Digital Welcome Checklist - beta launch

Background: EverBright’s Welcome Call has moved to a digital Welcome Checklist! Upon contract signing, the homeowner will receive an early access invitation email containing a link that will allow them to create their MyEverBright account and subsequently complete the Digital Welcome Checklist.

The Digital Welcome Checklist is live with the following installers:

1. LGCY Installation Services, LLC

2. Rooftop Power, LLC

3. North Valley Power

4. Guyou Construction, Inc

5. Solcius, LLC

• The homeowner will be required to:

  • Register for the MyEverBright portal

  • Complete and pass the digital Welcome Checklist

• If either of these tasks is not completed, support will receive a request to make an outbound call to the homeowner.

If the homeowner does not register for MyEverBright

If the homeowner does NOT register on the MyEverBright portal within 3 days, they will receive a reminder email to create an account.

• After 3 additional days, a second reminder will be sent to the homeowner AND support ticket is automatically created to track and follow up with the homeowner.

  • The agent will make an outbound attempt to contact the homeowner and walk them through creating their MyEverBright account.

• If the agent is able to connect with the homeowner and they have not registered:

Hello (homeowner name),

I am calling from EverBright support to discuss the email you received regarding registering for the MyEverBright portal to complete your Digital Welcome Checklist. The checklist is required to be completed to move forward with your solar project. I will be assisting you today with registering and discuss any questions you may have.

If the homeowner registered but did not complete the checklist

If the homeowner does NOT complete the 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 support ticket is automatically created to track and follow up with the homeowner.

  • The agent will make an outbound attempt to contact the homeowner.

• If the agent is able to connect with the homeowner and they have registered but did NOT complete the Welcome Checklist:

Hello (homeowner name),

I am calling from EverBright support because we noticed that you have registered for the MyEverBright portal, but you have not completed your Welcome Checklist. The checklist is required to be completed to move forward with your solar job. I will be assisting you today with locating your checklist and discuss any questions you may have.

Steps for the homeowner to create an account in the MyEverBright portal:

• Click the link to register.

• Create a password for MyEverBright log in.

• They are taken to the landing page for the agreement and DWC.

More info on helping the HO create an account and navigating to the DWC

When speaking with the homeowner, ask the homeowner to refer to the email they received from support@myeverbright.com titled ‘Welcome to EverBright! Complete these steps to move your solar project forward.’

1. Click on “Register Now”

Open

 

2. Register your account by creating a password – make sure it is something you will remember for the next step!

   1. Enter your password & Confirm your password

   2. Click “Create Account”

Open

 

3. Log in to MyEverBright by entering your email and newly created password.

4. Click “Log In”

5. This will take the homeowner to the landing page where they can complete the checklist by clicking ‘Complete Checklist’.

   1. The Homeowner will also be able to download a copy of their contract to refer to while completing the checklist.

Assisting the Homeowner in Creating an Account

Steps for the homeowner to create an account in the MyEverBright portal:

• Click the link to register.

• Create a password for MyEverBright log in.

• They are taken to the landing page for the agreement and DWC.

• They will click the DWC button.

You can now complete the Welcome Checklist. If you have any questions or need additional assistance, please reach out to EverBright support.

Have a great day!

• The homeowner will then complete the welcome checklist.

If the homeowner asks why the agent cannot stay on the phone with them during the checklist:

A requirement of completing the checklist is you certify that you completed the checklist on your own.

Contacting the customer to complete the Digital Welcome Checklist

If the agent is able to connect with the homeowner:

Hello, this is (agent name) calling from EverBright. Am I speaking with (Customer Name)? How are you today? I see that you registered for the MyEverBright portal but have not completed your Digital Welcome Checklist. The checklist is required to be completed in order to move forward with your project. Can I assist you in navigating to the checklist so that you can complete it?

• The agent should direct the homeowner to their MyEverBright portal where they can complete the welcome checklist.

• If the homeowner has not created their MyEverBright account log in, follow the ‘Assisting the Homeowner in Creating an Account’ instructions above.

Unable to reach the homeowner to complete the Welcome Checklist

If the agent is unable to connect with the homeowner, leave a voice message (if applicable).

Hi (customer name) this is (agent's name) from EverBright Homeowner Support. We are calling to provide assistance on how to complete your Welcome Checklist.  Please give us a call back at 833-830-0475.  We are open every day from 6am to 8pm Pacific Time. We look forward to hearing from you - and welcome to EverBright!

• Note in the ticket if you were able or unable to leave a voice message and the next time you will be contacting the homeowner.

• Add the ‘DWC’ label to the ticket.

• The support agent will attempt to contact the homeowner to complete the welcome checklist every day for 5 business days.

• Schedule a call back commitment in CXone after each call of attempting to reach homeowner. Scheduling a Commitment in CXonearchived

  • Leave a Note containing:

    • Project address

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

    • Homeowner’s Phone Number

    • Number of attempted calls to homeowner

• If the homeowner does not answer on the 5th business day, send an email to the installer:

  • Copy the installer’s email address from the contract phase of the homeowner’s job.

  • Navigate to M1 in the Qualification phase.

  • Click on Welcome Call Status.

  • Click on Send Email.

