Overview: As of August 2, 2023, EverBright will start accepting Spanish Welcome Calls for Texas residents only. All homeowners are required complete a welcome call as part of the EverBright financing process. This call is completed after they sign the contract and is a requirement for Milestone 1 (M1) in the Operations phase. The following SOP outlines conducting and processing Inbound and Outbound Welcome Calls.
Note: The homeowner’s signature is the only one needed in order to complete the welcome call - it is OK if signatures are still pending for the installer and salesperson.
Preparing for Welcome Calls
Log into the platform (EverBright LLC as EverBright Admin) http://engine.goeverbright.com
Log into the EB platform using your credentials.
Select the log in as feature from the dropdown menu
Log in to the EverBright LLC Org as EverBright Admin
Log into the MAX softphone https://sighten.atlassian.net/wiki/spaces/SS/pages/2778104050, test your sound, and set your status to ‘Available’
Inbound Welcome Call
EverBright homeowners calls in to the Welcome Call support line (833-830-0475)
Currently, EverBright does not accept Welcome Calls in Spanish or 3rd party translations, except for Texas residents.
If the welcome call checklist is in English the welcome call should be conducted in English, even if it is a Texas resident. If the welcome call checklist is in Spanish, you may proceed with the welcome call in Spanish, only if the homeowner is a resident in the state of Texas only.
If the welcome call checklist is in Spanish and the homeowner is a Texas resident, you may proceed with the welcome call in Spanish.
Spanish Script:
"Hello - Thank you for calling EverBright. This is [agent name], how may I assist you today?"
"Hola – Gracias por llamar a EverBright. Mi nombre es [agent name], ¿cómo le puedo asistir en el día de hoy?"
“Thank you! I'd be happy to help you complete your welcome call. Do you have your EverBright financial contract available to refer to during our call?”
"Gracias! Con mucho gusto le ayudo a completar su llamada de bienvenida. ¿Tiene a su alcance su Contrato Financiero con EverBright para referirnos a él durante nuestra llamada?”
Spanish Agreement Translations by Product:
Product | Product Translation |
Retail Installment Contract (RIC) | Contrato de Venta a plazos |
Power Purchase Agreement (PPA) - EverFlex | Contrato para la compra de energía - EverFlex |
Power Purchase Agreement (PPA) - EverFixed | Contrato para la compra de energía - EverFixed |
Power Purchase Agreement (PPA) – EverFixed + Storage | Contrato para la compra de energía – EverFixed + Almacenamiento |
If the caller does not, resend them their DocuSign email - from there, they can retrieve their contract from DocuSign. This may take a few minutes.
Log in to your DocuSign using your personal log in. https://account.docusign.com/
Click “Manage” from the top banner
Click “Shared Envelopes” from the menu on the left hand side.
Click the “EverBright Financing” Option. Then click the “Select” button.
Click “Sent” from the menu on the left-hand side.
Type the homeowner’s name into the search bar. Then, select the carrot menu to the right of the command. Click “Forward”.
Enter in the homeowner’s name and email (this can be found in the Contact phase of the project if needed). Click “Send” in the bottom right corner.
"So that I can pull up your account, please provide me your full name."
“Para poder acceder su cuenta, ¿podría proveerme su nombre completo?”
Navigate to pipeline - in the search bar, enter the homeowner’s name. Once you find the job, verify that the name and address matches the information provided by the homeowner
Verify that the name and address match the information provided by the homeowner
“Please verify the property address where the system is being installed.”
“Por favor provea la dirección física de donde el sistema está siendo instalado”
Pull up the Welcome Call checklist
“The goal of this Welcome Call is to ensure that you understand the details of your solar financing agreement.”
“El objetivo de esta llamada de bienvenida es para asegurar que usted ha entendido los detalles del acuerdo de financiamiento solar”
“Let’s go ahead and get started. The following questions will require an answer of either a yes or no to proceed to the next question.”
“Vamos entonces a comenzar el proceso. Las siguientes preguntas van a requerir una respuesta de si o no para poder proceder a la siguiente pregunta”
Read the questions directly from the homeowner’s contract page “Welcome Call Checklist” - Questions must be read exactly as how they appear in the contract.
