An installer is requesting that the homeowner be called to complete their WC.

• Can the welcome call be done digitally?

  • If yes, schedule a callback commitment in CXOne and resend the registration link to the homeowner.

  • If no, schedule a callback commitment in CXOne, and Execute Welcome Call.

A homeowner/cosigner is calling Support to complete their WC.

• Can the welcome call be done digitally?

  • If yes, advise the homeowner they should have received a registration link to complete the welcome checklist on the MyEverBright Portal, and resend the registration link to the homeowner.

  • If no, proceed to determine the language qualifications to execute a Welcome Call.

A homeowner/cosigner was transferred to the Welcome Call phone line by another Support Agent due to a failed digital checklist attempt.

• Execute Welcome Call

A support agent is ready to complete a callback commitment/perform an outbound call.

• Perform Outbound Welcome Call

An installer has completed a WC is requesting to have the recording uploaded on their behalf.

• Respond/Advise:

Hello,

Thank you for reaching out to EverBright! Unfortunately, we are not authorized to upload and attest a call on your behalf.

Welcome Calls must be uploaded to the platform by going to Operations > All Tasks > Welcome Call.

The welcome call must be uploaded as an audio file, then toggle the Attestation, and you will have completed uploading the welcome call.

Please contact us if you require further assistance. You may contact us at support@goeverbright.com or 833-830-0475 or Live Chat on the platform.

Thank you.

A person who is not the signee/cosigner is contacting Support to complete the WC.

Respond/Advise:

• English:

Unfortunately, a welcome call must be completed by a signee of the financial agreement. In the event the signee or co-signer is unable to complete the welcome call, a new workflow would need to be generated.

• Spanish:

Lamentablemente, el firmante del acuerdo financiero debe realizar una llamada de bienvenida. En caso de que el firmante o cofirmante no pueda completar la llamada de bienvenida, será necesario generar un nuevo flujo de trabajo.

• Capture the following information:

  • Project Address

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

  • Homeowner’s Phone Number

  • Homeowner’s Availability (4 Hour Time Window), including time zone.

• Go to Step 2

• Adhere to outbound call time restrictions.

• Schedule a callback commitment in CXOne

  • Enter a note with the details captured in the previous step.

• Go to Step 3

• Did the installer request come from email (Jira ticket)?

  • If yes, go to Step 4

  • If no, Stop.

• Update the Jira ticket:

  • Reporter: Installer’s Email

  • Request Type: Welcome Call

  • Label: Welcome Call

  • Support Channel: Email

  • Message:

• Close the ticket and Stop.

• Locate the job in Engine

• Select on the “Operations” Phase

• Select on M1

• If task displays “Welcome Checklist” instead of “Welcome Call,” the homeowner can complete this action via the MyEverBright portal.

• Return to SOP Overview

Screenshot - Locating A Job in Engine / WC Task

Open

STEP

1

• Log into CXOne

• Launch the MAX Softphone

Reference Image:

Open

• Enter the homeowner’s phone number.

• Select on Welcome Call OB skill.

• Go to Step 2

2

The homeowner answers the outbound call.

• Introduce yourself to the caller and advise the reason for the outreach:

English: Hello, this is (Representative Name) calling from EverBright. Am I speaking with (Customer Name)?

Spanish: “Hola, le habla (Representative Name) llamando de EverBright. ¿Estoy hablando con (Customer Name)?”

English: How are you today?

Spanish: ¿Cómo se encuentra en el día de hoy? 

English: We are calling to complete your Welcome Call.

Spanish: Le estamos llamando para completar su Llamada de Bienvenida 

English: The goal of this call is to ensure that you understand the details of your solar financing agreement.

Spanish: “El objetivo de esta llamada de bienvenida es para asegurar que usted ha entendido los detalles del acuerdo de financiamiento solar.”

• Go to 4

The homeowner does not answer the outbound call.

• If feasible, leave a voicemail:

• Record the outcome of the outbound attempt.

