How to handle Concert/Beam Customers

• Authenticate the customer and reference the following table to determine if a Concert/Beam customer: How to verify the type of customer and status

• Is the customer a Concert/Beam customer?

  • If yes, process to Step 2

  • If no, follow the appropriate SOP and Stop

• Status of job

• Reference the following table: How to verify the type of customer and status

• Escalation from Concert Customer Support

• Reference the following SOP: When and How to Escalate Complaints and Sensitive Concerns

• Unresponsive Installer

• Reference the following SOP: Installer Unresponsive to Homeowner or Support

• Concert/Beam Products

  • Concert Level Pay

  • Concert 12-3 Flex

• Reference the following SOP for more information: Payments and Amortization of EverBright Products

• Billing and Payments

• Reference the following SOP: Transferring calls to Launch/Account Servicing

• Maintenance

• Repairs

• Damages

• System outage

• Reference the following SOP: Customer System Maintenance/Monitoring/Access Troubleshooting

Was the caller’s concern(s) resolved?

• If yes, enter disposition notations and Stop

• If no, follow the appropriate SOP based on their additional concern(s)

Did you know that Beam is another software platform like Engine? We are financing specific Beam jobs with the relationship we used to have with Concert/Beam.

 What does this really mean? It means that all financing relating questions regarding a concert/beam customer is OUR responsibility. They are our homeowners for years (25+). 

 Do Beam/Concert Customers use Omnidian? They do NOT! These are similar to RICs in the fact we do not provide maintenance on them.

 How are they financed? Payments and Amortization of EverBright Products

 Where do I see them? Power BI ---> HO Dashboard ---> Beam. You can also log into the homeowners myeverbright portal to find Beam customers and their contracts  

 Can you transfer them to Omnidian? This is a Concert/Beam RIC customer. They do not use Omnidian.

 Okay, so we own the financing.... what if they have installation or installer complaints? Great Question!! These are ALL addressed with risk@greentechrenewables.com. Concert support (support@concertfin.com) IS NOT HOMEOWNER FACING. ALL requests will need to be resolved with risk@greentechrenewables.com. Additionally, risk will also NOT reach out to homeowners. EverBright is the liason between homeowners and risk@greentechrenewables.com and risk@greentechrenewables.com is the liason between us and the installer. Risk will reach out to a Concert Installer for us but not a homeowner. We should only communicate with the homeowner, not the installer, just homeowner and risk!

Determine the type of homeowner/contract using PowerBi Homeowner Dashboard using any of the following fields:

• EB (EverBright) Homeowner: Name, Phone#, H.O. Email, Sales Rep Email, Address, Contract ID

Open

• Beam/Concert Homeowner: Name, Email, Address, Beam Customer Phone#, Beam Contract ID

Open

Proceed to Step 2

• If EB (EverBright) Homeowner, proceed to Step 3

• If BEAM/Concert Homeowner, proceed to Step 4

1. Click on job link (Operations URL) located by scrolling right to the last column of the table:

2. You will be redirected to the Engine Platform EverBright to the Operation Tab:

Note: If you receive a blue box to the top right corner that “That workflow is not available” or as pictured below, be sure you are properly logged into Engine with the correct access selected. The following SOP is available: Engine and Onboard Access

3. Verify M3-System Activation

Example:

Example 1:

Example 2:

1. Review “Beam Subtask Inservicedate” and “Beam Current Status” fields

2. Verify M3-System Activation

• Beam Subtask Inservicedate is prior to today

• And Beam Current Stage is “Completed”

• Beam Subtask Inservicedate is NOT prior to today

• Beam Current Stage is NOT “Completed”