Versions Compared

Version Old Version 15 New Version Current
Changes made by

Rafael Gonzalez

Rafael Gonzalez

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Background The revenue protection department is responsible for managing and safeguarding the company’s financial interests by addressing various billing and payment issues, particularly those related to delinquencies and non-payment scenarios

...

This involves close collaboration with other departments such as legal , and customer service, to handle sensitive cases effectively and efficiently

...

If you need to follow up on a Case Assignment that is being handled by the Revenue Protection department, you can tag the following people in the chatter for a quick response:

  • Ashlyn Brulato and Alexis Simmons

    • If there’s still no reply within 48 hours tag Mark Fredericks to follow up with them

...

Table of Contents:

...

Revenue Protection Key Responsabilities:

...

  1. Account Modifications

  • M2 and M3 Cancellations

Monitoring and processing cancellations that affect the company’s revenue stream

  • Account Modifications

Adjusting accounts based on installer hardships or homeowner financial hardships that may affect billing or payment structures 

...

When should I escalate to Revenue Protection? (based on specific Scenarios):

Financial Hardship

Catastrophes

This Includes medical concerns, Loss of income, etc.

  • If initiated by the Homeowner:

    • Send to Billing Department

    • Stop

  • If initiated by the Billing Department:

Catastrophes

After Documentation, if a PPA also after O&M Review

(PPA) Request to Defer/Waive Payments

Account Disposal Request

Only after O&M review, Giftcard offer, and if it goes to a public media complaint

Account Disposal Request

Only after following other SOP’s

Payment Reinstatement Request

(PPA) System Difficulties

  • Do NOT escalate to Revenue Protection (the Billing Department will handle it)

(PPA) System Difficulties

Only After O&M review, Giftcard offer, and if it goes to a public media complaint

...

Payment Modification (M3 Approved)

Step

Action

1

  • Review Resolution Lead must review Savings

  • Email homeowner to request 12 months of utility bills  

  • Create a case in Salesforce 

    • Request TypePrimary Reason: Billing and Payments: Payment Modifications 

    • Case Description: Note all pertinent information from the homeowner and the reason they are requesting the deferment or pause. Login into the homeowner's portal to screenshot their system monitoring/production.  

  • Escalate to a Tier 2/ Lead Res for Savings Review 

  • Go to Step 2 

2

  • Determine Product Type

If RIC:  

  • Advise customer of the results of the savings analysis, if the system seems to be underproducing, remind them that they have manufacture warranties on maintenance is within the homeowners scope of work.  

If PPA: 

  • Advise customer of the results of the savings analysis and remind the homeowner of the production guarantee. 

  • Go to Step 3 

3

  • Review with Internal Team

  • Create a Case Assignment for O&M amd and Request the following information: 

    • How long as the system been down?  

    • Why is the system not producing? Is this due to delays from the homeowner, installer or Omnidian?  

    • What is the ETA for resolution (if applicable)? 

  • Once answers are provided, go to Step 4 

4

  • Was the System Outage Due to the Homeowner?

Unresponsive to attempts from Omnidian/Installer/System medding, Internet Connection)

  • If YES , Reply to the homeowner with the following:  

Info

Hello (homeowner name), 

The review of your payment (deferment/pause) request has been completed. Our service team has advised they have been trying to notify and resolve this issue with you since ___. Due to this, we are unable to approve your request for payment modification. However, we do want your system to be operational, so please confirm your best contact information so we can tell our service team.  

Thank you 

  • If NOT , Go to Step 5  

4

  • How long was the system confirmed non producing?

0-3 Months 

  • Create a Case Assignment for Lead Res  

  • Lead Res Reviews, decisions and informs agent to tell customer (see message below) 

  • Tag Cassie for Gift Card 

Up to 3 Months

  • Create a Case Assignment for Supervisor 

  • Supervisor Reviews, decisions and informs agent to tell customer (see message below) 

  • Tag Cassie for Gift Card 

Reply to the homeowner with the following: 

Info

Hello (homeowner name), 

The review of your payment (deferment/pause) request has been completed. We are pleased to inform you that we can offer a giftcard for X months you were confirmed not producing. The giftcard can be redeemed at over 200 shops and will emailed to you within 5 business days. In addition to this giftcard, you also have your PPA Production Guarantee that will credit you every 2 years if you are underproducing.  

Thank you 

Payment Reinstatement Request (M3 Approved)

Step

Action

1

  • If request is received to resume payments early (paused or deferred or other) and M3 is Approved:

All Add all pertinent information from the homeowner and the reason they are requesting to resume payments 

Note

DO NOT share this Email Address with the customer

2

  • If request is received to resume payments but M3 is NOT Approved:

  • Reply to the customer the following:

Info

Hello (customer name), 

We have noted your concerns and request for resuming payments. Unfortunately, we are unable to approve your request until fully approved and should remain paused/deferred. 

Thank you 

...

Account Disposal Request (M3 Approved)

Action

Cancellation (Or RIC 1.0)

Duplicate Account

  • Follow the Cancellation Process

If necessary:

  • Create a case in Salesforce 

    • Request TypePrimary Reason: Select whichever is the reason for the cancel request  

    • Case Description: Note all pertinent information and prior approvals (if applicable) 

  • Then: Create a Case Assignment for Revenue Protection  

    • Request TypePrimary Reason: M2 Approved/M3 Job Cancellation Request  

Typically seen with a home sale process error where the original account is not disposed and both the buyer and seller are being billed. 

  • Create a case in Salesforce and assign it to Nehemiah to confirm home sale was completed 

    • Request TypePrimary Reason: System Transfer/UCC Terminations 

    • Subtype: Other 

  • Create a Case Assignment for Revenue Protection 

    • Request TypePrimary Reason: M2 Approved/M3 Job Cancellation Request 

...

Action

Request Coming from Homeowner

Request Coming from Launch

  • Send to our Billing Department

  • Create a case in Salesforce 

    • Request TypePrimary Reason: Billing and Payments: Payment Modifications 

    • Case Description: Provide Launch’s notes on this account  

  • Create a Case Assignment for Revenue Protection  

    • Request TypePrimary Reason: Payment Modification: Homeowner Hardship  

    • Case Description: Include Contract ID number, Launch’s notes on this account and what Launch needs approval for 

Catastrophes:

...