Homeowners and installers can submit an inquiry via goeverbright.com or myeverbright.com. These inquiries flow through HubSpot and land in the appropriate Support queue: Installer or Homeowner. The following SOP shows how to handle these inquiries.
Always read the request in its entirety to determine which action to take. If a ticket comes in that is not a new installer or homeowner inquiring about EB, please refer to the ‘Other Inquiries’ section of this SOP
Installer inquiries about joining EverBright
EverBright no longer offers subscriptions to the platform. In order to gain access to the platform, they would need to partner with EverBright.
The associate should e-mail the business development representative (currently Mercedes Fries at Mercedes.Fries@goeverbright.com ) Please include all of the contact information from the form i.e. company name, contact name, e-mail address, phone number, etc.
Add an internal note to the ticket advising you reached out to Mercedes Davis to communicate to the installer.
Update the support channel to ‘HubSpot’
Change reporter to Anonymous then close the ticket.
Homeowner inquires about joining Everbright
Verify the state in the address section of the form. Compare it to the EB service map here.
Create a linked ticket using the ‘causes’ assignment from the dropdown
Update the reporter with the customer’s email address
If the state is serviced by EverBright and the property is owned
Reply to the customer:
Hi [customer name],
Thank you for your interest in EverBright and congratulations on taking the next step towards decarbonization.
We have received your request. One of our trusted installers servicing your area will be contacting you.
We genuinely appreciate your interest in our product offerings. We remain committed to supporting the transition towards clean, renewable energy and are delighted to assist those wishing to upgrade to a clean-energy home while also protecting themselves from potentially rising energy costs.
Should you have any other questions, please contact our homeowner support team at support@myeverbright.com or 833-830-0475.
We look forward to helping you make the successful transition to solar energy.
Stay sunny,
EverBright
Update the Homeowner Lead - Hub Excel sheet found here Homeowner Lead - HUB.
Add an internal note to the ticket advising you updated Homeowner Lead - Hub.
Update the support channel to ‘HubSpot’
Close the original HubSpot and the linked ticket
If the state is not serviced by EverBright
Reply to the customer with the following message:
“Hi [customer name],
Thank you for your interest in EverBright and congratulations on taking the next step towards decarbonization.
Unfortunately, we do not currently have financing options available in your area. However, we have strong relationships with one or more trusted installers servicing your area and will be sharing your information with them so they can assist you with your solar energy and battery storage needs.
We genuinely appreciate your interest in our product offerings. We remain committed to supporting the transition towards clean, renewable energy and are delighted to assist those wishing to upgrade to a clean-energy home while also protecting themselves from potentially rising energy costs. Should you have any further questions, please feel free to contact us at support@myeverbright.com or 833-830-0475.
We look forward to helping you make the successful transition to solar energy.
Stay sunny,
EverBright
Update the Homeowner Lead - Hub Excel sheet found here Homeowner Lead - HUB.
Add an internal note to the ticket advising you updated Homeowner Lead - Hub.
Update the support channel to ‘HubSpot’
Close the original HubSpot and the linked ticket
If the state is FLORIDA
Reply to the customer with the following message:
“Hello [Customer name],
Thank you for your interest in EverBright. I see that you listed your address in [City and State]. At this time, we do not service the state of Florida. We are excited to hear of your interest in EverBright and we hope to be able to serve you soon.
Thanks,”
If the state is serviced by Everbright but the property is a rental
Reply to the customer with the following message:
“Hello [Customer Name], Thank you for your interest in EverBright. I see that you listed your home as “Rent”. At this time, we do not service rental properties. We are excited to hear of your interest in EverBright and we hope to be able to serve you soon.
Thanks,”
Request participants - homeowner’s email address
Request type - general inquiry
Resolution type - other
Close the original HubSpot and the linked ticket
Other Inquiries
For all other inquiries, create a linked ticket using the ‘causes’ assignment from the dropdown
Update the reporter with the customer’s email address
Reply to the customer and request further information regarding their inquiry if needed
Resolve the issue per the SOP that relates to the inquiry
Close the original HubSpot and the linked ticket