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Background: EverBright has partnered with CED/Concert/Beam to offer RIC products Products to customers using their platform (Beam).

EverBright is the financier and will provide customer support for homeowners as EverBright Customer Support’s Financier and provides Customer Support, therefore; our contact information is listed on the agreement. Therefore, As a result; customer support may receive calls from Concert customers at any point “Concert/Beam” customers after they receive their contract. EverBright ended this partnership last year, but EverBright is still having current jobs progressing, and helping customers with their issues. Concert does not have a customer-facing support team, as it is our responsibility to be that liaison. 

Note

Concert support (support@concertfin.com) IS NOT HOMEOWNER FACING. ALL requests will need to be resolved with risk@greentechrenewables.com. Additionally, risk will also NOT reach out to homeowners. EverBright is the liaison between homeowners and risk@greentechrenewables.com and risk@greentechrenewables.com is the liaison between us and the installer.

...

have received their contract

...

Note

If Beam customer contacts us requesting a copy of the HIC. Please be aware that Green Tech is no longer providing it

  • In this case, reach out to Colin Reed via Teams. Providing the Contract ID and Requesting the HIC

    • Once you receive the HIC, you can share it with the customer

...

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Even though EverBright ended the partnership with Concert, we are still handling on going jobs and assisting customers

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Concert does NOT have customer-facing support team. so it is our responsability to act as the liaison between the customers and Concert

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Risk will NOT reach out to Homeowners directly.

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Process:

How

Step

Action

1

Authenticate the customer and reference the following table to determine if a Concert/Beam customer:

  • Verify the customer’s identity using the Power BI Homeowner Dashboard. Use the following details:

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If you need instructions on 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

    • Escalation from Concert Customer Support

    Reference the following SOP:

    (Click Here)

    Info

    For EverBright Homeowners:

    • Name

    • Phone Number

    • Email

    • Sales Rep Email

    • Address, and

    • Contract ID

    For Concert/Beam Homeowners:

    • Name

    • Email

    • Address

    • Beam Customer Phone Number

    • Beam Contract ID.

    2

    • What type of customer is it?

    IF Beam/Concert Customer:

    • Go to Step 3

    EverBright’s Customer:

    • Go to Step 4

    4

    • For Beam/Concert customers proceed with the following actions based on the main concern

    Job Status

    Expand
    titleCLICK HERE
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    Use thePower BI Homeowner Dashboard to verify the customer’s job status.

    Escalation from Concert Customer Support

    Expand
    titleCLICK HERE
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    Follow the SOP for handling escalations: "When and How to Escalate Complaints and Sensitive Concerns."

    Unresponsive Installer

    Reference the following SOP: Installer Unresponsive to Homeowner or Support
    Expand
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    Refer to the SOP for handling situations where an installer is unresponsive: "When and How to escalate Installer Complaints”

    Concert/Beam Products

    Expand
    titleCLICK HERE
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    For information on Concert Level Pay

    and Concert 12-3 Flex

    Reference

    , refer to the

    following

    SOP

    for more information

    on payments: "Payments and Amortization of EverBright Products."

    Billing

    and PaymentsReference the following SOP: Transferring calls

    & Payments

    Expand
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    For billing issues, refer to the SOP: "Transferring Calls to Launch/Account Servicing."

    Maintenance

  • Repairs

  • Damages

  • System outage

    • Reference the following SOP:

    , Repairs and Damages

    Expand
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    For system outages, repairs, or maintenance issues, refer to the SOP: "Customer System Maintenance/Monitoring/Access Troubleshooting."

    3

    5

    • Was the

    caller’s concern(s) resolved?

  • If yes, enter disposition notations and Stop

    • If no, follow

    • Caller’s Concern Resolved?

    IF YES:

    • Enter Disposition notes and Stop

    IF NOT:

    • Follow the appropriate SOP based on their additional

    concern(s)

    FAQs/Refresher for Concert/Beam Customers (provided by Cassie)

    Questions / Answers

    Did you know that

    • concerns

    ...

    Frequently Asked Questions

    What is Beam?

    • Beam is another software platform

    like Engine? We are financing specific Beam jobs with the relationship we used to have with Concert/Beam.

     What does this really mean? It means that all financing relating questions regarding a concert/beam customer is OUR responsibility. They are our homeowners for years (25+). 

     

    • , similar to Engine, used to finance specific jobs under EverBright’s previous partnership with Concert.

    How does this affect financing?

    • All financing-related questions for Concert/Beam customers are EverBright's responsibility.

