An installer is requesting that the homeowner be called to complete their WC.

Can the welcome call be done digitally?

If yes, schedule a callback commitment in CXOne and resend the registration link to the homeowner.

If no, schedule a callback commitment in CXOne, and Execute Welcome Call.

Important: It is okay to follow the traditional welcome call path if the homeowner would prefer a traditional welcome call.

A homeowner/cosigner is calling Support to complete their WC.

Can the welcome call be done digitally?

If yes, advise the homeowner they should have received a registration link to complete the welcome checklist on the MyEverBright Portal, and resend the registration link to the homeowner.

If no, proceed to determine the language qualifications to execute a Welcome Call.

Important: Please refer to How to Handle MyEverBright Registration Concerns if the homeowner is unable to locate their registration link. It is also okay to follow the traditional welcome call process if the homeowner expresses difficulty with completing the welcome checklist online or would prefer a traditional welcome call.

A homeowner/cosigner was transferred to the Welcome Call phone line by another Support Agent due to a failed digital checklist attempt.

Execute Welcome Call

A support agent is ready to complete a callback commitment/perform an outbound call.

Perform Outbound Welcome Call

An installer has completed a WC is requesting to have the recording uploaded on their behalf.

Respond/Advise:

Hello,

Thank you for reaching out to EverBright! Unfortunately, we are not authorized to upload and attest a call on your behalf.

Welcome Calls must be uploaded to the platform by going to Operations > All Tasks > Welcome Call.

The welcome call must be uploaded as an audio file, then toggle the Attestation, and you will have completed uploading the welcome call.

Please contact us if you require further assistance. You may contact us at support@goeverbright.com or 833-830-0475 or Live Chat on the platform.

Thank you.

A person who is not the signee/cosigner is contacting Support to complete the WC.

Respond/Advise:

Unfortunately, a welcome call must be completed by a signee of the financial agreement. In the event the signee or co-signer is unable to complete the welcome call, a new workflow would need to be generated.

Important: This includes POAs (Power of Attorney)

STEP

ACTION

1

Capture the following information:

Project Address

Homeowner’s Name, as it appears on the agreement.

Homeowner’s Phone Number

Homeowner’s Availability (4 Hour Time Window), including time zone.

Go to Step 2

2

Adhere to outbound call time restrictions.

Schedule a callback commitment in CXOne

Enter a note with the details captured in the previous step.

Go to Step 3

3

Did the installer request come from email (Jira ticket)?

If yes, go to Step 4

If no, Stop.

4

Update the Jira ticket:

Reporter: Installer’s Email

Request Type: Welcome Call

Label: Welcome Call

Support Channel: Email

Message:

Close the ticket and Stop.

Important: 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.

STEP

ACTION

1

Locate the job in Engine.

Select on the “Operations” Phase

Select on M1

If task displays “Welcome Checklist” instead of “Welcome Call,” the homeowner can complete this action via the MyEverBright portal.

 Screenshot - Locating the job in Engine

2

If no, go here.

STEP

ACTION

1

Log into CXOne

Launch the MAX Softphone

 Select New

Enter the homeowner’s phone number.

 Select Call

 Select Welcome Call OB skill

Go to Step 2

2

IF:

THEN:

The homeowner answers the outbound call.

Introduce yourself to the caller and advise the reason for the outreach:

Hello, this is (Representative Name) calling from EverBright. Am I speaking with (Customer Name)?

How are you today?

We are calling to complete your Welcome Call.

The goal of this call is to ensure that you understand the details of your solar financing agreement.

Go to 4

The homeowner does not answer the outbound call.

If feasible, leave a voicemail:

Record the outcome of the outbound attempt.

Go to 3

3

IF:

THEN:

If there have been less than 5 outbound attempts

Schedule a new callback commitment for the following business day

Stop

If this is the 5^th attempt

Notify the installer of our inability to connect with the homeowner.

Stop

4

Determine if the customer qualifies to perform the Welcome Call

STEP

ACTION

1

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 the Installer's email address in “Additional Recipients.”

Add a Custom Note:

STEP

ACTION

1

Request the caller’s full name and address.

Confirm that the homeowner signed the financial agreement.

Does the customer have their EverBright financial contract available to refer to during the call?

If yes, go to 2.

If no, offer to resend them a copy and go to 2.

2

Inform the caller that the Welcome Call consists of asking a brief series of questions that will require definite affirmations (e.g., “YES”/”I AGREE”/”THAT IS CORRECT” or “NO”/”I DISAGREE”) and is to ensure that they understand the details of their solar financing agreement.

“The goal of this Welcome Call is to ensure that you understand the details of your solar financing agreement.

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.”

Locate the job in EverBright’s Engine Platform

Locate the Welcome Call Checklist in EverBright’s Engine Platform

Ask the questions exactly as listed on the Welcome Call Checklist

Go to Step 3

Important:

While completing the WC, if the customer expresses, they do not know what their contract ID # is, refer them to the upper right side of any page of their contract.

If the customer does not agree with a WC question, please repeat the question to ensure full understanding; a “YES” response to all the questions is required to satisfy the Welcome Call task.

3

Review the exception matrix below:

IF:

THEN:

The phone number listed on the checklist is incorrect or needs to be updated.

Repeat the WC question with the customer’s correct phone number.

The Welcome Call is deemed passed.

Update the phone number in EverBright’s Engine Platform

Go to Step 4

The email address listed on the checklist is incorrect or needs to be updated.

The Welcome Call is deemed failed.

Go to Step 4

The name is misspelled or there’s a small address discrepancy.

The Welcome Call is deemed passed.

Go to Step 4

4

Inform 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.

