STEP

ACTION

1

• Use the table below to determine the next steps:

IF:

THEN:

A support ticket was received for a homeowner who has not registered for the MyEverBright portal.

Background: If the homeowner does NOT register on the MyEverBright portal within 3 days from their initial registration email, they will receive a reminder email to register. After 3 additional days, a second reminder will be sent to the homeowner AND a Support ticket is automatically created for Support to follow up with the homeowner.

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• Locate the homeowner.

• Confirm that the homeowner has NOT claimed their account.

Follow the steps for contacting and helping a homeowner register for MyEverBright

Note: If the homeowner has already claimed their account, please update the ticket with this observation, add the Request Type: Digital Welcome Checklist, and add the “DWC_COMPLETED” label, and close it. If the homeowner has a recorded Welcome call uploaded, add the “WC_Uploaded” label.

A support ticket was received for a homeowner who has registered for MyEverBright, but has not completed their welcome checklist.

Background: If the homeowner does NOT complete their welcome checklist within 2 days of registering for MyEverBright, they will receive a reminder email to complete the checklist.

After 2 additional days, a second reminder will be sent to the homeowner AND a Support ticket is automatically created for Support to follow up with the homeowner.

• Log into Engine

• Locate the homeowner’s job.

• Confirm that the homeowner has NOT completed the welcome checklist requirement.

Follow the steps for contacting and helping a homeowner locate their welcome checklist on MyEverBright

Note: If the homeowner has already completed the welcome checklist, please update the ticket with this observation, add the Request Type: Digital Welcome Checklist, and add the “DWC_COMPLETED” label, and close it. If the homeowner has a recorded Welcome call uploaded, add the “WC_Uploaded” label.

Homeowner is calling Support due to a failed checklist attempt.

Background: When a homeowner indicates “NO” to any of the questions on the welcome checklist, they will be instructed to contact Support for us to clarify the terms of their contract.

• Log into Engine

• Locate the homeowner’s job.

• Review the “Welcome Checklist Upload” UTC link.

Follow the steps for providing clarity to failed welcome checklist questions and transferring to the Welcome Call phone line

A support ticket was received for a homeowner who failed the welcome checklist but did not contact Support on the day of

Background: When a homeowner does not call Support the day that they failed the welcome checklist, a Support ticket is generated the day after in order for us to contact the homeowner and offer assistance.

• Log into Engine

• Locate the homeowner’s job.

• Confirm that the homeowner has failed the Welcome Checklist (toggle will not be selected)

Follow the steps for contacting and helping a homeowner with a failed welcome checklist

Disposition

Use

DWC Clarification

DWC failed and agent called back to clarify terms of the contract.

DWC No Registration

OB calls to remind the customer to register for MyEverBright

DWC No Submission

OB calls to customer to remind them to complete the DWC

WC Complete - DWC Fail

Customer initially failed the DWC but passed a traditional WC

WC Complete - DWC Refused

Customer completed the traditional WC after refusing the DWC

WC Request - DWC Advise

Installer or Homeowner call in to request/complete a WC and the agent advises to complete DWC

STEP

ACTION

1

If

Then

• The phone number is incorrect

• 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.

Proceed to step 2

• Other contact information is incorrect- (misspelled name, address, unit number)

• The call can be deemed successful if the installer completes an NCCO.

  • Update the customer’s information in the qualification phase

  • Use the Welcome Call Status task in M1 notify the installer to complete the NCCO

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)

 More Info

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 the Installer’s email address in Additional Recipients

Add a custom note

Proceed to step 2

• 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.

  • Use the Welcome Call Status task in M1 notify the installer

    Hello,

    This email is to notify you that the Welcome Checklist 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)

 More Info

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 the Installer’s email address in Additional Recipients

Add a custom note

Proceed to step 2

• For all other missed questions

• Review the questions the homeowner responded “NO” to and provide any needed clarification

Proceed to step 2

2

• Warm Transfer the homeowner to the “Welcome Call” phone line for a traditional welcome call to be completed.

  • Provide the homeowner’s name and property address to the receiving agent.

  • Select the DWC Clarification Disposition in CXone

• If there is an auto generated ticket:

• Note in the Ticket:

  • Outcome of the call

  • Add the Request Type: Digital Welcome Checklist

  • Add the “DWC” label to the ticket.

  • Close ticket

STEP

ACTION

1

Contact homeowner by phone

IF:

THEN:

Homeowner answers

Advise:

“Hello (Homeowner Name),

I am calling from EverBright Support to discuss the questions on your recently completed Welcome Checklist. This checklist is required to be completed with an answer of “YES” to all questions to move forward with your solar project. I will be assisting you today with providing clarification on the questions you are unsure about.”

Follow the steps for providing clarity to failed welcome checklist questions and transferring to the Welcome Call phone line

Important:

After helping the homeowner register for MyEverBright and directing them to complete the welcome checklist, please do not stay on the phone with the homeowner. A requirement of completing the checklist includes the homeowner certifying that they completed the checklist on their own.

