These customers are existing users of the platform, however new to EverBright Product or Products or States
Important: Support can only process tickets originating from David Ellis' Onboarding team; i.e. if a request comes from an account manager, please have them loop in onboarding@goeverbright.com and submit the ticket according to process. This includes any changes to products, states allowed, etc.
Please see SOP on the EB Onboarding APPROVAL ticket here: Processing EB Onboarding APPROVAL tickets
1. Onboarding form (ticket) will be sent directly to Support
The ticket will always have the subject, “EverBright - Product Onboarding”
The ticket will include the information required to setup the product(s) including:
Installer name
Installer contact email
Installer’s EverBright account manager
2. Update the SS ticket
| Note |
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Onboarding tickets are for internal use only. Customers are not to be copied in any communication |
Update the ticket’s Organization field to the Installer name, from the form.
Add the organization’s account manager and David Ellis as a Watcher.
Set Reporter should be set to onboarding@goeverbright.com
Set Request Type to Company-specific Data Change
Add Request Participants: allsales@goeverbright.com, Alice.Reeve@goeverbright.com, Tim.LoCascio@goeverbright.com, jordana.norring@goeverbright.com, Richard.Dubbs@goeverbright.com
Use the Needs Configuration? Automation dropdown to select Integrated Finance
An initial response will be automatically sent to the customer - but since customer isn’t listed as reporter or as a request participant, the message should not be received by them.
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Find the automatically generated linked CS ticket (you may need to refresh your SS ticket to see the linked ticket)
Add Components (Contractor name)
Change the Epic to EverBright Configurations CS Onboarding
QA assignee - Cherish Sharma
Add assignee names based on workload https://sighten.atlassian.net/secure/Dashboard.jspa?selectPageId=1206
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Configure the product in the account according to the instructions
When complete (but not pushed live) - the config team close the CS ticket and the SS ticket will be moved to “waiting for support”
5. Support will initiate approval to push products live
Support will send an internal comment to David Ellis asking if approved to push live (Note: automate this step once config ticket closes - TBD)
Slack David for an update within 24 hours if not received
6. Support will close the EB Product Onboarding ticket when:
A separate “approval” ticket comes in to Jira - it will have a subject line like: “Partner Name - EB Product onboarding approved” and is linked to this ticket
Link for approval ticket SOP: Processing EB Onboarding APPROVAL tickets
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If any customer communication is needed (for example, not ready to launch in their state, etc.)
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Tag David Ellis and the AM in an internal comment letting them know that communications are needed
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Escalate to the AM per SOP
Priority: High
5. Support will close the EB Product Onboarding ticket
Send a “reply to customer” note to let all the request participants know that configuration is complete and the account is ready to launch.
These EverBright employees will use this as a trigger for subsequent processes
Close the ticket (no need to wait 24 hours)