How to process financial configured finance product requests from a customer. Below are the different types of financial requests and how they should be handled.
1. New Non-Integrated Financial Products
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Please refer to this article for differences in policy for EB free accounts vs. legacy paid subscribers: How to check SalesForce for EB status prior to processing Doc and Finance tickets
1. Adding and changing non-integrated (configured) financial products
Here’s a list of finance products we configure and details about them: /wiki/spaces/CON/pages/2332419
Except for top tier customers, who get prioritized service /wiki/spaces/CON/pages/688455681, customers must submit changes to their account, including configured finance requests, by Typeform. The SS ticket will be created automatically and have the subject: "Financing Options Survey: <Org Name>" It will look something like this:
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Update the ticket's Reporter (person submitting the request), Organization (upstream org of person submitting), and Request type (company specific data change)
Check requirements:
Do they have a Premium or Pro paid subscription? Only Premium and Pro accounts can request non-integrated financing
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. Or free EB accounts with “allows configured financing” approval
Is the person requesting an org admin/manager for the upstream customer? Only requestors with those permissions can add financing.
For new requests:
Did the customer include a rate sheet containing the product information?
Do we know which products they want to quote?
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Did they specify if they want their dealer feeds included?
For modifications of existing products:
We can update dealer fees, but updating APR, contract-term or adding a promotional period requires a new product (see points above).
Were they clear what's changed to which product and included all details?
If the requirements have not been met:
- If they are a Basic account, let them know that is not eligible on their subscription plan, but they can contact their account manager if they are interested in an upgrade.
- If the requester wants a non-integrated PACE product, let them know we offer integrated PACE Funding, Renew, and soon Ygene, but we cannot model PACE products.
- If they do not have a rate sheet ask them to provide one, if they cannot provide it send them this article so we can get the information we need in order to model the product.
- If they provide a full rate sheet, but did not specify the products, ask them to specify the products they would like to quote, explaining it will expedite the process.
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Follow up with the customer to get clarification on each point needed or let them know the requirements/issue and next step
There are some prepared emails that might work (canned response field), otherwise you'll need to draft a custom inquiry depending upon what's needed next
Once all information has been gathered, or issues cleared up - proceed to the next step
If the requirements have been met, please create a CS ticket.
Use the automated CS ticket feature selecting "Configured Finance" from the Needs Configuration field
Then open the CS ticket and selected assignees (refer to CS workload dashboard and select based on who has fewest tickets assigned to them), and update the Component field with the company name
If the customer has provided any additional information, add it to the internal comments on the CS ticket
The automatic creation of the CS ticket will send an initial request to the customer
Make sure the SS ticket moves to the Workflow status in "Needs Configuration".
Once the CS ticket is marked done (you can see ticket status under linked issues)
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an automated communication will go to the customer
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If we haven't heard from the customer in one-business day, then close the ticket.
2. Modifying Non-Integrated Financial Products
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- Is the product an integrated finance product (Sunlight, Lifestyle, HDMC, PACE)? All of those changes need to come through the financier. If they are Renew, they can request to add a new product. If they are LoanPal, they can quote integrated LoanPal and non-integrated LoanPal. To determine which they are requesting, ask if run credit for LoanPal in Sighten.
- Is this an update or a new product? We can update dealer fees, but updating APR, contract-term or adding a promotional period might require a new product.
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- If they are requesting a Sunlight, product update refer them to Sunlight using this process.
- If they are requesting updates to HDMC, Lifestyle, or PACE Funding please refer them to their support so they can discuss their pricing. Contact information can be found here.
- If the requester wants to update their Renew product, the configuration team can determine if one is possible through the API. If a customer wants to update their fees on LoanPal, this can be done on both integrated and non-integrated products.
- If they do not have a rate sheet ask them to provide one, if they cannot provide it send them this article so we can get the information we need in order to model the product.
- If they are asking for an edit, when it really should be a new product, please revert to collecting the information outlined above.
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IMPORTANT NOTE: the configured finance typeform also contains a section for integrated financing products. If they indicate that they want to apply, or already quote it but want to add it to EverBright, confirm the following:
Log in to their EverBright Account as EverBright Admin - first check 'organization settings' > partnerships. If you see any of the integrated financiers listed, then confirm integration status by navigating to configuration settings > financing products - choose "active" then look at parent products' "integration status" under the Product Attributes heading
If yes, then send them a note indicating that the integrated financing is already active on their account. Send them links on how to use it and how to schedule training (note - there are sample emails in the SOPs for each integrated partner that can be modified for this purpose. How to process new and changes to integrated financing
If no, then send them the link to apply to the respective financiers following process here: How to help a customer apply for integrated financing and other integrated services