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Background: A contract holder, homeowner, or an authorized representative acting on behalf of the contract holder may reach out to our support team via phone, chat, or email for assistance with their system operations.

The types of inquiries we handle include, but are not limited to:

  • Accessing their system monitoring platform

  • Viewing their system monitoring data

  • Requesting maintenance

  • Reporting system damages

  • Addressing system outages

Table of Contents:

Process:

Before starting this process make sure that the Customer Authentication Policy Process has been completed

For Personal Property Damage Claims refer to the following article (Click Here)

WE DO NOT PROVIDE CLEANING AS PART OF OUR MAINTENANCE SERVICES

Step

Action/Event

1

  • Agent must determine if the job is M3 approved or not

IF M3 Not Approved:

IF M3 Approved:

2

  • Reply to the customer:

“Based on the current status of your job in our system, the final milestone has not yet been completed, and system production monitoring is currently unavailable. For further assistance, please contact your installer directly”

  • Provide the Installer’s Contact information

  • Enter Disposition Notes and Stop

3

  • If the complaint is related to:

    • Cost Savings

    • High Utility Bills

    • The system seems to be working but they are not noticing savings

  • If the complaint is for:

    • Maintenance

    • System Repairs

    • System Outages

Go to Step 4

4

IF RIC:

  • Refer the customer to their contract package for details about their manufacturer and Installer waranties

IF PPA:

NOTE:

  • Omnidian will facilitate communication between the homeowner and the installer.

  • If the customer states that they have already spoken with Omnidian, or Omnidian transfers them to us, we must (As part of the O&M process) create a SalesForce case with the O&M team to troubleshoot further

5

Enter Disposition Notes and Stop

How to handle complaints related with Omnidian Being Unresponsive:

We could receive complaints coming from Homeowners stating that they have an existing escalation or work in progress with our Service Department (Omnidian) but they havent heard any new update from them since long time ago, so Support should follow the next step:

Step

Action

1

  • Check if there is an Open Case related to this concern

IF YES

  • verify if there is any new update and provide it to the homeowner

  • If there is NO Update then; check if its been more than 48 hrs since the case was created or latest update

  • Follow the O&M Escalation Process

IF NOT

How to Handle System Re-Activation Requests after Non-payment Deactivation:

Step

Action

1

  • Check if there is an Open Case or Case Review related to this concern

IF YES:

  • Verify if there is any new update and provide it to the homeowner

  • If there is NO Update then; check if it has been more than 48 hrs since the case was created or latest update

    • More than 48hrs:

      • Tag the Case owner in the Case feed asking for updates and to contact the customer back

    • Less than 48hrs:

      • Explain to the customer that there is an open case related and they will receive updates shortly

IF NOT:

2

  • Ask the customer when the payment was made

Payment made Less than 10 business days ago:

  • Please inform the Homeowner that it may take up to 10 Business days to reactivate

    • If Chat or Email: you can use the quick reply named as “Payment less 10 days”

      • Then; Stop

Payment made More than 10 Business days ago:

3

  • If Payment has been made more than 10 business days ago but the system still deactivated:

    • Create a Case in Salesforce with the following details:

  • Primary Reason:

    • Billing/Payments/Collections

  • Secondary Reason:

    • Other

  • Case Description:

    • Reactivation Request
      Include the homeowner’s name, address, contract ID, and proof/confirmation of payment.

4

  • Unassign the Case from yourself and assign to Back Office to Verify that the payment has been received and processed

5

  • Explain to the customer that we have created an internal case to review the status of the payment and ensure everything is in order for the reactivation

    • Provide the Salesforce Case number and Stop

Back Office Procedure

1

  • Once Back Office confirm the payment and approve reactivation

    • Create a Case Assignment for O&M

  • Include in notes the payment status and provide authorization for reactivation.

2

  • Once O&M confirm that reactivation is done

  • Email the Homeowner and inform them that their system has been successfully reactivated

    • You Can use the quick reply named as “Reactivation Done”

3

  • Finally; Close the case and Stop

https://goeverbright.atlassian.net/wiki/x/BgDiuQ

Helping Customers Understand Solar Savings & Utility Bills Reality

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