IF an Installer/Sales Rep is requesting us to call back a Homeowner to complete their Welcome Call:

IF the Installer/Sales Rep is requesting a 3-way call with the Homeowner to complete the Traditional Welcome Call:

IF

a Homeowner/Cosigner is Calling Support to complete their WC

IF a Homeowner/Cosigner

was transferred to the Welcome Call Queue by another Support Agent due to a Failed Digital Checklist attempt

• Verify if a DWC or Traditional Welcome Call has been completed succesfully and/or has been Passed in Engine:

  • IF YES:

    • Call Back will Not be required, however you must notify the Installer and let them know that the Welcome Call has been completed

  • IF NOT:

    • Go to “Executing a Traditional Welcome Call”

• Authenticate the Homeowner

• Locate the Homeowner’s Account in Engine to confirm if the DWC has been generated:

  • IF NOT Generated:

    • Explain to the Homeowner that the DWC is now digital and it should be completed from their MyEverbright Portal

    • If they havent registered; Resend the Registration Link to the Homeowner

  • IF it has been Generated:

    • Verify if the DWC status is “Failed” or Passed”

    • IF Passed:

      • Explain to the Homeowner that the DWC has been sucessfully completed

    • IF Failed:

      • Ask them if they need us to clarify the failed questions with them

        • If Yes: Clarify their questions and then WARM transfer the call to the Welcome Call Queue to complete a Traditional Welcome Call

        • IF Not: Proceed with the Executing a Traditional Welcome Call

1

• Locate the Job in Engine

• Locate the Welcome Call Documentation

2

• Is the Homeowner requesting to perform the WC in Spanish?

IF NOT:

• Go to Step 3

IF YES:

• Verify if the Welcome Call Documentation has been generated in Spanish

  • IF YES:

    • Go to Step 3

  • IF NOT:

    • Refer the Homeowner back to their Installer since they will need to Void the Existing contract and modify the language to Spanish in order to proceed with the Welcome Call

      • Then go to M1 through “Operations” Phase in Engine:

        • Select the “Welcome Checklist” Task

        • Go to “Welcome Call Status” and click on “Send Email”

        • Add the Installer’s Email Address in the “Additional Recipients”

        • Under Custom Note Include the following:

3

• From the “Contract”
  Phase; Confirm if the Homeowner signed the Financial Agreement

• Does the customer have their EverBright Financial Contract available to refer during the call?

IF YES:

• Go toStep 4

IF NOT:

• Offer to Resend a Copy

  • Once its sent Go to Step 4

4

• Inform the Homeowner that the Welcome Call consists of asking a brief series of questions that will require definite affirmations(Such as “Yes”, “I Agree” , “That is correct” or “No/ I Disagree”) to ensure that they understand the details of their solar financing agreement

English Script:

Spanish Script:

5

• Ask the Questions exactly as listed on the Welcome Call Checklist

6

• Did the Homeowner Passed the Welcome Call?

IF YES:

Go to “Processing a Passed Welcome Call”

IF NOT:

• Inform the Homeowner that we are not able to complete the Welcome Call and that the installer should be reaching out to them to clarify any details

• Go to “Processing a Failed Welcome Call”

1

• Is this the 1st or 2nd Attempt?

1st Attempt:

• Go to Step 2

2nd Attempt:

• Go toStep 4

2

3

• Add the following custom Note and click send

• Then Go to Step 5

“Hello,

This email is to notify you that the Welcome Call for [Customer Name and Address] was rejected for the following question, [question that failed]. Please review the Welcome Call questions with the homeowner to ensure that they have a clear understanding of the terms of their solar agreement.

Please contact us if you have any questions at 833-830-0475 or send an email to support@goeverbright.com.

Thank you,

(Agent Name)”

4

• If this is the 2nd Attempt and they failed

  • Navigate to the Operations Phase of the Job

  • Click on the Welcome Checklist TASK

  • Select on History

  • Select Public

  • Add the following comment:

    • “The Welcome Checklist and the Welcome Call for (Customer’s Name) at (Address) was rejected for the following question: (Question(s) that failed). The Job Will be Cancelled

• Go to the “Operations” Phase and Cancel the Workflow

  • Include as the Cancellation Reason: “2nd Welcome Call Attempt Failed”

• Then Go to Step 5

5

• Outcome the interaction by selecting an appropriate Welcome Call Disposition

  • Include a Note with the following details:

• Then Stop

2

• Leave a Comment on the Engine Platform

  • Navigate to the “Operations” Phase

    • Select the Welcome Call Task

    • Select on the “History” Tab

    • Select Public

    • Input the following comment

      • The homeowner failed the Welcome Call on (question #), please reach out to the customer to review this along with any additional questions they may have regarding their contract or the Welcome Call.

3

• Copy the Installer’s email address from the contract phase in the homeowner’s job.

• Navigate to Milestone 1 in the Operations phase of the customer’s job.

• Click on Welcome Call Status

• Click on Send Email

• Add the Installer's email address in Additional Recipients

• Add the following custom Note and click send

• Then Go to Step 5

“Hello,

This email is to notify you that the Welcome Call for [Customer Name and Address] was rejected for the following question, [question that failed]. Please review the Welcome Call questions with the homeowner to ensure that they have a clear understanding of the terms of their solar agreement.

Please contact us if you have any questions at 833-830-0475 or send an email to support@goeverbright.com.

Thank you,

(Agent Name)”

4

• If this is the 2nd Attempt and they failed

  • Navigate to the Operations Phase of the Job

  • Click on the Welcome Checklist TASK

  • Select on History

  • Select Public

  • Add the following comment:

    • “The Welcome Checklist and the Welcome Call for (Customer’s Name) at (Address) was rejected for the following question: (Question(s) that failed). The Job Will be Cancelled

• Go to the “Operations” Phase and Cancel the Workflow

  • Include as the Cancellation Reason: “2nd Welcome Call Attempt Failed”

• Then Go to Step 5

5

• Outcome the interaction by selecting an appropriate Welcome Call Disposition

  • Include a Note with the following details:

• Then Stop

1

• Log in to DocuSign using your EverBright credentials.

• Select “Manage” found on the top banner.

2

• Select “Shared Envelopes” found on the left-hand menu section.

3

• Select the “EverBright Financing” radio button.

4

• Select “Sent” found on the left-hand menu section

5

• Type the homeowner’s name into the search bar.

• Select the carrot menu to the right of the command.

• Select “Forward”

6

• Enter the homeowner’s name and email (can be found in the Contact phase in the EverBright Engine Platform)

• Select “Send” in the bottom right corner.

• Continue/ Go Back with “Executing a Traditional Welcome Call”

1

• Send the homeowner an email from the HO Outbound

• Use the email address from the contract phase in Engine

• Use the 4 Digit Code Quick reply in CXone

2

• Enter any random four-digit number into the quick reply

3

• Confirm with the customer that they receive the email and ask them to read back the 4 digit code.

4

• If the customer is able to confirm the code you can proceed with the phone number Update

  • Go Back and follow the “If Authentication Passed" (Click Here) and continue with the rest of the process

5

• If the customer does not receive the email, or is unable to confirm the code

  • Go Back and follow the “If Authentication Fails" (Click Here) and continue with the rest of the process