How to process a financial product requests from a customer. Below are the different types of financial requests and how they should be handled.
1.
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New Non-Integrated Financial Products
- Requirements
- Do they have a Premium or Pro subscription? Only Premium and Pro accounts
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2. Asking to add an integrated product
- Renew will respond to the ticket with the contractor ID
3. Make a CS ticket
- The CS tick should look similar to this - CS-2363.
- Assignee = Vlad
- Epic = Renew Financial Configurations
- Place contractor ID in the description of ticket
- Copy the products the contractor would like to Quote from the support ticket
- Copy the name of the installer into the description of the ticket.
- Instructions on how to make a linked CS ticket from Support are /wiki/spaces/SS/pages/111116328.
4. Account is configured
- Vladimir Ivanovic (Unlicensed) will configure an account with Renew products according to the instructions here.
- Marko Spasic will QA account and move into UAT when done. The assignee will be the reporter of ticket
5. Support will respond account and let them know the products are live
- Support team will receive notice ticket is in UAT.
- Support will send customer email below and assist in setting up a time for training.
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{Account Manager}
Quentin@sighten.io,
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Renew Financial's Products are Live in your Sighten account!
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Hi {Customer},
Congrats, the Renew's products are is now live in your account!
[Here|https://sighten.atlassian.net/wiki/spaces/SS/pages/463568915/Renew+Financial] are some training materials on how to best quote Renew in Sighten. Please fell free schedule a time with your account manager, {Account manager name}, to receive additional training on how to best quote the new product. Here is a {[link|account manager calendar link]} to his calendar.
Please let us know if you have any follow up questions and have a great day!
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- can request non-integrated financing
- Can we accommodate the product? We can model many financial products, but we cannot non-integrated PACE products. We can model leases, PPA's, pre-paid PPA's and many different types of loans.
- Do we have the information required to model the product? If it is a new product, ideally we will receive a rate sheet from the customer containing the product information. In lieu of a rate sheet, they will need to provide us with this information.
- Do we know which products they want to quote? We can configure as many products a customer can quote, but to expedite the process they should specify the products they want quoted if they give us a rate sheet.
- If the requirements have not been met:
- If they are a Basic account, let them know that is not eligible on their subscription plan, but they can contact their account manager if they are interested in an upgrade.
- If the requester wants a non-integrated PACE product, let them know we offer integrated PACE Funding, Renew, and soon Ygene, but we cannot model PACE products.
- If they do not have a rate sheet ask them to provide one, if they cannot provide it send them this article so we can get the information we need in order to model the product.
- If they provide a full rate sheet, but did not specify the products, ask them to specify the products they would like to quote, explaining it will expedite the process.
- After verifying the requirements have been fulfilled, please create a CS ticket. Instructions on how to create the ticket here and instructions on the assignee here. Always ask if they want dealer fees included, if not previously specified.
- Once the ticket is UAT (you can see ticket status under linked issues) communicate to the customer their request has been fulfilled and close the ticket.
2. Modifying Non-Integrated Financial Products
- Requirements
- Is the product an integrated finance product (Sunlight, Lifestyle, HDMC, PACE)? All of those changes need to come through the financier. If they are Renew, they can request to add a new product. If they are LoanPal, they can quote integrated LoanPal and non-integrated LoanPal. To determine which they are requesting, ask if run credit for LoanPal in Sighten.
- Is this an update or a new product? We can update dealer fees, but updating APR, contract-term or adding a promotional period might require a new product.
- If the requirements have not been met:
- If they are requesting a Sunlight, product update refer them to Sunlight using this process.
- If they are requesting updates to HDMC, Lifestyle, or PACE Funding please refer them to their support so they can discuss their pricing. Contact information can be found here.
- If the requester wants to update their Renew product, the configuration team can determine if one is possible through the API. If a customer wants to update their fees on LoanPal, this can be done on both integrated and non-integrated products.
- If they do not have a rate sheet ask them to provide one, if they cannot provide it send them this article so we can get the information we need in order to model the product.
- If they are asking for an edit, when it really should be a new product, please revert to collecting the information outlined above.
- After verifying the requirements have been fulfilled, please create a CS ticket. Instructions on how to create the ticket here and instructions on the assignee here. Always ask if they want dealer fees included, if not previously specified.
- Once the ticket is UAT (you can see ticket status under linked issues) communicate to the customer their request has been fulfilled and close the ticket.