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Background: A workout plan is to assist homeowners with reaching PTO when an installer goes out of business or is struggling to complete their pipeline/jobs. These homeowners are typically reassigned to a new installer and if payments are due before PTO, these payments are paused.

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Process Overview

Step

Action

1

  1. Name

  2. Type of customer (contract holder/homeowner/authorized person or installer/sales rep)

  3. Property address

  4. Reason of call

and proceed to Step 2

2

Follow the following steps to determine if the customer’s job is part of a workout plan:

  • Log into Engine Pipeline

  • Navigate to the pipeline job and view the ‘Contract’ phase to view the original installer’s name by checking the email domain of the ‘Contractor’

Expand
titleMore Info / Screenshots

Screenshot #1:

image-20240603-144650.pngImage Modified

Screenshot #2:

image-20240603-144727.pngImage Modified

Note

Electriq Power (Out of business): EverBright is currently reaching out to customers who are not M3 approved and working on a solution. If the customer contacts EverBright regarding their project, refer to the following steps:

  1. Advise the caller, "Thanks so much for that information. Let me transfer you over to our Lead Resolution Specialist Team for the most up-to-date information." 

  2. Warm transfer the call to 1-877-425-5201, select language option, then for Workout Support please dial the option #6.

    1. If no answer,

      1. Create a Salesforce case

        1. Case Type: Installer Complaints

        2. Subtype: Workout Plan

        3. Case Description: Electriq Power Callbacks and a description of the nature of the call.

      2. In Case Feed, tag Jonathan Lezama and elijah carr

      3. Create a case assignment to Customer Support Resolution Specialist.

    2. Advise the caller, “One of our Lead Resolution Specialist Team will return your call with the most up-to-date information." 

  3. Enter disposition notations with "Workout Plan Status" and Stop

3

Reference the following table based on the workout plan for the specific installer for specific scripting based on the customer’s concern:

IF:

CUSTOMER’S CONCERN:

THEN ADVISE:

Known PTO Delayed Organizations - EverBright Workout Plan

  • Status update on job

  • Advise the customer:

“We appreciate your patience. Your installer has known PTO delays due to a variety of reasons such as material sourcing, utility/inspection deadlines, and/or additional work required. They are committed to finishing your job. Please reach out to them for updates.”

  • If requested by the customer, provide the installer’s information: EverBright Salesforce

  • Proceed to Step 4

  • Payments

  • Advise RIC 1.0 customer:

“Your billing is automatically being paused and no payments will be due until after your system is operational. Your monthly payment amount and total number of payments will remain unchanged.”

Note

If customer states that an ACH payment has been processed from their bank account:

  1. Create a

ticketRelated SOP: Elevating a Call or Chat

  1. case under the homeowner record in SF

  2. Create a case assignment and assign to the Resolution Team

  3. Assign the case to the back-office

email teamTag Resolution (Berenice Peralta Eric Suarez Kiya Maxson Nehemiah @ EverBright Ruel.Balicas

  1. team

  2. Resolution team:

  • Proceed to Step 4

  • Advise RIC 2.0 or PPA customer:

“Your billing will start once your system is operational/PTO has been reached.”

  • Proceed to Step 4

  • Installer

  • Copy of Email sent to homeowners

  • Advise the customer:

“The original email communication was sent to you to the email address on file. Please check your email inbox.”

  • Proceed to Step 4

  • Additional FAQs, if needed

Paused payments & reassigned to new installer

  • Status update on job

  • Advise the customer:

“Thank you for your patience. Your original installer is out of business and your job has been transferred to a new installer who is committed to finishing your job. Please reach out to them for updates.”

  • If requested by the customer, provide the NEW installer’s information: EverBright Salesforce

  • Proceed to Step 4

  • Payments

  • Advise RIC 1.0 customer:

“Your billing is automatically being paused and no payments will be due until after your system is operational. Your monthly payment amount and total number of payments will remain unchanged.”

