How to process financial product requests from a customer. Below are the different types of financial requests and how they should be handled.
1. New Non-Integrated Financial Products
- Requirements
- Do they have a Premium or Pro subscription? Only Premium and Pro accounts can request non-integrated financing
- Can we accommodate the product? We can model many financial products, but we cannot non-integrated PACE products. We can model leases, PPA's, pre-paid PPA's and many different types of loans.
- Do we have the information required to model the product? If it is a new product, ideally we will receive a rate sheet from the customer containing the product information. In lieu of a rate sheet, they will need to provide us with this information.
- Do we know which products they want to quote? We can configure as many products a customer can quote, but to expedite the process they should specify the products they want quoted if they give us a rate sheet.
- If the requirements have not been met:
- If they are a Basic account, let them know that is not eligible on their subscription plan, but they can contact their account manager if they are interested in an upgrade.
- If the requester wants a non-integrated PACE product, let them know we offer integrated PACE Funding, Renew, and soon Ygene, but we cannot model PACE products.
- If they do not have a rate sheet ask them to provide one, if they cannot provide it send them this article so we can get the information we need in order to model the product.
- If they provide a full rate sheet, but did not specify the products, ask them to specify the products they would like to quote, explaining it will expedite the process.
- After verifying the requirements have been fulfilled, please create a CS ticket. Instructions on how to create the ticket here and instructions on the assignee here. Always ask if they want dealer fees included, if not previously specified.
- Once the ticket is UAT (you can see ticket status under linked issues) communicate to the customer their request has been fulfilled and close the ticket.
2. Modifying Non-Integrated Financial Products
- Requirements
- Is the product an integrated finance product (Sunlight, Lifestyle, HDMC, PACE)? All of those changes need to come through the financier. If they are Renew, they can request to add a new product. If they are LoanPal, they can quote integrated LoanPal and non-integrated LoanPal. To determine which they are requesting, ask if run credit for LoanPal in Sighten.
- Is this an update or a new product? We can update dealer fees, but updating APR, contract-term or adding a promotional period might require a new product.
- If the requirements have not been met:
- If they are requesting a Sunlight, product update refer them to Sunlight using this process.
- If they are requesting updates to HDMC, Lifestyle, or PACE Funding please refer them to their support so they can discuss their pricing. Contact information can be found here.
- If the requester wants to update their Renew product, the configuration team can determine if one is possible through the API. If a customer wants to update their fees on LoanPal, this can be done on both integrated and non-integrated products.
- If they do not have a rate sheet ask them to provide one, if they cannot provide it send them this article so we can get the information we need in order to model the product.
- If they are asking for an edit, when it really should be a new product, please revert to collecting the information outlined above.
- After verifying the requirements have been fulfilled, please create a CS ticket. Instructions on how to create the ticket here and instructions on the assignee here. Always ask if they want dealer fees included, if not previously specified.
- Once the ticket is UAT (you can see ticket status under linked issues) communicate to the customer their request has been fulfilled and close the ticket.