/
Welcome Call SOP - OLD PROCESS (will be archived)

Welcome Call SOP - OLD PROCESS (will be archived)

Owned by Deanna Collia
Last updated: Oct 23, 2023
14 min read

Overview: All homeowners are required complete a welcome call as part of the EverBright financing process. This call is completed after they sign the contract and is a requirement for Milestone 1 (M1) in the Operations phase. The following SOP outlines conducting and processing Inbound and Outbound Welcome Calls.

Note: The homeowner’s signature is the only one needed in order to complete the welcome call - it is OK if signatures are still pending for the installer and salesperson.

EverBright’s Deal Processing team audits these calls to identify possible fraud. Our intention is to make sure homeowners understand the legal agreement they signed with EverBright.

There are 3 ways to complete the welcome call.

1.) Installer can conduct the homeowner Welcome Call and upload it to the job

2.) Homeowners can call EverBright and complete the call with a support representative (inbound call)

3.) Installer can email support@myeverbright.com and request us to complete the call (outbound call)

 

Preparing for Welcome Calls

Log into the EB platform using your credentials.

Select the log in as feature from the dropdown menu

Log in to the EverBright LLC Org as EverBright Admin

Inbound Welcome Call

  • EverBright homeowners calls in to the Welcome Call support line (833-830-0475)

  • Currently, EverBright does not accept Welcome Calls in Spanish or 3rd party translations, except for Texas residents. If the homeowner is a Texas resident, refer to (insert Spanish Call SOP).

Script

“Currently, EverBright does not conduct welcome calls in Spanish. To move forward with your agreement, we would need to conduct your welcome call in English. Would you like to continue in English?”

  • Homeowner says yes: Proceed with Welcome Call

  • Homeowner does not understand: Connect the homeowner with a Spanish-speaking agent that can communicate the above script to the homeowner

  • Homeowner says no to conducting welcome call in English

  • Advise the homeowner that we are unable to continue with the process

  • E-mail their sales representative/ or contractor from the contract (instructions below)

Script:

"Hello - Thank you for calling EverBright. This is [agent name], how may I assist you today?"

“Thank you! I'd be happy to help you complete your welcome call. Do you have your EverBright financial contract available to refer to during our call?”

If the caller does not, resend them their DocuSign email - from there, they can retrieve their contract from DocuSign. This may take a few minutes.

 

  • Click “Shared Envelopes” from the menu on the left hand side.

 

  • Click the “EverBright Financing” Option. Then click the “Select” button.

 

  • Click “Sent” from the menu on the left-hand side.

 

  • Type the homeowner’s name into the search bar. Then, select the carrot menu to the right of the command. Click “Forward”.

 

  • Enter in the homeowner’s name and email (this can be found in the Contact phase of the project if needed). Click “Send” in the bottom right corner.

"So that I can pull up your account, please provide me your full name."

  • Navigate to pipeline - in the search bar, enter the homeowner’s name. Once you find the job, verify that the name and address matches the information provided by the homeowner

 

 

  • Verify that the name and address match the information provided by the homeowner

“Please verify the property address where the system is being installed.”

  • Pull up the Welcome Call checklist

“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.”

 

  • Read the questions directly from the homeowner’s contract page “Welcome Call Checklist” - Questions must be read exactly as how they appear in the contract.

  • If they don’t know where the contract ID # is, refer them to the upper right side of any page of their contract to find that number.

  • Homeowners should answer “YES” or “That is correct” or “I agree” or other acceptable affirmations to all questions.

  • If the following information is incorrect on the WC checklist:

    Phone number - 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.

    Other contact information - (misspelled name, address, unit number) the call can be deemed successful if the installer completes an NCCO.

Only Deal Processing is authorized to make updates to contact information when an NCCO is required. Agents will never make these changes themselves.

  • Email address- the call fails.  The installer would need to cancel the workflow, update the email address in qualification phase, and then they'd need to resign.

  • Once finished:

“Thank you, [Client’s Name]. That concludes the Welcome Call. We will notify your installer. We hope that you have a great rest of your day!”

  • Process the completed welcome call in MAX:

    • Leave a disposition, the name and address of the Homeowner:

      • Welcome Call Complete

      • Welcome Call Failed

Outbound Welcome Call Request (phone, chat, email)

Please see "Everbright - Call Time Restrictions" SOP when performing an Outbound Welcome Calls.

  • Installers can request a Welcome Call via phone, chat, or email. Collect the following information:

    • Project address

    • Homeowner’s Name as it appears on the agreement

    • Homeowner’s Phone Number

    • Homeowner’s availability for Welcome Call (4hr time window is preferable), including time zone

  • Update the ticket (create one if requested by phone)

    • Reporter: Installer’s email

    • Request Type: Welcome Call

    • Label: Welcome Call

    • Support Channel: Email and (Phone or Chat)

  • Schedule a call back commitment in CXone Scheduling a Commitment in CXonearchived

    • Leave a Note containing

      • Project address

      • Homeowner’s Name as it appears on the agreement

      • Homeowner’s Phone Number

      • Homeowner’s availability for Welcome Call (4hr time window is preferable), including time zone

 

Reply to the installer:

 

Hello (name of Contractor/Sales Rep),

We are confirming that EverBright Support will conduct the Welcome Call for (Homeowner, Date, time frame and time zone). Please ensure the homeowner has reviewed and understands the Welcome Call questions, which can be found near the back of their contract package. Ideally, the homeowner will have the list of the Welcome Call questions with them so they can follow along. If you have any questions, please don't hesitate to contact us. Hope you have a great rest of your day.