• Go to 3

3

If there have been less than 5 outbound attempts

• Schedule a new callback commitment for the following business day

• Stop

If this is the 5^th attempt

• Notify the installer of our inability to connect with the homeowner.

• Stop

4

• Determine if the customer qualifies to perform the Welcome Call

• Copy the Installer’s email address from the contract phase in the homeowner’s job.

• Navigate to Milestone 1 in the Operations phase of the customer’s job.

• Click on Welcome Call Status

• Click on Send Email

• Add the Installer's email address in “Additional Recipients.”

• Add a Custom Note:

• Request the caller’s full name and address.

• Confirm that the homeowner signed the financial agreement.

• Does the customer have their EverBright financial contract available to refer to during the call?

  • If yes, go to 2.

  • If no, offer to resend them a copy and go to 2.

• Inform the caller that the Welcome Call consists of asking a brief series of questions that will require definite affirmations (e.g., “YES”/”I AGREE”/”THAT IS CORRECT” or “NO”/”I DISAGREE”) and is to ensure that they understand the details of their solar financing agreement:

  • English: “The goal of this Welcome Call is to ensure that you understand the details of your solar financing agreement.

  • Spanish: “El objetivo de esta llamada de bienvenida es para asegurar que usted ha entendido los detalles del acuerdo de financiamiento solar” 

  • English: 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.”

  • Spanish: “Vamos entonces a comenzar el proceso. Las siguientes preguntas van a requerir una respuesta de si o no para poder proceder a la siguiente pregunta”  

• Locate the job in EverBright’s Engine Platform

• Locate the Welcome Call Checklist in EverBright’s Engine Platform

• Ask the questions exactly as listed on the Welcome Call Checklist

• Go to Step 3

3

Review the exception matrix below:

The phone number listed on the checklist is incorrect or needs to be updated.

• Repeat the WC question with the customer’s correct phone number.

• The Welcome Call is deemed passed.

• Update the phone number in EverBright’s Engine Platform

• Go to Step 4

The email address listed on the checklist is incorrect or needs to be updated.

• The Welcome Call is deemed failed.

• Go to Step 4

The name is misspelled or there’s a small address discrepancy.

• The Welcome Call is deemed passed.

• Go to Step 4

• Inform 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.

• Record the outcome of the call in CXOne

• Process Welcome Call

• Navigate to the Qualifications Phase

• Select the “Review Name and Address Information” Tab

• Under the “Legal Names” section, select the Edit Button and Edit the Phone Number

•  Select the Green checkmark to finalize the update.

• Continue Executing a Welcome Call

• Locate the Welcome Call audio file from CXOne

• Is the recording available for download?

  • If yes, go to 3

  • If no, go to 2

• Create a Jira ticket

  • Subject: 'Reminder to Upload WC - [Homeowner Name]’

  • Reporter: Yourself

  • Link to the job in Engine

  • Homeowner’s Name and Address

  • CXOne ID

  • Tag on-duty Homeowner Support team supervisors for awareness

  • Check the status of the recording every half hour through the end of your shift.

• Stop

• Upload the Welcome Call audio file to the customer’s job in EverBright’s Engine Platform

• Navigate to Milestone 1 in the Operations Phase of the customer’s Job.

• Click on the Welcome Call task.

• Toggle the attestation/welcome call checklist button to TRUE.

• Click the recording upload and upload the MP4 file to the platform.

• Go to 4

4

• Leave a comment on EverBright’s Engine Platform

• Navigate to the Operations Phase

• Select Welcome Call Task

• Select on the History tab.

• Select Public

• Input Comment Using the Matrix Below:

The customer passed the WC.

• Post Comment:

  • Welcome Call Completed – (Date Completed) (Your Initials)

• Go to 5

If customer passed the WC but there was a misspelling in the homeowner's name or small address discrepancy

• Post Comment:

  • Welcome Call Completed using the Original Welcome Call Checklist – (Date Complete) (Your Initials)

• Go to 5

The customer failed the WC.