Note

If customer states that an ACH payment has been processed from their bank account:

Create a ticket

Related SOP: Elevating a Call or Chat

  1. Create a case under the homeowner record in SF

  2. Create a case assignment and assign to the Resolution Team

  3. Assign the case to the back-office

email teamTag Resolution (Berenice Peralta Eric Suarez Kiya Maxson Nehemiah @ EverBright Ruel.Balicas

  1. team

  2. Resolution team:

  • Proceed to Step 4

  • Advise RIC 2.0 or PPA customer:

“Your billing will start once your system is operational/PTO has been reached.”

  • Proceed to Step 4

  • Installer

  • Copy of Email sent to homeowners

  • Advise the customer:

“The original email communication was sent to you to the email address on file. Please check your email inbox.”

  • Proceed to Step 4

  • Additional FAQs, if needed

4

  • Was the customer’s concern(s) resolved?

Workout Plan Reference Table

Type of Workout Plan:

Organization:

Known PTO Delayed Organizations - EverBright Workout Plan

  • Avvio

  • Complete Solar

  • Levion

    • South Plains

    • Green Light Solar

    Paused payments (If RIC 1.0) & reassigned to new installer

    Organization:

    Transfer Job To:

    American Solar Advantage Inc.

    • Next Phase Energy

    • Guyou

    BEST Solar, LLC

    Green Light Solar

    Harness Building Solutions

    • Bright Planet Solar, Inc.

    • Infinity Energy, Inc.

      • Empower

      • Energy Aid

      • Bryson Construction

    Reference SOP: How to Handle Infinity Communications

    Headline Solar LLC

    Fastrack

    Infinity Energy, Inc.

    • If the job originated from an -IP, it stayed with that IP

    • Infinity Energy, Inc.

      • Empower

      • Energy Aid

      • Bryson Construction

    Reference SOP: How to Handle Infinity Communications

    Lifetime Power, LLC

    Straightline Solar Group, LLC

    Penguin Home Solutions

    RnR Roofing

    Renewable Resources

    Generation Solar LLC

    Shield (M3)

    • (CO) Ambia Energy, LLC

    • (UT) Generation Solar

    • (CA) Infinity Energy, Inc.

      • Empower

      • Energy Aid

      • Bryson Construction

    Reference SOP: How to Handle Infinity Communications

    Skyline Solar, LLC

    Senga

    Stronger/Stable

    • Infinity Energy, Inc.

      • Empower

      • Energy Aid

    Reference SOP: How to Handle Infinity Communications

    Sun Energy Construction

    Next Phase Energy

    Elite Energy

    United Better Homes

    Note

    For Everbright originated Elite Energy Jobs.

    Levion

    TBD

    Electriq Microgrid

    TBD

    Sonovus

    Lonestar for some jobs. They are finishing other jobs.

    South Plains Solar

    TBD

    Better Earth

    See Better Earth Jobs SOP Better Earth Jobs

    Additional FAQs for both types of workout plans

    Type of Job

    Question

    Answer

    RIC 1.0

    Have their ACH payments been stopped?

    We have coordinated with our accounting team, and they have stopped all ACH payments on your account.

    RIC 1.0

    What about late fees/collections?

    Account Servicing has stopped all collections and late fees on these accounts.

    RIC 1.0

    Why did they have a payment deducted?

    It’s possible the withdrawal pre-dated the communication; however subsequent payments will be paused until they reach PTO.

    RIC 1.0

    When will their billing restart?

    After they reach PTO (system operational).

    RIC 1.0

    I have been making payments. What happens to those?

    Any payments made were applied to your account per the terms of your contract.

    RIC 2.0 & PPA

    When will my system be operational?

    We have been in communication with your installer regarding the delay and we are working on getting this resolved.

    Note

    For Escalations related with Workout Plan Inquiries; Such as:

    • We are not able to get in touch with the New Assigned Installer

    • No Installer has been assigned to one of the jobs listed as part of the Workout Plan Process

    • The Homeowner is complaining because of an old installer who damaged their property but they are no longer in business