A homeowner may call in to report a system outage or low productivity from their solar system.
Agent: “Hello, thank you for calling EverBright, how may I assist you today?”
Homeowner reports there is a problem with their system productivity or panels
Agent: “Certainly, I can assist. Can you please provide your full name, address where the system is installed, and a brief description of your issue?”
Homeowner provides all necessary information so agent can locate the project and navigate to the contract phase where they can obtain the financial product the customer has.
Agent: “Thank you for providing this information. Based on our records, you have selected our “ Type of Product” financial product, correct?”
If the product is the EverBright EverOwn (RIC):
“Sorry about your system issues, you can check your contract package for details about your manufacturer and installer warranties.
You can monitor your system via your inverter manufacturer’s website.
Enphase – Micro-inverters https://enphase.com/
SolarEdge – Central inverters https://www.solaredge.com/”
If the product is the EverBright EverFixed/ EverFlex/ EverEasy (PPA)
PPA maintenance, system, roof, or craftsmanship issues should be transferred to Omnidian to investigate.
“I will go ahead and transfer you to our maintenance department. Here’s their number for future reference 866-568-0068.
Thank you for calling EverBright, have a great day!”
The Support agent will create a ticket in the Homeowner Project and send a correspondence to support@omnidian.com with the following information:
Homeowner’s full name
Address Solar System is installed
Contact Email
Contact Phone
Brief description of issue
Select “Create” to start a new ticket
2. Input the “Request Type”, “Summary”, “Priority”, “Assignee”,
3. Enter EverBright Labels EB and Omnidian and update the Support Channel with Email and phone.
4. Enter the email address support@omnidian.com as the new reporter and reply to customer with the following:
Hello,
We have been contacted by homeowner [Homeowner’s Name] reporting issues with their system.
Please see details below:
Homeowner’s full name
Address Solar System is installed
Contact Email
Contact Phone
Brief description of issue
Can you please reach out to the homeowner to address this issue and keep us informed as to when it is completed?
Best Regards,
[Agent’s Name] @ EverBright Homeowner Support