If they don’t know where the contract ID # is, refer them to the upper right side of any page of their contract to find that number.
Homeowners should answer “YES” or “That is correct” or “I agree” or other acceptable affirmations to all questions.
If the following information is incorrect on the WC checklist:
Phone number - The agent should ask for the correct phone number and update it in the qualification phase when call is complete. The call can be deemed successful.
Other contact information - (misspelled name, address, unit number) the call can be deemed successful if the installer completes an NCCO.
Only Deal Processing is authorized to make updates to contact information when an NCCO is required. Agents will never make these changes themselves.
Email address- the call fails. The installer would need to cancel the workflow, update the email address in qualification phase, and then they'd need to resign.
Once finished:
“Thank you, [Client’s Name]. That concludes the Welcome Call. We will notify your installer. We hope that you have a great rest of your day!”
“Gracias, [Client’s Name]. Eso concluye la Llamada de Benvenida. Le estaremos notificando a su Instalador. ¡Esperamos que tenga un excelente resto del día!”
Process the completed welcome call in MAX:
Leave a disposition, the name and address of the Homeowner:
Welcome Call Complete
Welcome Call Failed
Outbound Welcome Call Request (phone, chat, email)
Please see "Everbright - Call Time Restrictions" SOP when performing an Outbound Welcome Calls.
Installers can request a Welcome Call via phone, chat, or email. Collect the following information:
Project address
Homeowner’s Name as it appears on the agreement
Homeowner’s Phone Number
Homeowner’s availability for Welcome Call (4hr time window is preferable), including time zone
Schedule a call back commitment in CXone https://sighten.atlassian.net/wiki/spaces/SS/pages/2782756894
Leave a Note containing
Project address
Homeowner’s Name as it appears on the agreement
Homeowner’s Phone Number
Homeowner’s availability for Welcome Call (4hr time window is preferable), including time zone
Update the Jira ticket (Only email Request)
Reporter: Installer’s email
Request Type: Welcome Call
Label: Welcome Call
Support Channel: Email and (Phone or Chat)
Reply to the installer:
Hello (name of Contractor/Sales Rep),
We are confirming that EverBright Support will conduct the Welcome Call for (Homeowner, Date, time frame and time zone). Please ensure the homeowner has reviewed and understands the Welcome Call questions, which can be found near the back of their contract package. Ideally, the homeowner will have the list of the Welcome Call questions with them so they can follow along. If you have any questions, please don't hesitate to contact us. Hope you have a great rest of your day.
Close Jira ticket once you reply to installer.
If an email request comes in to complete multiple welcome calls, reply to the installer and inform them that we will notify them separately for each customer, but keep the ticket open until all welcome calls have been completed. Leave an internal note within the Jira ticket indicating which welcome calls have been completed. Once all attempts have been made, close the ticket.
Outbound Welcome Calls
Please see "Everbright - Call Time Restrictions" SOP when performing an Outbound Welcome Calls.
Currently, EverBright does not accept Welcome Calls in Spanish or 3rd party translations, with the exception of Texas residents.
Log in to CXone:
Navigate to https://na1.nice-incontact.com/login/#/ and enter your credentials.
Launch the MAX softphone
Click New:
Enter the homeowner’s phone number and click ‘Call’
Choose the ‘Welcome Call OB’ skill
If the homeowner does not answer, leave a voicemail
Please see https://sighten.atlassian.net/wiki/spaces/SS/pages/2741829892 SOP when performing an Outbound Welcome Call.
Phone Script
“Hello, this is (Representative Name) calling from EverBright. Am I speaking with (Customer Name)?”
“Hola, le habla (Representative Name) llamando de EverBright. ¿Estoy hablando con (Customer Name)?”
How are you today?
¿Cómo se encuentra en el día de hoy?
We are calling to complete your Welcome Call.
Le estamos llamando para completar su Llamada de Bienvenida
The goal of this call is to ensure that you understand the details of your solar financing agreement. Do you have your EverBright contract available to refer to during our call?
