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Cassandra Mercado

Cassandra Mercado

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Background: We may encounter scenarios where installers are not replying to homeowner’s or support staff calls/e-mails and/or other variant complaints such as being rude.

Warning

Homeowner Complaints regarding Delays in PTO, Missing Equipment Prior to M2 approval, or other PTO-related issues (Pre M3 approval) do NOT need a Salesforce Case. Follow the steps below:

  • Empathize with the customer and gather all concerns

  • Provide the homeowner with the escalated contacts name

  • Assure the homeowner we will reach out to the installer as well

  • Email the installer and cc the homeowner.

Examples include, but are not limited to: 

  • The solar system is not connected (PTO-post M3 related issues)

  • The system is missing a piece of equipment. 

  • Indication of damage to the home or system

  • The customer states that the installer was rude (yelling, inappropriate language, etc.)

  • Allegations of vulgar activities at customer’s property

...

Installer Complaint Escalations:

Action

1

  • Empathize with the customer’s concern and gather all information regarding the complaint

2

  • Is the homeowner a Beam Customer?

If YES:

Follow the procedure for Beam Customers

If NO:

Proceed to Step

Action

1

3

3

  • Provide the homeowner with the name and phone number of their installer either over the phone or via email (if an email interaction)

4

  • Assure the homeowner that we will also reach out to the installer and then follow up with them once we have an update.

5

  • Create a homeowner Case

on the Homeowner Contact record

  • in Salesforce

Info
Request Type

Primary Reason: Installer Complaints

Subtype

Secondary Reason: Select the most appropriate option based on the complaint type

  • Provide a detailed description of the issue, including a summary of the complaint

  • Upload any supporting documentation to the case

6

  • Email the installer to advise them of the homeowner’s concerns and request they contact the homeowner by phone

  • If PTO delays or unresponsive installer

    • Use the quick reply - “Unresponsive Install“

  • For all other complaints, provide

    • The homeowner’s name, address, and phone number

    • A detailed description of the issue

2
7

  • Confirm that the case is Related to the Installer and the Homeowner

(Click here to see how to relate)

3

8

  • Leave a note on the case feed that the initial outreach to the installer has been made

9

  • Reassign the case to the back-office queue

(If request comes in from chat/phone)

(Click here to see how to reassign)

Back Office Team Procedure:

Step

Action

1

  • Email the installer to advise of the homeowner’s concerns and advise the installer to contact the homeowner by phone

  • If PTO delays or unresponsive installer; you can use the Quick Reply named as “Unresponsive Install“

  • For all other complaints provide a detailed description of the issue

Info

Include homeowner name, address and phone number

Hello,

Mutual Customer, _____, at address, _________, reached out with a concern of  ______. We would like your assistance in receiving a response or update regarding this complaint along with the below questions. They can be reached at _____.

  1. What are your recent communications with the homeowner? What does that look like? 

  2. Have you addressed or contacted the homeowner about this specific concern previously? If not, what is your timeline? If so, what updates can you provide?

  3. How do you plan to make this right for the homeowner? Or if you don’t, can you provide details on why along with any documentation/proof?

  4. (Any other questions specific to the homeowners concern)

  5. (If misrepresentation or fraud related) How did the sale occur (in person, remote, phone)? Who did the sales rep speak with? Do you have any documentation on this? How did they review the proposal or savings with the customer? What language was the sale in? How did the signature occur (homeowners device or reps device)?

 

Thank you,
(Agent name)

2

  • Email the homeowner to advise that we reached out to the installer and also provide them the installers escalated contact information.

3

If the installer made contact and the Homeowner is satisfied, thank

  • Self assign the case

2

  • Confirm the case and all interactions related to the case is properly related to the installer and the homeowner.

Info

If there are interactions that are not related to the installer and HO, reach out to the agent that took the interaction and request they update it.

3

  • Is this a Beam Customer?

If YES:

  • Generate a task reminder in Salesforce to email the customer back after 1 week to follow up with an email to the homeowner

    • Use the “Unresponsive Beam HO” quick reply

  • If the homeowner is unresponsive

    • Close the Case and STOP

  • If Homeowner request a follow up

    • Set additional 1 week task reminder to follow up with the homeowner

    • Follow up with (risk@greentechrenewables.com) to get an update on the case

If NO:

  • Proceed to step 4

4

  • Set a task reminder to call the installer 2 days after the original date of complaint if the installer has not made contact with the homeowner.