Outbound Welcome Calls

Please see "Everbright - Call Time Restrictions" SOP when performing an Outbound Welcome Calls.

  • Currently, EverBright does not accept Welcome Calls in Spanish or 3rd party translations, with the exception of Texas residents. If the homeowner is a Texas resident, refer to (insert Spanish Call SOP).

 

  • If the homeowner does not answer, leave a voicemail

 

Phone Script

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. Do you have your EverBright contract available to refer to during our call?

  • If the caller does not, resend them their DocuSign email - from there, they can retrieve their contract from DocuSign. This may take a few minutes.

Otherwise proceed:

Great!

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.

 

  • Read the questions directly from the homeowner’s contract page “Welcome Call Checklist” - Questions must be read exactly as how they appear in the contract.

  • If they don’t know where the contract ID # is, refer them to the upper right side of any page of their contract to find that number.

  • Homeowners should answer “YES” or “That is correct” or “I agree” or other acceptable affirmations to all questions.

  • If the following information is incorrect on the WC checklist:

    Phone number - 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.

    Other contact information - (misspelled name, address, unit number) the call can be deemed successful if the installer completes an NCCO.

Email address- the call fails.  The installer would need to cancel the workflow, update the email address in qualification phase, and then they'd need to resign.

  • Process the completed welcome call in MAX:

    • Leave a disposition, the name and address of the Homeowner:

      • OB Welcome Call No Answer

      • OB Welcome Call Complete

      • OB Welcome Call Failed

Processing Welcome Calls

Passed/Successful Calls

  • Open a new ticket in In Jira (if inbound welcome call) or update the existing ticket (if outbound welcome call), with the following fields:

    • Ticket Naming Convention: Inbound/Outbound Welcome Call - Org Name - Homeowner Name + Co-applicant name (If needed).

    • Description: Job Address

    • Reporter: Installer/Contractor’s email

    • Request Type: Welcome Call

    • Label: Welcome Call

    • Support Channel: Phone, Email

  • Select from the “EBH canned responses” field - Welcome Call complete - to send the installer a note

  • Refresh your browser prior to closing the ticket, otherwise the canned response won’t be saved and the customer will not receive the message.

    • If the response will not automatically populate, copy/paste the following response into a “Reply to Customer” and sign your name. Then click “Save”.

Hello,

Our Homeowner Support team has completed the requested Welcome Call. 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!

 

Failed/Unsuccessful Calls

 

  • 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.

  • Leave a comment in the customer’s project

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

  • Open a new or the existing ticket in In JIRA, and update the following fields:

    • Reporter: Installer/Contractor’s email

    • Request Type: Welcome Call

    • Label: Welcome Call

    • Support Channel: Phone, Email

  • Reply to the installer with details on the failed welcome call - i.e. which questions they answered incorrectly, or anything else notable about the call.

 

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 reply to this email.

Updating the homeowner’s phone number

If the homeowner’s phone number is incorrect, the WC can still be successfully completed, and the agent can update the information in the qualification phase to reflect the correct number.

Other updates (misspelled name, address, unit)

  • The Welcome call checklist does not update when an NCCO is generated.

  • Leave a note in the Milestone Feed within the project: “Welcome call completed using the original welcome call checklist”

  • Next, open a new or the existing ticket in JIRA with the following fields:

    • Reporter: Installer/Contractor’s email

    • Request Type: Welcome Call

    • Label: Welcome Call

    • Support Channel: Phone, Email

  • Write a note to the installer informing them that they need to complete a NCCO and update the homeowner’s information

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 reply to this email.

 

If an update to email address is needed

  • We will 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.

  • At this point, the EverBright Support Representative will leave a note within the Customer’s Project in EverBright. The note will read “The client failed the “Welcome Call” due to an incorrect email address, please cancel the workflow, update the email address in the qualification phase, re-quote, and re-sign the contract.”

  • Open a new or the existing ticket in In Jira and update the following fields:

    • Reporter: Installer/Contractor’s email

    • Request Type: Welcome Call

    • Label: Welcome Call

    • Support Channel: Phone, Email

  • Reply to the installer with details on the failed welcome call - i.e. which questions they answered incorrectly, or anything else notable about the call.

Hello,

This email is to notify you that the Welcome Call for [customer name and address] was rejected due to the homeowner’s email being incorrect. Please cancel the workflow, re-quote, and re-sign the contract.”

Please contact us if you have any questions at 833-830-0475 option 1 or reply to this email.

 

Unable to reach homeowner to conduct Welcome Call

  • The support agent will attempt to contact the homeowner to complete the welcome call every day for 5 business days. The agent will update the installer every two days with the attempts without contact.

  • If the homeowner does not answer on the 5th business day: E-mail the installer to advise the ticket will be closed if we do not complete the welcome call within 48 hours.

Reply to installer:

Hello (Installer name),

We have not been able to speak with (homeowner name) to complete the required welcome call. Please contact the homeowner and advise to call us at 833-830-0475 to complete the call. We will close this ticket if we are not able to conduct the call with the homeowner within 48 hours. We are available every day of the week from 9am to 11pm Eastern Time.

Thank You

Spanish Welcome Call Requests

(This does not apply to Texas residents!)

If the homeowner refuses to do the Welcome Call in English:

  • Advise the homeowner that we are unable to continue with the process

  • E-mail their sales representative/ or contractor from the contract (instructions below)

 

Hello (Sales Rep/ Installer name),

 

EverBright attempted to conduct the welcome call with (Homeowner name) today. We were unable to move forward with the process because the homeowner wants to conduct the call in Spanish. Since the contract is English, we are obligated to conduct the call in English. Please speak with homeowner about conducting the call in English and next steps.

Regards,