    Do Beam/Concert Customers use Omnidian?

    They do NOT! These

    • No, they do not. These customers are similar to RICs

    in the fact we do not

    • , which means EverBright doesn’t provide maintenance

    on

    • for them.

     

    How are

    they financed? https://goeverbright.atlassian.net/wiki/spaces/SS/pages/2735243427/Payments+and+Amortization+of+EverBright+Products?search_id=e4506e8f-5102-401a-8c8b-cc4a092a6659

     Where do I see them? Power BI ---> HO Dashboard ---> Beam. You can also log into the homeowners myeverbright portal to find Beam customers and their contracts  

     Can you transfer them to Omnidian? This is a Concert/Beam RIC customer. They do not use Omnidian.

     Okay, so we own the financing.... what

    Beam/Concert customers financed?

    • For detailed payment information, refer to this link.

    Where can I find Beam/Concert customers?

    • You can find them in Power BI under the Homeowner Dashboard > Beam or in the homeowner’s MyEverBright portal.

    Can I transfer them to Omnidian?

    • No, Beam/Concert customers do not use Omnidian.

    What if they have installation or installer complaints?

    Great Question!! These are ALL addressed with risk@greentechrenewables.com. Concert support (support@concertfin.com) IS NOT HOMEOWNER FACING. ALL requests will need to be resolved with

    Additionally, risk will also NOT reach out to homeowners. EverBright is the liason
    and risk@greentechrenewables.com is the liason

    • , while risk acts as the liaison between us and the installer.

    Risk will reach out to a Concert Installer for us but not a homeowner.

    • We

    should

    • only communicate with

    the homeowner

    • homeowners, not

    the installer, just homeowner and risk!

    • installers.

    ...

    How to verify the type of customer and

    ...

    Status:

    Step

    Action

    1

    Determine the type of homeowner/contract using PowerBi Homeowner Dashboard using any of the following

    • EB (EverBright) Homeowner:

    Name, Phone#, H.O. Email,

      • Name

      • Phone Number

      • Homeowner’s Email

      • Sales Rep Email

    ,

      • Address

    ,

      • EverBright Contract ID

    image-20240118-192109.pngImage Modified

    • Beam/Concert Homeowner:

      • Name

    ,

      • Email

    ,

      • Address

    ,

      • Beam Customer

    Phone#,

      • Phone Number

      • Beam Contract ID

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    Proceed to Step

    3

    EB (EverBright) Homeowner

    Click on

    2

    2

    • If EB (EverBright) Homeowner, proceed to Step 3

    • If BEAM/Concert Homeowner, proceed to Step 4

    • Determine customer status

    For EverBright Homeowners:

    Expand
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    Click on the job link (Operations URL)

    located by scrolling right to

    found in the last column of the table.

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    You will be redirected to the Engine Platform

    https://engine.goeverbright.com/ops/eccecbcb-fcc4-4869-8a53-934970ef33b3

    to the Operation Tab

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    Note

    NOTE: If you receive a blue box to the top right corner that

    “That

    “The workflow is not available” or as pictured below, be sure you are properly logged into Engine with the correct access selected.

    The following SOP is available: Engine and Onboard Accessimage-20240118-193752.pngImage Removed

    1. Verify M3-System Activation

    M3-System Activation:

    (Approved)

    Example:

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    Not M3-System Activation:

    (Not started, Tasks In Progress)

    Example 1:

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    Example 2:

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    4

    BEAM/Concert Homeowner

    1. Review “Beam Subtask Inservicedate” and “Beam Current Status” fields

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    1. Verify M3-System Activation

    M3-System Activation:

  • Beam Subtask Inservicedate is prior to today

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    • AndBeam Current Stage is “Completed”image-20240118-215427.pngImage RemovedNot M3-System Activation:

    You can use the following SOP as reference

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    If M3 System Activation has been approved it will state “Approved”

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    If M3 System Activation has NOT been approved it will state “Not Started” & “Tasks in Progress”

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    For Beam/Concert Homeowners:

    Expand
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    Review the field named as “Beam subtask Inservice Date” & “Beam Current Status” Fields

    Image AddedImage Added
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    M3 System Activation has been approved IF

    • The Beam Subtask Inservice Date is prior to today

    image-20240118-215403.pngImage Added

    • And Beam current Stage is “Completed”

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    M3 System Activation IS NOT Approved IF

    • Beam Subtask Inservicedate is NOT prior to today

    • Beam Current

    Stage is NOT “Completed”

    • State is not “Completed”