Background: RIC customers will receive an email and/or a letter a communication (email, mail, text) from marketing informing them that the Retail Installment Contract they signed through Docusign DocuSign is missing the confirmation that it is the “DocuSign Authoritative Copy.”
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IMPORTANT: A Marketing campaign for the Authoritative Copy initiative has been in place as of October 22nd, 2024
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Agents will receive calls, emails, or chats from homeowners regarding the Authoritative Copy email they received. It is important for the agent to know:
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The legal approved email that has gone went out to homeowners:
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If the customer is unable to locate the email or the link does not work
If the homeowner is unable to locate the Authoritative Copy email that was sent to them, provide the homeowner with the following link http://www.goeverbright.com/authcopy. There they will be able to complete their acknowledgement directly.
If the homeowner does not want to use the above link and they insist that the email be resent to them, create a ticket, tag your supervisor in the ticket and provide them with the homeowner's name and email address. The supervisor will send this information to the marketing team to have the email resent to the homeowner.
Please see the link below to the “Red and Yellow” spreadsheet for the initial group of customers that was emailed. Columns A and B show the first and last name and column C has the email address. Please note that the list includes both EB and BEAM contracts.
Please add your notes in column D of the spreadsheet as you receive calls, emails, or chats from homeowners.
2023-10-17 AuthCopy email red and yellow list.xlsx
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The spreadsheet can also be found in the EverBright Customer Support SharePoint page. |
Authoritative Copy (AC) Acknowledgement via Homeowner Portal
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When a customer completes the requested action, the system records the data and dismisses the experience for that account. Because the acknowledgement of either co-signer is sufficient, it is to minimize asking customers to take duplicate/unnecessary actions.
The ability to acknowledge is set to impersonate read only so that only the customer can take this action/internal teams cannot take this action on behalf of a customer.
Authoritative Copy (AC) Acknowledgement via Mailed Hard Copy
The homeowner has the option of completing the AC acknowledgment by scanning a QR code. There are 2 copies being mailed to homeowners. The difference is that one mailer references the homeowner portal as an option to complete the AC and the other does not list the homeowner portal as an option to complete the AC.
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If the homeowner states that they have already completed the AC, they can disregard the mailer.
Authoritative Copy (AC) Acknowledgement via Text Messaging
On 11/15, text messages went out to customers giving them the option to complete the AC acknowledgement.
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When the customer clicks on the hyperlink, they are taken to the MyEverBright portal, where they will need to:
Enter their contact information.
Click the acknowledgement button.
Click submit.
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Email Incentive
An email went out to customers with an incentive to acknowledge the authoritative copy. Customers are being offered a $20 Amazon e-card. If the authoritative copy is acknowledged, they will receive their gift card approximately 3 to 5 weeks after the campaign ends on October 30, 2023.
Installer Authoritative Copy Acknowledgement
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Dear (installer name),
We have some important information to share regarding the Retail Installment Contracts (“Contracts”) you signed through DocuSign prior to October 12, 2023. After taking a closer look at the documents, we identified that they are missing the “DocuSign Authoritative Copy” confirmation.
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FAQs:
"What is this email really about?"
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The gift cards will be sent to their email approximately 3-5 weeks after the campaign ends on 10/30/2023.
For Spanish Speaking Customers
Estimado [Nombre],
En EverBright, estamos comprometidos a brindarle el mejor servicio posible. Queríamos compartir información importante sobre el Contrato de pago a plazos (“Contrato”) que firmó a través de DocuSign. Después de observar más de cerca el documento, identificamos que le falta la confirmación de que se trata de la "Copia autorizada de DocuSign".
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