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Rafael Gonzalez

Rafael Gonzalez

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

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Risk will NOT reach out to Homeowners directly.

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Step

Action

1

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If you need instructions on how to verify the type of customer (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:

    EverBright’s Customer:

    3

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

    Job Status

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

    • If you need instructions on how to verify the job status through the Power BI (Click Here)

    Escalation from Concert Customer Support

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

    Unresponsive Installer

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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

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    For information on Concert Level Pay and Concert 12-3 Flex, refer to the SOP on payments: "Payments and Amortization of EverBright Products."

    Billing & Payments

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

    Maintenance, Repairs and Damages

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

    4

    • Was the Caller’s Concern Resolved?

    IF YES:

    • Enter Disposition notes and Stop

    IF NOT:

    • Follow the appropriate SOP based on their additional concerns

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    Step

    Action

    1

    • EB (EverBright) Homeowner:

      • Name

      • Phone Number

      • Homeowner’s Email

      • Sales Rep Email

      • Address

      • EverBright Contract ID

    image-20240118-192109.png

    • Beam/Concert Homeowner:

      • Name

      • Email

      • Address

      • Beam Customer Phone Number

      • Beam Contract ID

    image-20240118-192134.png

    2

    • Determine customer status

    For EverBright Homeowners:

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    Click on the job link (Operations URL) found in the last column of the table.

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    You will be redirected to the Engine Platform to the Operation Tab

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    NOTE: If you receive a blue box to the top right corner that “The workflow is not available” or as pictured below, be sure you are properly logged into Engine with the correct access selected. You can use the following SOP as reference

    image-20240118-193752.png

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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:

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

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    M3 System Activation has been approved IF

    • The Beam Subtask Inservice Date is prior to today

    image-20240118-215403.png

    • 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 State is not “Completed”