“El objetivo de esta llamada de bienvenida es para asegurar que usted ha entendido los detalles del acuerdo de financiamiento solar. ¿Tiene a su alcance su Contrato Financiero con EverBright para referirnos a él durante nuestra llamada?”
If the caller does not, resend them their DocuSign email - from there, they can retrieve their contract from DocuSign. This may take a few minutes.
Log in to your DocuSign using your personal log in. https://account.docusign.com/
Click “Manage” from the top banner
Click “Shared Envelopes” from the menu on the left hand side.
Click the “EverBright Financing” Option. Then click the “Select” button.
Click “Sent” from the menu on the left-hand side.
Type the homeowner’s name into the search bar. Then, select the carrot menu to the right of the command. Click “Forward”.
Enter in the homeowner’s name and email (this can be found in the Contact phase of the project if needed). Click “Send” in the bottom right corner.
Otherwise proceed:
Great!
Fantástico!
Let’s go ahead and get started. The following questions will require an answer of either a yes or no to proceed to the next question.
“Vamos entonces a comenzar el proceso. Las siguientes preguntas van a requerir una respuesta de si o no para poder proceder a la siguiente pregunta”
Read the questions directly from the homeowner’s contract page “Welcome Call Checklist” - Questions must be read exactly as how they appear in the contract.
If they don’t know where the contract ID # is, refer them to the upper right side of any page of their contract to find that number.
Homeowners should answer “YES” or “That is correct” or “I agree” or other acceptable affirmations to all questions.
If the following information is incorrect on the WC checklist:
Phone number - The agent should ask for the correct phone number and update it in the qualification phase when call is complete. The call can be deemed successful.
Other contact information - (misspelled name, address, unit number) the call can be deemed successful if the installer completes an NCCO.
Only Deal Processing is authorized to make updates to contact information when an NCCO is required. Agents will never make these changes themselves.
Email address- the call fails. The installer would need to cancel the workflow, update the email address in qualification phase, and then they'd need to resign.
Process the completed welcome call in MAX:
Leave a disposition, the name and address of the Homeowner:
OB Welcome Call No Answer
OB Welcome Call Complete
OB Welcome Call Failed
Processing Welcome Calls
Passed/Successful Calls
Download the Welcome Call audio file from CXone
Please note that it takes a few minutes after the welcome call has been completed to access the recording.
Upload the Welcome Call audio file into the customer’s project in EverBright and Attest to the validity of the call.
Leave a public comment in the customer's project:
Welcome Call Complete - (date completed) (your initials)
Navigate to the Operations phase of the customer’s job
Click on the Welcome Call task
Click the History button
Select Public audience
Add the comment
Click comment to post the comment
Navigate to Milestone 1 in the Operations phase of the customer’s job
Click on the Welcome Call task
Toggle the attestation button to true
Click the recording upload and upload the MP4 file to the platform
Do not forget to upload the welcome call recording so that it is available to the installer.
Email the installer
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 Installer's email address in Additional Recipients
Add a Custom Note:
Hello,
Our Homeowner Support team has completed the requested Welcome Call for [customer name]. A copy of the Welcome Call has been uploaded to the client's profile. Once all other required items are completed in Milestone One the Welcome Call and other items can be submitted for review.
We hope you have a great day!
Failed/Unsuccessful Calls
Tell 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.
“Lamentablemente no pudimos completar la Llamada de Bienvenida. El instalador le estará dando una llamada para aclarar cualquier detalle”
Leave a public comment in the customer’s project:
The homeowner failed the Welcome Call on (question#), please reach out to the customer to review this question along with any additional questions they may have regarding their contract or the Welcome Call questions.
Navigate to the Operations phase of the customer’s job
Click on the Welcome Call task
Click the History button
Select Public audience
Add the comment
Click comment to post the comment
Email the installer:
Copy the Installer’s email address from the contract phase in the homeowner’s job
Navigate to M1 in the Operations phase on Engine
Click on Welcome Call Status
Click on Send Email
Paste the Installer's email address in Additional Recipients
Add a Custom Note:
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.
