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Background:

A contract holder, homeowner, or an authorized person on behalf of the contract holder may contact support through a phone call, chat, or email requesting to change/update contact information. This request can also be received via email from Account Servicing. The following contact information could be updated:

  • Email

  • Phone Number

  • Billing address

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Process Overview

Step

Action

1

Who is requesting the update/change?

IF

THEN

  • Contract holder, homeowner, or an authorized person on behalf of the contract holder

Proceed to Step 3

  • Account Servicing

Proceed to Step 2

2

  1. Use the following table to update contact information via MyEverBright Portal:

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  1. Update email/JIRA ticket with the following information:

    • Request Type: Account Management

  2. Close the ticket and Stop: No further communication with Account Servicing is required

3

Use the following table to determine outcome based on M3 status:

Related SOP :https://goeverbright.atlassian.net/wiki/spaces/SS/pages/3000336571/Transferring+calls+to+Account+Servicing#How-to-verify-if-M3-has-been-Table: How to verify if M3 has been approved

IF

THEN

  • M2 has been approved but M3 has NOT been approved

    image-20240118-194527.png

*Verify how process is

Proceed to Step 4

  • NO updates can be made until M3 has been approved.

Important:Account Servicing will NOT have an account for the customer until AFTER M3 has been approved.

Response: We are unable to update your information until your account is active and has been fully approved. Your account will not be created with the billing department until after your account has been fully approved.

and proceed to Step 5

  • M3 has been approved

    image-20240118-194917.png

  1. Refer customer to https://myeverbright.com/dashboard portal to update their own contact information

4

Purpose:

...

  1. Does the customer agree to update

...

  1. on their own through the portal?

4

Use the following table to update contact information via MyEverBright Portal

Info

An EBH ticket will automatically generate on the EBH Queue. Support sends the request to Account Servicing.

  1. Use the following table to update automated EBH ticket to Account Servicing:

  1. Use the following table to send email to customer:

  1. Use the following table to close the tickets (once it is confirmed it has been completed by Account Servicing):

5

Was the customer’s concern(s) resolved?

Updating the homeowner contact information through MyEverBright Portal

Step

Action

1

  1. Login to https://myeverbright.com/dashboard/overview

  2. Log in as Admin

  3. Search the Homeowner's name and click on their name

  4. Click on Edit User

  5. Update the customer’s information

  6. Click Save > Submit Changes

  7. An EBH ticket will automatically generate on the EBH Queue. Support sends the request to Account Servicing.

2

Updating the homeowner's name through MyEverBright Portal

Step

Action

1

Check if there are multiple contracts for the homeowner.

If yes, be sure that the correct contract was signed with the correct spelling of the customer's name. If not, a NCCO would need to be completed and go to Step 2.

If no, go to Step 2

2

Tag Ryan Izuno in the ticket.

He will update the homeowners name in the portal.

Auto-Generated Ticket in the EBH Queue

...

Step

Action

1

A. Summary: Homeowner contact updates - [Homeowner’s Name]

B. Request Type: Account Management

C. Reporter: SolarCustomerSupport@accountservicing.com

D. Support Channel: Email

E. Send the below note to Account Servicing:

“Hello

Hello,

Per the homeowner’s request, we’ve updated their contact info as follows:

(Include contract holder’s name, address, and what was updated/changed: phone number, email, and/or billing address). Please update your system of record and confirm when complete.

[Agent Name]

Info

Account Servicing will update the billing address/email/phone information on file.

3

Email to customer

...

Step

Action

1

A. Summary: Homeowner contact updates - [Homeowner’s Name]

B. Description: Homeowner Name, Job Address, and Job URL – and summary of their concern

C. Request Type: Account Management

D. Reporter: Enter the homeowner’s preferred email address

E. Support Channel: Email + (Phone/Chat if Applicable)

F. Add: Organization

G. Respond to Customer:

“Hi

Hi [Customer Name],

We’re working on your request. We will let you know once it is complete.

Regards,

[Agent Name]

”4

Closing the tickets

...

Step

Action

1

  • Both tickets can be closed once the updates are confirmed:

    • Reply to homeowner:

“Hello

    • Hello [homeowner name],

      We have completed your request.

      Thank you,

      [Agent’s Name]

“

    • No further communication with Account Servicing is required

  • Close both tickets:

A. Resolution: Done

B. Resolution Type: Account Management

C. Platform Area: Account Management

Removing a Homeowner from the Portal

Step

Action

1

If a homeowner would like to be removed or deleted from the Homeowner Portal.

Create a Jira ticket and include:

  • Homeowner’s name

  • Homeowner’s email address

  • Homeowner’s property address

Go to Step 2

2

Once all the information has been collected tag Ryan Izuno in the ticket.

After Ryan responds the request has been completed, close the ticket.