Content Comparison

1

• Authenticate the customer and reference the following table to determine if a Concert/Beam customer: How to verify the type of customer and status

• Is the customer a Concert/Beam customer?

  • If yes, process to Step 2

  • If no, follow the appropriate SOP and Stop

2

CUSTOMER’S CONCERN

ACTION

• Status of job

• Reference the following table: How to verify the type of customer and status

• Escalation from Concert Customer Support

• Reference the following SOP: When and How to Escalate Complaints and Sensitive Concerns

• Unresponsive Installer

• Reference the following SOP: Installer Unresponsive to Homeowner or Support

• Concert/Beam Products

  • Concert Level Pay

  • Concert 12-3 Flex

• Reference the following SOP for more information: Payments and Amortization of EverBright Products

• Billing and Payments

• Reference the following SOP: Transferring calls to Launch/Account Servicing

• Maintenance

• Repairs

• Damages

• System outage

• Reference the following SOP: Customer System Maintenance/Monitoring/Access Troubleshooting

3

Was the caller’s concern(s) resolved?

• If yes, enter disposition notations and Stop

• If no, follow the appropriate SOP based on their additional concern(s)