5

  • Has the installer made contact within 2 days and is the homeowner satisfied?

  • If YES

    • Thank the homeowner and close both (Email and related Case) by using the quick reply “Install-Complnt Done”

    • Close the case and STOP

  • If NO

    • Call the installer escalation number directly

6

  • Was contact made with the installer?

  • If YES

    • Provide them with a description of the complaint and request that they call the homeowner to resolve their concerns.

  • If NO

    • Leave a detailed voicemail with a description of the complaint and the homeowner’s contact information and request that they call the homeowner to resolve their concerns

7

  • Set a task reminder for 2 days after the date of the call with a reminder to create a case assignment for Sales if the installer has not made contact with the homeowner.

8

  • Has the installer made contact within 2 days and is the homeowner satisfied?

  • If YES

    • Thank the homeowner and close both (Email and related Case) by using the quick reply

named as

If the Homeowner has not heard from the installer in 2 days:

1

    • “Install-Complnt Done”

Info

Make sure to include the proper case closure comments prior closing the case

    • Close the case and STOP

  • If NO

    • Proceed to step 9

9
Info

  • Assign to Sales

    • Referral Reason: Unresponsive Installer

    • Referral Comments: See Template

Referral Comment Template:

Hello,

The installer has been unresponsive in our outreach attempts to resolve the homeowners concern of ______. We would like your assistance in receiving a response or update from the installer regarding:

What are their

  1. Do they have recent communications with the homeowner? What does that look like?

 

  2. Have they addressed or contacted the homeowner about this specific concern

previously

  1. ? If not,

what is their timeline

  1. why? If so, what updates can they provide

?

  2. How do they plan to make this right for the homeowner? Or if

they don’t

  1. they do not feel they need to, can they provide details on why along with any documentation

/proof

  1. ?

  2. (

Any

  1. Insert any other

questions

  1. specific

to the homeowners

  1. homeowner related concern question)

  2. (If misrepresentation or fraud related) How did the sale occur (in person, remote, phone)? Who did the sales rep speak with? Do they have any documentation on this? How did they review the proposal or savings with the customer? What language was the sale in? How did the signature occur (

homeowners

  1. homeowner's device or

reps

  1. rep's device)?

 

Thank you,
(Agent name)

2
10

  • Work the case and close when complete

...

  • Follow up with the homeowner via email every 5 days at minimum until resolution to assure them we are still working on their case and check to see if the installer has contacted them directly.

11

  • If the AM has not responded to the case assignment after 5 days, tag Cassandra Mercado in the case feed

12

  • Once resolved, close the case and notify the homeowner

Procedure For Concert/Beam Customers:

...

Action

1
If this is for a Concert/Beam Customer; Send the
If

Note

DO NOT add the Homeowner in the “CC” Field for Concert/Beam Customers

  • For PTO delays or unresponsive installer

; you can

  • , use the

Quick Reply named as

  • quick reply“Unresponsive Beam“

  • For all other complaints provide a detailed description of the issue

note
2

DO NOT add the Homeowner in the “CC” Field for Concert/Beam Customers

2

  • Once we send the email to Green Tech Renewables; Create a Commitment Email in CXone to let the Homeowner know that we are currently working on obtaining updates by using the quick reply named as “Unresponsive Beam HO”

Info

We must generate a commitment Emsail with the Homeowner 1 week after initial Email

  • If Homeowner is unresponsive; Close Case

    • If Homeowner request a follow up set additional 1 week commitment and follow up with (risk@greentechrenewables.com)

    • Assure the customer that we will follow up once we have an update.

    3

    • Create a homeowner Case in Salesforce

    Info

    Primary Reason: Installer Complaints

    Secondary Reason: Select the most appropriate option based on the complaint type

    • Provide a detailed description of the issue, including a summary of the complaint

    • Upload any supporting documentation to the case

    4

    • Leave a note on the case feed that the initial outreach to Greentech has been made

    5

    • Unassign yourself from the case and reassign it to the back-office queue