemed successful.

Proceed to step 2

• If the customer's name appears completely differently on the DWC

There will be different options that the Customer can choose to resolve this:

• The correct customer must call our Homeowner Support Team using the name registered in the contract to complete a Traditional Welcome Call with one of our support agents.

• Update the name on the user account in “My EverBright” to the Correct name

  • Then; Delete the current DWC submission (Which Homeowner Support Can Do)

  • Tell the customer to log in again to MyEverbright to re-complete the Digital Welcome Checklist (DWC)

• Other contact information is incorrect-(misspelled name, address, unit number)

• The call can be deemed successful if the installer completes an NCCO.

  • Update the customer’s information in the qualification phase.

  • Use the Welcome Call Status task in M1 notify the installer to complete the NCCO.

Hello,

This email is to notify you that the Welcome Call for [customer name and address] was completed, however the customer’s [enter incorrect information (i.e. name was misspelled)]. Please complete a No Cost Change Order (NCCO) to correct the information.

Please contact us if you have any questions at 833-830-0475 or send an email to support@goeverbright.com.

Thank you,

(Agent name)

Proceed to step 2

• If an update to email address is needed

• Tell the homeowner that we are not able to complete the Welcome Call and that the Installer should be reaching out to them to clarify any details.

  • Use the Welcome Call Status task in M1 notify the installer:

    Hello,

    This email is to notify you that the Welcome Checklist for [customer name and address] was rejected due to the homeowner’s email address being incorrect. Please cancel the workflow, update the email address in the qualification phase, re-quote, and send the updated contract for signature.

    Please contact us if you have any questions at 833-830-0475 or send an email to support@goeverbright.com.

    Thank you,

    (Agent name)

Proceed to step 2

• For all other missed questions

• Review the questions the homeowner responded “NO” to and provide any needed clarification.

Proceed to step 2.

2

• Warm Transfer the homeowner to the “Welcome Call” skill for a traditional welcome call to be completed.

  • Provide the homeowner’s name and property address to the receiving agent.

    • Also provide the WC agent with any updates to the customer’s contact information (i.e., phone number, name, address, etc.)

  • Select the DWC Clarification Disposition in CXone

• The auto generated email:

• Note in the Email:

  • Outcome of the call

    • Click the ‘+' next to 'New Commitment’.

    • Enter the homeowner's info.

    • Use the ‘DWC Clarification’ disposition from the dropdown.

    • Enter the outcome of the call in the ‘Notes’ and ‘Save’.

• Close the email.

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(Go back to Table of Content)

STEP

ACTION

1

Contact homeowner by phone.

IF:

THEN:

Homeowner contacts Everbright because they failed the Digital Welcome Checklist.

Advise:

Thank you for contacting EverBright. I will be assisting you today with providing clarification on the questions you are unsure about. This checklist is required to be completed with an answer of “YES” to all questions to move forward with your solar project.

Follow the steps for providing clarity to failed welcome checklist questions and transferring to the Welcome Call skill.

Important: Please do not stay on the phone with the homeowner. Warm Transfer the homeowner to the “Welcome Call” skill for a traditional welcome call to be completed.

The agent contacts the homeowner because the homeowner failed the Digital Welcome Checklist, and the homeowner answers the call.

Advise:

“Hello (Homeowner Name),

I am calling from EverBright Support to discuss the questions on your recently completed Welcome Checklist. This checklist is required to be completed with an answer of “YES” to all questions to move forward with your solar project. I will be assisting you today with providing clarification on the questions you are unsure about.”

Follow the steps for providing clarity to failed welcome checklist questions and transferring to the Welcome Call skill.

Important: Please do not stay on the phone with the homeowner. Warm Transfer the homeowner to the “Welcome Call” skill for a traditional welcome call to be completed.

The agent contacts the homeowner because the homeowner failed the Digital Welcome Checklist, and the homeowner does not answer and/or the agent receives voicemail.

Advise:

“Hi (Customer Name), this is (Agent’s Name) from EverBright Homeowner Support. We are calling to discuss the questions on your recently completed Welcome Checklist. Please give us a call back at 833-830-0475. We are open every day from 6 AM to 8 PM Pacific Time / 9 AM to 11 PM Eastern Time. We look forward to hearing from you!”

• Schedule a commitment by clicking 'Commit” at the top.

• Enter the homeowner information, notes, and save.

• Select the ‘OB DWC/WC No Answer’ Disposition

• Close the email by clicking ‘Proceed’.

IF:

THEN:

If there have been less than 5 outbound attempts

Arrange a Callback Commitment for Digital Welcome Checklist Outbound Support for the following business day.

Stop

If this is the 5^th attempt

Notify the installer of our inability to connect with the homeowner.

Close the ticket.

Stop

(Go back to Table of Content)