• Post Comment:

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

• Go to 5

• Process a 2nd Failed Welcome call.

• Stop

5

• Email the homeowner’s installer.

• Copy the Installer’s email address from the contract phase in the homeowner’s job.

• Navigate to Milestone 1 in the Operations phase of the customer’s job.

• Click on Welcome Call Status

• Click on Send Email

• Add the Installer's email address in Additional Recipients

Add a Custom Note using the matrix below:

The customer passed the Welcome Call

Custom Note:

Hello,

Our Homeowner Support team has completed the requested Welcome Call for [Customer Name]. 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!

(Agent Name)

Stop

The customer passed the Welcome Call but there was a small misspelling in the homeowner’s name or address discrepancy.

Custom Note:

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 send an email to support@goeverbright.com.

Thank you,

(Agent name)

Stop

The customer failed the Welcome Call

Incorrect email

Custom Note:

Hello,

This email is to notify you that the Welcome Call for [customer name and address] was rejected due to the homeowner’s email address being incorrect. Please cancel the workflow, update the email address in the qualification phase, re-quote, and send the updated contract for signature. Please contact us if you have any questions at 833-830-0475 or send an email to support@goeverbright.com.

Thank you,

(Agent Name)

Stop

All Other Reasons

Custom Note:

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 send an email to support@goeverbright.com.

Thank you,

(Agent Name)

Stop

• The homeowner answers “NO” to a question that requires a “YES” to proceed.

• The email address on the WC checklist is incorrect or they are using someone else’s email address.

• The installer is coaching the homeowner in the background.

• The homeowner is unable to conduct the call as a result of an unsupported language type.

• The finance terms are incorrect.

• Leave a comment on the customer’s project:

  • Navigate to the Operations phase of the job.

  • Click on the Welcome Checklist task.

  • Select on History

  • Select Public Audience

  • Add Comment:

    • 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.

  • Click on the Comment button.

•  Select “Cancel Workflow”

• Select an appropriate Welcome Call disposition.

• Include a note with the following details:

  • [Inbound or Outbound] Welcome Call [Complete or Failed - Question # or Did Not Answer – Outbound Attempt #]

  • [Homeowner Name]

  • [Address]

•  Then go to, Processing a Passed or Failed Welcome Call

• Log in to DocuSign using your EverBright credentials.

• Select “Manage” found on the top banner.

• Select “Shared Envelopes” found on the left-hand menu section.

• Select the “EverBright Financing” radio button.

• Select “Sent” found on the left-hand menu section.

• Type the homeowner’s name into the search bar.

• Select the carrot menu to the right of the command.

• Select “Forward”

• Enter the homeowner’s name and email (can be found in the Contact phase in the EverBright Engine Platform)

• Select “Send” in the bottom right corner.

• Complete the Welcome Call

• Log into the EverBright Engine Platform using your credentials.

• Select the drop-down arrow and log in as:

• Organization: EverBright, LLC

• User: EverBright Admin

• Go to Step 2

• Navigate to Pipeline

• Input the customer's name or address.

•  Complete the Welcome Call

• Select Operations on the left-hand menu.

• Select the homeowner’s agreement.

• Select the “Welcome Call Checklist”

Homeowner is requesting to perform WC in English

Execute Welcome Call

Homeowner is requesting to perform WC in Spanish

Spanish-speaking Support agents go to Step 2

2

Homeowner is in Texas or California

Contract/Welcome Checklist is in Spanish

Execute Welcome Call

Contract/Welcome Checklist is NOT in Spanish

Go to Step 3

Homeowner is NOT in Texas or California

Advise the homeowner that we are unable to continue with the process and will reach out to their installer.

• Copy the Installer’s email address from the contract phase in the homeowner’s job.

• Navigate to Milestone 1 in the Operations phase of the customer’s job.

• Click on Welcome Call Status

• Click on Send Email

• Add the Installer's email address in Additional Recipients

• Add a Custom Note:

• Stop