Record the outcome of the call in CXOne

Process Welcome Call

STEP

ACTION

1

Navigate to the Qualifications Phase

Select the “Review Name and Address Information” Tab

Under the “Legal Names” section, select the Edit Button and Edit the Phone Number

Select the Green checkmark to finalize the update.

 Continue Executing a Welcome Call

STEP

ACTION

1

Locate the Welcome Call audio file from CXOne

Is the recording available for download?

If yes, go to 3.

If no, go to 2.

Important: Please wait up to 5 minutes for the recording to become accessible.

2

Create a Jira ticket.

Subject: 'Reminder to Upload WC - [Homeowner Name]’

Reporter: Yourself

Provide the following information in the ticket:

Link to the job in Engine

Homeowner’s Name and Address

CXOne ID

Tag on-duty Homeowner Support team supervisors for awareness

Check the status of the recording every half hour through the end of your shift.

If the call is not available by the end of your shift, re-assigned the ticket to another support agent and notify your supervisor.

Stop

3

• Upload the Welcome Call audio file to the customer’s job in EverBright’s Engine Platform

• Navigate to Milestone 1 in the Operations Phase of the customer’s Job.

• Click on the Welcome Call task.

• Toggle the attestation/welcome call checklist button to TRUE.

• Click the recording upload and upload the MP4 file to the platform.

Go to 4

4

• Leave a comment on EverBright’s Engine Platform

• Navigate to the Operations Phase

• Select Welcome Call Task

• Select on the History tab.

• Select Public

Input Comment Using the Matrix Below:

IF:

AND:

THEN:

The customer passed the WC.

--

Post Comment:

Welcome Call Completed – (Date Completed) (Your Initials)

Go to 5

If customer passed the WC but there was a misspelling in the homeowner's name or small address discrepancy

Post Comment:

Welcome Call Completed using the Original Welcome Call Checklist – (Date Complete) (Your Initials)

Go to 5

The customer failed the WC.

1^st WC attempt

Post Comment:

The homeowner failed the Welcome Call on (question #), please reach out to the customer to review this along with any additional questions they may have regarding their contract or the Welcome Call.

Go to 5

2^nd WC attempt

Process a 2nd Failed Welcome call.

Stop

5

• Email the homeowner’s 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

 Sending an Email

• Add the Installer's email address in Additional Recipients

Add a Custom Note using the matrix below:

IF:

DUE TO:

THEN:

The customer passed the Welcome Call

--

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!

(Agent Name)

Stop

The customer passed the Welcome Call but there was a small misspelling in the homeowner’s name or address discrepancy.

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.

Thank you,

(Agent name)

Stop

The customer failed the Welcome Call

Incorrect email

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.

Thank you,

(Agent Name)

Stop

All Other Reasons

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.

Thank you,

(Agent Name)

Stop

Details

The homeowner answers “NO” to a question that requires a “YES” to proceed.

The email address on the WC checklist is incorrect or they are using someone else’s email address.

The installer is coaching the homeowner in the background.

The homeowner is unable to conduct the call as a result of an unsupported language type.

The finance terms are incorrect.

STEP

ACTION

1

• Leave a comment on the customer’s project:

• Navigate to the Operations phase of the job.

• Click on the Welcome Checklist task.

• Select on History

• Select Public Audience

• Add Comment:

The Welcome Checklist and the Welcome Call for [customer name and address] was rejected for the following question, [question(s) that failed]. The job will be cancelled.

• Click on the Comment button.

• Cancel the job.

 Select Cancel Workflow

STEP

ACTION

1

Select an appropriate Welcome Call disposition.

Include a note with the following details:

[Inbound or Outbound] Welcome Call [Complete or Failed - Question # or Did Not Answer – Outbound Attempt #]

[Homeowner Name]

[Address]

Note: Welcome Call failure reasons can be found here

 Sample Images of Recording a CXOne Outcome

 

 

 Then go to, Processing a Passed or Failed Welcome Call

STEP

ACTION

1

Log in to DocuSign using your EverBright credentials.

• Select “Manage” found on the top banner.

 Manage

• Select “Shared Envelopes” found on the left-hand menu section.

 Shared Envelopes

• Select the “EverBright Financing” radio button.

 EverBright Financing

• Select “Sent” found on the left-hand menu section.

 Sent

• Type the homeowner’s name into the search bar.

• Select the carrot menu to the right of the command.

• Select “Forward”

 Forward

• Enter the homeowner’s name and email (can be found in the Contact phase in the EverBright Engine Platform)

• Select “Send” in the bottom right corner.

• Complete the Welcome Call

STEP

ACTION

1

• Log into the EverBright Engine Platform using your credentials.

• Select the drop-down arrow and log in as:

• Organization: EverBright, LLC

• User: EverBright Admin

Go to Step 2

2

• Navigate to Pipeline

• Input the customer's name or address.

•  Complete the Welcome Call

STEP

ACTION

1

• Select Operations on the left-hand menu.

• Select the homeowner’s agreement.

• Select the “Welcome Call Checklist”

STEP

ACTION

1

IF:

THEN:

Homeowner is requesting to perform WC in English

Execute Welcome Call

Homeowner is requesting to perform WC in Spanish

Spanish-speaking Support agents go to Step 2

2

IF:

AND:

THEN:

Homeowner is in Texas or California

Contract/Welcome Checklist is in Spanish

Execute Welcome Call

Contract/Welcome Checklist is NOT in Spanish

Note: If the homeowner resides in TX or CA and the WC Checklist is not in Spanish, the installer must void the contract, cancel the prequalification, and rerun to generate the contract in Spanish.

Go to Step 3

Homeowner is NOT in Texas or California

--

3

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 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

 Sending an Email

• Add the Installer's email address in Additional Recipients

• Add a Custom Note:

Stop