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CALL FLOW SEQUENCE AND HANDLING - Call
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Action: Homeowner calls into the Homeowner Support Line (877-425-5201)
Support assembles pertinent information in real time and transfers call according to call tree below.
o Full Name
o Contract ID (Located on initial welcome letter)
o System address
o Brief Description of the problem
o Email and phone number are optional
Call Tree:
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CALL FLOW SEQUENCE AND HANDLING - Email
Action: Homeowner’s email to homeownersupport@goeverbright.com automatically creates a JIRA Ticket in EverBright Homeowner Support Project
1.Support assembles the following information:
o Full Name
o Contract ID (Located on initial welcome letter)
o System address
o Brief Description of the problem
o Email and phone number are optional
2. Support sends initial response to homeowner with canned response “H/O transferred to Great America”
3. Change reporter to SolarCustomerSupport@accountservicing.com, select “reply to customer” and include all information assembled in step one(1) above
4. Great America will reach out to the Homeowner to address the request
5. Support will request confirmation that contact is made and will keep checking on the status periodically for resolution
6. Ticket can only be closed if there is confirmation that contact from the third party was successful and the process is complete
Call Tree:
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CALL FLOW SEQUENCE AND HANDLING - Voicemail
Action: Homeowner calls the support line and leaves a message in Homeowner Support’s Voicemail which automatically creates a JIRA Ticket in EverBright Homeowner Support Project
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Background:
A contract holder, homeowner, or an authorized person on behalf of the contract holder may contact support through a phone call, chat, or email requesting to opt out of AutoPay/ACH payments from Account Servicing.
Process Overview
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Call Tree:
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