Background: As of 10/17/2024 Better Earth and its affiliates are no longer able to quote on the platform, so this article is intended to clarify how to handle inquiries related to Better Earth
Support agents are NOT authorized to reach out to Better Earth on behalf of homeowners or Sales Representatives
Do NOT create “Sales” Case Assignments in Salesforce related to Better Earth
If Sales Representative is contacting us from Better Earth:
Refer them back to their Better Earth administrator directly
Do NOT refer to the Account Manager
If Homeowner is Contacting us for Better Earth:
If a Homeowner is complaining about Delays with Better Earth:
Refer the Homeowner back to Better Earth
Reassure the homeowner with the following statement:
“We are working closely with Better Earth to progress your job as quickly as possible”
If a Homeowner is complaining about Damages or Fraud:
Create a Case in the system to document the complaint
Refer the Homeowner to the Escalated contact within Better Earth for resolution