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Background: We may encounter scenarios where installers are not replying to homeowner’s or support staff calls/e-mails.

Examples include, but are not limited to: 

  • The solar system is not connected (PTO-related issues)

  • The system is missing a piece of equipment. 

  • Indication of damage to the home or system

Installer was unresponsive to Homeowner:

Step

Action

1

  • Create a Case on the Homeowner Contact record in Salesforce

Request Type: Installer Complaints

Subtype: Unresponsive Installer

  • Provide a detailed description of the issue

2

  • Confirm that the case is Related to the Installer and the Homeowner

(Click here to see how to relate)

3

  • Reassign the case to the back-office queue (If request comes in from chat/phone)

(Click here to see how to reassign)

Back Office Team Procedure:

Step

Action

1

  • Email the installer to advice of the homeowner’s concerns and advice the installer to contact the homeowner by phone (You can use the Quick Reply named as “Unresponsive Install“)

Include phone number and best time to reach the homeowner

2

  • Add the Homeowner’s Email Address in the “CC” Field

3

  • If the installer made contact and the Homeowner is satisfied, thank the homeowner and close both (Email and related Case) by using the quick reply named as “Unresponsive Done”

Make sure to include the proper case closure comments prior closing the case

If the Homeowner has not heard from the installer in 2 days:

1

  • Assign to Sales

  • Referral Reason: Unresponsive Installer

  • Referral Comments: Provide short description of the issue

  • Populate the AM and Sales Manager Fields

2

  • Work the case and close when complete

Back Office procedure For Concert/Beam Customers:

Step

Action

1

  • If this is for a Concert/Beam Customer; Send the email to Risk@greentechrenewables.com instead of the actual Installer (You can use the Quick Reply named as “Unresponsive Beam“)

DO NOT add the Homeowner in the “CC” Field for Concert/Beam Customers

2

  • Once we send the email to Green Tech Renewables; Create a Commitment Email in CXone to let the Homeowner know that we are currently working on obtaining updates by using the quick reply named as “Unresponsive Beam HO”

We must generate this commitment once a week (This means that we will need to update the Homeowner once a week until we get an update or resolution from Green Tech Renewables.

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