Background: EverBright partnered with CED/Concert/Beam to offer RIC Products to customers using their platform (Beam).

EverBright is the Financier and provides Customer Support, therefore; our contact information is listed on the agreement, As a result; customer support may receive calls from “Concert/Beam” customers after they have received their contract

If Beam customer contacts us requesting a copy of the HIC. Please be aware that Green Tech is no longer providing it

In this case, reach out to Colin Reed via Teams. Providing the Contract ID and Requesting the HIC
- Once you receive the HIC, you can share it with the customer

Even though EverBright ended the partnership with Concert, we are still handling on going jobs and assisting customers

Concert does NOT have customer-facing support team. so it is our responsability to act as the liaison between the customers and Concert

Risk will NOT reach out to Homeowners directly.

EverBright is the Liaison between homeowners and (risk@greentechrenewables.com)
Risk (risk@greentechrenewables.com) acts as the Liaison between EverBright and the Installer

Process:

Step	Action
1	Verify the customer’s identity using the Power BI Homeowner Dashboard. Use the following details: If you need instructions on how to verify the type of customer (Click Here)	For EverBright Homeowners: Name Phone Number Email Sales Rep Email Address, and Contract ID For Concert/Beam Homeowners: Name Email Address Beam Customer Phone Number Beam Contract ID.
2	What type of customer is it?	IF Beam/Concert Customer: Go to Step 3 EverBright’s Customer: Go to Step 4
3	For Beam/Concert customers proceed with the following actions based on the main concern	Job Status
		CLICK HERE Use the Power BI Homeowner Dashboard to verify the customer’s job status.
		Escalation from Concert Customer Support
		CLICK HERE Follow the SOP for handling escalations: "When and How to Escalate Complaints and Sensitive Concerns."
		Unresponsive Installer
		CLICK HERE Refer to the SOP for handling situations where an installer is unresponsive: "When and How to escalate Installer Complaints”
		Concert/Beam Products
		CLICK HERE For information on Concert Level Pay and Concert 12-3 Flex, refer to the SOP on payments: "Payments and Amortization of EverBright Products."
		Billing & Payments
		CLICK HERE For billing issues, refer to the SOP: "Transferring Calls to Launch/Account Servicing."
		Maintenance, Repairs and Damages
		CLICK HERE For system outages, repairs, or maintenance issues, refer to the SOP: "Customer System Maintenance/Monitoring/Access Troubleshooting."
4	Was the Caller’s Concern Resolved?	IF YES: Enter Disposition notes and Stop IF NOT: Follow the appropriate SOP based on their additional concerns

Frequently Asked Questions

What is Beam?	Beam is another software platform, similar to Engine, used to finance specific jobs under EverBright’s previous partnership with Concert.
How does this affect financing?	All financing-related questions for Concert/Beam customers are EverBright's responsibility.
Do Beam/Concert Customers use Omnidian?	No, they do not. These customers are similar to RICs, which means EverBright doesn’t provide maintenance for them.
How are Beam/Concert customers financed?	For detailed payment information, refer to this link.
Where can I find Beam/Concert customers?	You can find them in Power BI under the Homeowner Dashboard > Beam or in the homeowner’s MyEverBright portal.
Can I transfer them to Omnidian?	No, Beam/Concert customers do not use Omnidian.
What if they have installation or installer complaints?	All installation or installer complaints should be directed to risk@greentechrenewables.com. EverBright acts as the liaison between homeowners and risk@greentechrenewables.com, while risk acts as the liaison between us and the installer. We only communicate with homeowners, not installers.

How to verify the type of customer and Status:

Step	Action
1	Using Power BI Homeowner Dashboard, check the following customer fields:	EB (EverBright) Homeowner: Name Phone Number Homeowner’s Email Sales Rep Email Address EverBright Contract ID Beam/Concert Homeowner: Name Email Address Beam Customer Phone Number Beam Contract ID
2	Determine customer status	For EverBright Homeowners:
		CLICK HERE Click on the job link (Operations URL) found in the last column of the table. You will be redirected to the Engine Platform to the Operation Tab NOTE: If you receive a blue box to the top right corner that “The workflow is not available” or as pictured below, be sure you are properly logged into Engine with the correct access selected. You can use the following SOP as reference If M3 System Activation has been approved it will state “Approved” If M3 System Activation has NOT been approved it will state “Not Started” & “Tasks in Progress”
		For Beam/Concert Homeowners:
		CLICK HERE Review the field named as “Beam subtask Inservice Date” & “Beam Current Status” Fields M3 System Activation has been approved IF The Beam Subtask Inservice Date is prior to today And Beam current Stage is “Completed” M3 System Activation IS NOT Approved IF Beam Subtask Inservicedate is NOT prior to today Beam Current State is not “Completed”

How to handle Concert/Beam Customers

Process:

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Frequently Asked Questions

How to verify the type of customer and Status:

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