• Add Installer's email in Additional Recipients

• Add a Custom Note:

Hello,

(homeowner name) has not (Registered for MyEverBright and/or completed the required welcome checklist). We have attempted to contact the homeowner several times and have been unsuccessful. Please contact the homeowner and advise them to complete the required tasks in order to move the project forward. The homeowner can call us at 833-830-0475 with any questions. We are available every day of the week from 9am to 11pm Eastern Time.

Thank You,

(Agent name)

• At this point, the homeowner ticket can be closed.

  • Leave an internal comment in the ticket notating that the installer was informed.

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 account in Engine.

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 homeowners account in Engine and will indicate that it is a failed Welcome Checklist.

• The ‘Welcome Checklist Complete’ toggle will not be clicked for a failed Welcome Checklist.

• If the homeowner does not contact EverBright support the same day of failing the Welcome Checklist, the next day a homeowner support ticket will automatically be created to track and follow up with the homeowner.

• A homeowner support agent will then contact the homeowner by phone to follow up and discuss the questions the H/O answered ‘no’.

  • Navigate to the homeowner’s job in Engine and pull up the Welcome Checklist.

Hi (customer name) this is (agent's name) from EverBright Homeowner Support. I am calling to discuss the questions on your 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.

In a Fail Scenario, the agent must clarify the key points of the homeowner’s agreement with the homeowner. The agent will be able to view the questions the homeowner answered ‘No’ by clicking on the ‘Welcome Checklist Upload’ UTC link.

• After discussing the failed questions with the homeowner, the homeowner support agent will then transfer the homeowner back to the Welcome Call phone line Transferring a Call in CXonearchived.

• A homeowner support agent will then complete a traditional Welcome Call Welcome Call SOP - Enginearchived

• Once the Welcome Call has been completed, the agent will upload the passed welcome call into Engine per the Welcome Call SOP Downloading Welcome Call audio files in CXonearchived.

  • The Welcome Call file will be uploaded to the Welcome Checklist task in Engine.

• Additionally, the agent must manually click the ‘Welcome Checklist Complete’ toggle for the workflow to be submitted for approval.

If the agent is unable to connect with the homeowner, leave a voice message (if applicable).

Hi (customer name) this is (agent's name) from EverBright Homeowner Support. We are calling to conduct your Welcome Call.  Please give us a call back at 833-830-0475.  We are open every day from 6am to 8pm Pacific Time. We look forward to hearing from you - and welcome to EverBright!

• Note in the ticket if you were able or unable to leave a voice message and the next time you will be contacting the homeowner.

• Add the ‘DWC’ label to the ticket.

• The support agent will attempt to contact the homeowner to complete the welcome checklist every day for 5 business days.

• Schedule a call back commitment in CXone after each call of attempting to reach homeowner. Scheduling a Commitment in CXonearchived

  • Leave a Note containing:

    • Job Link

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

    • Homeowner’s Phone Number

    • Number of attempted calls to homeowner

• If the homeowner does not answer on the 5th business day, email the installer:

  • Copy the installer’s email address from the contract phase of the homeowner’s job.

  • Navigate to M1 in the Qualification phase.

  • Click on Welcome Call Status.

  • Click on Send Email.

• Add Installer's email in Additional Recipients

• Add a Custom Note:

Hello,

(homeowner name) failed the Digital Welcome Checklist. We have made several unsuccessful attempts to contact the homeowner. Please reach out to the homeowner and advise them call Support at 833-830-0475 to review the checklist and complete a Welcome Call. We are available every day of the week from 9am to 11pm Eastern Time.

Thank You,

(Agent name)

• The agent can then close the Jira ticket.

Failed Welcome Call (after a failed welcome checklist)

If the homeowner fails the welcome call:

• Advise the homeowner that we are unable to complete the Welcome Call.

• Leave a public comment in the customer’s project:

“The Welcome Checklist and the Welcome Call for [customer name and address] was rejected for the following question, [question(s) that failed]. The job will be cancelled.”

• Navigate to the Operations phase of the customer’s job.

• Click on the Welcome Checklist task.

• Click the History button.

• Select Public audience.

• Add the comment.

• Click comment to post the comment.

•  The agent will then click the ‘Cancel Workflow’ button.

FAQs

Q: Will the installer have visibility into the status of the Welcome Checklist?

A: Yes - the Welcome Checklist task and its subtasks will be read-only for the installers - so they will be able to open up the welcome checklist upload document and see the answers but will not be permitted to upload to the subtask or switch the toggle for the Welcome Checklist complete subtask.

Q: Will the Checklist script be shown in Spanish?

A: Yes - based on the language selected to complete the contract in the EverBright platform, the checklist questions can be translated and shown to the user in Spanish. They will always be shown in Spanish in this case - even if the browser setting is set to English.

Q: How many attempts at the Welcome Checklist are allowed?

A: 1 total attempt per contract. If there are cosigners, only one submission is accepted.

Q: If there is a cosigner, do both signers need to pass the Welcome Checklist/call?

A: No, only one passed Checklist/call is required in order to move forward in M1.

Q: Will ‘in-flight’ jobs transition to the Digital Welcome Checklist?

A: No. After enabling the feature, newly generated contracts will receive the Digital Welcome Checklist experience. ‘In-Flight’ jobs will continue with the existing experience.

Commonly Failed DWC Questions

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

A: 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. 

Q: 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?

A: 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.

Q: 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)

A: 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]%.

Q: 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

A: 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.