If the homeowner registered and was unable to complete the checklist because the complete checklist button was greyed out, this is likely because the contract was sent on or before 10/30 and the old workflow populated. The agent should complete a traditional Welcome Call in this scenario. A good way to tell is to go to Ops phase and the Welcome Call task will be there (not the Welcome Checklist task).

Homeowner does not answer/receives voicemail.

Advise:

“Hi (Customer Name), this is (Agent’s Name) from EverBright Homeowner Support. We are calling to discuss the questions on your recently completed Welcome Checklist. Please give us a call back at 833-830-0475. We are open every day from 6 AM to 8 PM Pacific Time / 9 AM to 11 PM Eastern Time. We look forward to hearing from you!”

• Select the Left Voicemail Disposition in CXone

Note in the support ticket:

• Outcome of the call and attempt #

• Add the Request Type: Digital Welcome Checklist

• Add the “DWC” label to the ticket.

• Determine # of outbound attempts and follow the decision matrix below.

IF:

THEN:

If there have been less than 5 outbound attempts

Arrange a Callback Commitment for Digital Welcome Checklist Outbound Support for the following business day.

Stop

If this is the 5^th attempt

Notify the installer of our inability to connect with the homeowner

Close the ticket

Stop

STEP

ACTION

1

Contact the homeowner by phone.

IF:

THEN:

Homeowner answers

Advise:

“Hello (Homeowner Name),

I am calling from EverBright Support to discuss the email you received regarding registering for our MyEverBright portal to complete your Digital Welcome Checklist. The checklist is required to be completed to move forward with your solar project. If you have any questions, I’d be more than happy to assist you with registering your account!”

Does the homeowner require assistance?

If yes,

Follow How to Handle MyEverBright Registration Concerns

Navigate the homeowner to the “Complete Checklist” button found on the landing page.

 Landing page screenshot

Note in the support ticket:

• Outcome of the call

• Add the Request Type: Digital Welcome Checklist

• Add the “DWC” label to the ticket.

• Close ticket

Stop

If no,

Thank the customer for taking your call.

• Select the DWC Registration Disposition in CXone

Note in the support ticket:

• Outcome of the call

• Add the Request Type: Digital Welcome Checklist

• Add the “DWC” label to the ticket.

• Close ticket

Stop

Important:

It is okay to follow the traditional welcome call process if the homeowner expresses difficulty with completing the welcome checklist online.

After helping the homeowner register for MyEverBright and directing them to complete the welcome checklist, please do not stay on the phone with the homeowner. A requirement of completing the checklist includes the homeowner certifying that they completed the checklist on their own.

If the homeowner registered and was unable to complete the checklist because the complete checklist button was greyed out, this is likely because the contract was sent on or before 10/30 and the old workflow populated. The agent should complete a traditional Welcome Call in this scenario. A good way to tell is to go to Ops phase and the Welcome Call task will be there (not the Welcome Checklist task).

Homeowner does not answer/receives voicemail.

Advise:

“Hi (Customer Name), this is (Agent’s Name) from EverBright Homeowner Support. We are calling to provide assistance on how to register for a MyEverBright account in order for you to complete your welcome checklist. Please give us a call back at 833-830-0475. We are open every day from 6 AM to 8 PM Pacific Time / 9 AM to 11 PM Eastern Time. We look forward to hearing from you – and welcome to EverBright!”

• Select the Left Voicemail Disposition in CXone

Note in the support ticket:

• Outcome of the call and attempt #

• Add the Request Type: Digital Welcome Checklist

• Add the “DWC” label to the ticket.

• Determine # of outbound attempts and follow the decision matrix below.

IF:

THEN:

If there have been less than 5 outbound attempts

Arrange a Callback Commitment for Digital Welcome Checklist Outbound Support for the following business day.

Stop

If this is the 5^th attempt

Notify the installer of our inability to connect with the homeowner

Close the ticket

Stop

STEP

ACTION

1

Contact the homeowner by phone.

IF:

THEN:

Homeowner answers

Advise:

“Hello (Homeowner Name),

I am calling from EverBright Support to offer help in locating your Digital Welcome Checklist. The checklist is required to be completed in order to move forward with your solar project.”

Does the homeowner require assistance?

If yes,

Advise the homeowner to log into their MyEverBright portal.

Navigate the homeowner to the “Complete Checklist” button that is found on the landing page.

 Landing page screenshot

After helping the homeowner register for MyEverBright and directing them to complete the welcome checklist, please do not stay on the phone with the homeowner. A requirement of completing the checklist includes the homeowner certifying that they completed the checklist on their own.

• Select the DWC Submission Disposition in CXone

Note in the support ticket:

• Outcome of the call

• Add the Request Type: Digital Welcome Checklist

• Add the “DWC” label to the ticket.

• Close ticket

Stop

If no,

Thank the customer for taking your call.

• Select the DWC Submission Disposition in CXone

Note in the support ticket:

• Outcome of the call

• Add the Request Type: Digital Welcome Checklist

• Add the “DWC” label to the ticket.

