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Please note: This is a draft document. The strikethrough text indicates material not yet created.

This procedure is appropriate for Support Agents.

Requests to enable EverBright’s integrated products and partners will come directly to Support!  Below are the steps.

Prior to support getting a ticket - here’s what happens:

...

Customer applies to EverBright via the application here: EverBright link

...

After EverBright approves the request, an SS ticket will be created automatically and sent to support.

  • Note: If a customer says they’ve applied but a ticket hasn’t been generated, check the financier onboarding sheet to confirm

...

Note: These tickets are for installers NEW to both the platform and to EB products.

Important: Support can only process tickets originating from David Ellis' Onboarding team; i.e. if a request comes from an account manager, please have them loop in onboarding@goeverbright.com and submit the ticket according to process.

1. Onboarding form (ticket) will be sent directly to Support

  • The ticket will always have the subject, “Re: EverBright “EverBright - New Partner Onboarding”

  • The ticket will include the information required to setup the partnership including:

    • Contractor Installer name

    • Contractor Installer contact email

    • Installer’s EverBright account manager

2. Update the SS ticket

  • Update the Organizations ticket’s Organization field to the Contractor Installer name, from the form.

  • Add the organization’s Sighten account manager and David Ellis as a Watcher.

  • Set Reporter to onboarding@goeverbright.com

  • Set Request Type to Company-specific Data Change Onboarding

  • Add Request Participants: allsales@goeverbright.com, Alice.Reeve@goeverbright.com, Tim.LoCascio@goeverbright.com, jordana.norring@goeverbright.com, and the organization’s account manager.

  • Use the Needs Configuration? automation Automation dropdown to select Integrated Finance

  • An initial response will be automatically sent to the customer - but since customer isn’t listed as reporter or as a request participant, the message should not be received by them.

3. Update the CS ticket (created by the automation)

4. Account is configured (by config team)

  • Configure the product in the account according to the instructions here. 

5. Once CS ticket is completed, Jira automation will:

  • Send the customer an email providing info on how to use the product and how to set up training (see email below)

  • Create a KNOW ticket, assigned to Tucker, to send a training email through hubspot to active users in the organization

6. Support will close the SS ticket

  • A “Welcome“ email (see below) was sent to the customer by the automation.

  • Add an internal comment to James and David Ellis that it's complete.

  • Close the ticket.

Welcome email:

Hi {Customer},

Congrats, EverBright’s integrated financing is now live in your account!

Please see our Getting Started with EverBright Financing guide here.

If you have additional questions, please sign up for our office hours and we will be happy to meet.

...

  • When complete - the config team close the CS ticket

  • If any customer communication is needed (for example, not ready to launch in their state, etc.)

    • Tag the Account Manager and David Ellis in an internal comment and follow this SOP to escalate to the ticket to the Account Manager

    • Priority - High

Note

Customers / Installers are not copied on onboarding tickets

5. Support will close the EB Onboarding ticket:

Hello,

Configuration is complete, and the account is ready to launch. Please coordinate with [account manager] to schedule Onboarding training. [Account manager] please confirm all required documents have been submitted.

Regards,

  • Close the ticket (no need to wait 24 hours)