Updating the homeowner’s phone number
If the homeowner’s phone number is incorrect, the WC can still be successfully completed, and the agent can update the information in the qualification phase to reflect the correct number.
Agents are only able to update the phone number. If other updates to contact information are necessary, the installer will either need to complete a NCCO (misspelled name, address, etc.) or cancel the workflow (for an email address), update the contact information in qualification phase, and then they'd need to resign.
Note the correct phone number
After completing the welcome call, navigate to the qualification phase and click the ‘Review name and Address Information’ tab
Under the ‘Legal Names' section, click the edit button and edit the phone number:
Then select the green checkmark to update the phone number:
Other updates (misspelled name, address, unit)
Only Deal Processing is authorized to make updates to contact information when an NCCO is required. Agents will never make these changes themselves.
The Welcome call checklist does not update when an NCCO is generated.
Leave a note in the Milestone Feed within the project: “Welcome call completed using the original welcome call checklist”
Email the installer:
Copy the installer’s email address from the contract phase of the homeowner’s job
Navigate to M1 in Operations phase on Engine
Click on Welcome Call Status
Click on Send Email
Add Installer's email address in Additional Recipients
Add a Custom Note:
Hello,
This email is to notify you that the Welcome Call for [customer name and address] was completed, however the customer’s [enter incorrect information (i.e. name was misspelled)]. Please complete a No Cost Change Order (NCCO) to correct the information.
Please contact us if you have any questions at 833-830-0475 or send an email to support@goeverbright.com.
If an update to email address is needed
Tell 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.
“Lamentablemente no pudimos completar la Llamada de Bienvenida. El instalador le estará dando una llamada para aclarar cualquier detalle”
Copy the installer’s email address from the contract phase of the homeowner’s job
Navigate to M1 in the Qualification phase
Click on Welcome Call Status
Click on Send Email
Add Installer's email in Additional Recipients
Add a Custom Note:
Hello,
This email is to notify you that the Welcome Call for [customer name and address] was rejected due to the homeowner’s email address being incorrect. Please cancel the workflow, update the email address in the qualification phase, re-quote, and send the updated contract for signature.
Please contact us if you have any questions at 833-830-0475 or send an email to support@goeverbright.com.
Unable to reach homeowner to conduct Welcome Call
The support agent will attempt to contact the homeowner to complete the welcome call every day for 5 business days.
Schedule a call back commitment in CXone after each call of attempting to reach homeowner. https://sighten.atlassian.net/wiki/spaces/SS/pages/2782756894
Leave a Note containing
Project address
Homeowner’s Name as it appears on the agreement
Homeowner’s Phone Number
Homeowner’s availability for Welcome Call (4hr time window is preferable), including time zone
Number of attempted calls to homeowner
If the homeowner does not answer on the 5th business day, follow steps below
Copy the installer’s email address from the contract phase of the homeowner’s job
Navigate to M1 in the Qualification phase
Click on Welcome Call Status
Click on Send Email
Add Installer's email in Additional Recipients
Add a Custom Note:
Hello,
We have not been able to speak with (homeowner name) to complete the required welcome call. Please contact the homeowner and advise them to call us at 833-830-0475 to complete the call. We are available every day of the week from 9am to 11pm Eastern Time.
Thank You
Spanish Welcome Call Requests
(This does not apply to Texas residents!)
If the homeowner refuses to do the Welcome Call in English:
Advise the homeowner that we are unable to continue with the process and will reach out to their installer.
Copy the installer’s email address from the contract phase of the homeowner’s job
Navigate to M1 in the Qualification phase
Click on Welcome Call Status
Click on Send Email
Add Installer's email in Additional Recipients
Leave a Custom Note:
Hello,
EverBright attempted to conduct the welcome call with (Homeowner name) today. We were unable to move forward with the process because the homeowner wants to conduct the call in Spanish. Since the contract is English, we are obligated to conduct the call in English. Please speak with homeowner about conducting the call in English and next steps.
Regards,