• Close ticket

Stop

Important:

It is okay to follow the traditional welcome call process if the homeowner expresses difficulty with completing the welcome checklist online.

Note: If the homeowner registered and was unable to complete the checklist because the complete checklist button was greyed out, this is likely because the contract was sent on or before 1/17/2024 and the old workflow populated. The agent should complete a traditional Welcome Call in this scenario. A good way to tell is to go to Ops phase and the Welcome Call task will be there (not the Welcome Checklist task).

Homeowner does not answer/receives voicemail.

Advise:

“Hi (Customer Name), this is (Agent's Name) from EverBright Homeowner Support. We are calling to provide assistance on how to locate your welcome checklist. The checklist is required to be completed to move forward with your solar project. Please give us a call back at 833-830-0475. We are open every day from 6 AM to 8 PM Pacific Time / 9 AM to 11 PM Eastern Time. We look forward to hearing from you - and welcome to EverBright!”

• Select the Left Voicemail Disposition in CXone

Note in the support ticket:

• Outcome of the call and attempt #

• Add the Request Type: Digital Welcome Checklist

• Add the “DWC” label to the ticket.

• Determine # of outbound attempts and follow the decision matrix below.

IF:

THEN:

If there have been less than 5 outbound attempts

Arrange a Callback Commitment for Digital Welcome Checklist Outbound Support for the following business day.

Stop

If this is the 5^th attempt

Notify the installer of our inability to connect with the homeowner

Close EBH ticket

Stop

STEP

ACTION

1

• Adhere to outbound call time restrictions.

• Schedule a callback commitment in CXOne

• Enter a note with the following details:

  • Project Address

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

  • Homeowner’s Phone Number

  • Outcome of the call and attempt #

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

 Send Email screenshot

• Add the Installer’s email address in “Additional Recipients.”

• Add a Custom Note:

Hello,

We have not been able to speak with (homeowner name) to complete the required digital welcome checklist. Please contact the homeowner and advise them to call us at 833-830-0475 to complete the checklist. We are available every day of the week from 9am to 11pm Eastern Time.

Thank You,

(Agent name)

Question

Answer

Are you aware that by making larger or additional payments before the end of the 18^th month your account is active, the amount due for your subsequent monthly payments may be reduced?

Your solar financing payments are re-amortized once at month 18. If you make only the buydown payment (by month 18), your subsequent payments will be $X.XX. In addition to the buydown, if you choose to make extra or larger payments before month 18, your subsequent payments will be lower than $X.XX.

Your agreement states that if you choose not to exercise the buydown option and you pay by ACH, you will have 18 monthly payments of $X, 281 monthly payments of $X, and then 1 additional payment of $X. Is that correct?

Your solar financing payments are re-amortized once at month 18. If you make only the buydown payment (by month 18), your subsequent payments will be $X.XX. If you choose not to make a buydown payment, your payment will be $X.XX when the loan re-amortizes.

The annual percentage increase for your price per kilowatt hour is X%. Is that correct?

If the customer questions why the price is increasing yearly (PPA’s)

It’s simply how the pricing is structured. The escalator is similar to inflation. While circumstances differ utility by utility, generally speaking, energy prices have increased steadily over time. The difference with the PPA is you know exactly what your future rate will be as it is pre-negotiated and it is a modest [X.X]%.

Do you understand that you will have utility charges and may still have to purchase additional electricity from the utility?

Customers don’t understand why they might still have a utility bill

Peak electricity consumption generally happens in the late afternoon/evening hours, combined with the fact that your solar system only generates electricity during daylight hours. Therefore, unless you have battery storage and/or backup, you will need to pull electricity from the grid during other parts of the day in order to provide power to your home.

Return to SOP

STEP

ACTION

1

Passed Welcome Checklist

If the homeowner answers “YES” to all questions, that is considered a passed Welcome Checklist. Once the homeowner successfully passes the Welcome Checklist, the checklist will automatically be uploaded into the homeowner's job in Engine and the “Welcome Checklist Complete” item will be toggled.

Failed Welcome Checklist

If a homeowner answers “NO” to any of the questions on the checklist, it is considered a failed Welcome Checklist, and the homeowner will receive a message to contact EverBright’s support team. The checklist will be uploaded into the homeowner’s job in Engine and will indicate that it is a failed Welcome Checklist, and the “Welcome Checklist Complete” item will NOT be toggled.

If the homeowner is having that issue, try the following.

• Look at the dropdown in the upper righthand corner, where you see an "address". see if there is a dropdown option to select a different record there. If so, that other option may be the correct agreement that the customer wants to look at and complete the DWC for.

• Check the admin-side of MyEverBright for a customer who says their Early Access page looks incorrect. Cross reference that customer detail page in MyEverBright with the job in Engine. Specifically, look in engine for a previously signed contract on the job, and see if it's canceled. Looking at the "canceled" contract ID in engine, you can then press the "archive" button on MyEverBright associated with the agreement.