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Background:

Customer’s first payment is 60 days after ‘start date,’ which is approval of milestone 2 (M2). This is just after the contractor completes the solar system installation.

  • Homeowners receive notification of their first bill in a welcome email they receive just about M2 approval.

  • Often “permission to operate” (PTO) can take much longer to receive from their utility.

  • If PTO isn’t complete by the time the homeowner gets notification of their first payment date (that comes in their Welcome letter), it causes dissatisfaction.

 Here’s how to handle these tickets:

1.)    Homeowner:

We’re following up regarding your inquiry about your first payment due date, which happens to be prior to you receiving permission to operate (PTO) from your utility.

Our agreement with you indicates that first payment is due sixty (60) days after the “Start Date,” which is the date we approve installation of your system.

Sometimes PTO can take some time to coordinate with your utility.  We will reach out to your installer about your concern, and suggest they explore ways to expedite receipt of PTO from your utility.

Please do not hesitate to reach out to us should you require any further assistance.

Best Regards,

 2.)    Installer: 

  • Reach out on the #Rev slack channel and tag the account manager of the installer organization - ask “May I please have the email address of the correct point of contact for ORG NAME regarding homeowner inquiry of PTO status?”

  • Once you have the email address - go into a Jira and create a “Linked ticket” from the homeowner’s request to cancel ticket

    • Add the email address of the installer and the account manager

    • Add the installer’s org name

    • Add EB as a label

    • “Send note to customer” with the canned message below.

"Hi (Installer name)

(Homeowner name) reached out to us about some questions on their financing agreement and asked when their system would receive PTO from the utility. We had advised her that she should discuss with you about the status of PTO. Would you please reach out to (Homeowner name) to give him/her an update?

Thanks

Important note:  We should not disclose details about the homeowner’s concern – i.e. that it was billing related – instead, only be clear about the elements of the homeowner’s concern that are relevant for the installer, which is the PTO status.

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