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Note

Please DO NOT redirect Reps with their Organizations or Installers since they will not be able to take any action

Note

Avoid sharing additional information regarding the hold/block in the account with Sales Reps/installers

Background: As EverBright grows the size of our business, Our Compliance and Deal Processing Teams requires the ability to identify, review, and render a decision on potential fraudulent jobs.

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Therefore; this new feature will enable us to put a Hold on specific workflows to block actions by the Installer and prevent unwanted approvals and payments.

Note

Please DO NOT redirect Reps with their Organizations or Installers since they will not be able to take any action

Note

Avoid sharing additional information regarding the hold/block in the account with Sales Reps/installers

FAQ:

What are the Two Types of Holds that can be set?

Compliance Hold

  • This Hold is used when there is a suspicion of fraudulent activity

Bug Hold

  • This hold is used when there is a critical bug where we want to pause any progress on the workflow.

Info

Example: Incorrect metric in a contract that we need the customer to re-sign, but don't want them to get M3 approved where re-signs become very difficult

What’s the Process Flow? (Internal Information Only)

Step

Flow

1

  • The relevant Business team would provide a list of workflow ID’s to the Tech Team.

2

  • For the MVP, The tech Team will handle setting the hold through an API Call

Info

Future State: We will have a tool that enables special permissioned users to set and unset holds

3

Once EverBright deems that a hold can be removed, the relevant Business Team will notify the Tech Team, and the hold will be unset through an API Call

What is the customer impact/experience?

  • If a hold is in place on a workflow, the Installer will not be able to take any action. If they try to click or complete any action they will get an Error Message.

  • They will see a large banner at the top of their workflows indicating that the job is on hold and what type of hold it is

  • Once holds are removed from a workflow, Any Milestone submission dates or Credit expiration dates (If in M1) will be extended by the number of days of the hold

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