Background: EverBright partnered with CED/Concert/Beam to offer RIC Products to customers using their platform (Beam).

EverBright is the Financier and provides Customer Support, therefore; our contact information is listed on the agreement, As a result; customer support may receive calls from “Concert/Beam” customers after they have received their contract

If Beam customer contacts us requesting a copy of the HIC. Please be aware that Green Tech is no longer providing it

In this case, reach out to @Colin Reed via Teams. Providing the Contract ID and Requesting the HIC
- Once you receive the HIC, you can share it with the customer

Even though EverBright ended the partnership with Concert, we are still handling on going jobs and assisting customers

Concert does NOT have customer-facing support team. so it is our responsability to act as the liaison between the customers and Concert

Process:

Step	Action

Step	Action
1	Verify the customer’s identity using the Power BI Homeowner Dashboard. Use the following details:
2	What type of customer is it?	IF Beam/Concert Customer: Go to Step 3 EverBright’s Customer: Go to Step 4
3	For Beam/Concert customers proceed with the following actions based on the main concern	Job Status

		Escalation from Concert Customer Support

		Unresponsive Installer

		Concert/Beam Products

		Billing & Payments

		Maintenance, Repairs and Damages

4	Was the Caller’s Concern Resolved?	IF YES: Enter Disposition notes and Stop IF NOT: Follow the appropriate SOP based on their additional concerns

Frequently Asked Questions

What is Beam?	Beam is another software platform, similar to Engine, used to finance specific jobs under EverBright’s previous partnership with Concert.
How does this affect financing?	All financing-related questions for Concert/Beam customers are EverBright's responsibility.
Do Beam/Concert Customers use Omnidian?	No, they do not. These customers are similar to RICs, which means EverBright doesn’t provide maintenance for them.
How are Beam/Concert customers financed?	For detailed payment information, refer to this link.
Where can I find Beam/Concert customers?	You can find them in Power BI under the Homeowner Dashboard > Beam or in the homeowner’s MyEverBright portal.
Can I transfer them to Omnidian?	No, Beam/Concert customers do not use Omnidian.
What if they have installation or installer complaints?	All installation or installer complaints should be directed to risk@greentechrenewables.com. EverBright acts as the liaison between homeowners and risk@greentechrenewables.com, while risk acts as the liaison between us and the installer. We only communicate with homeowners, not installers.

How to verify the type of customer and Status:

Step	Action

Step	Action
1	Using Power BI Homeowner Dashboard, check the following customer fields:	EB (EverBright) Homeowner: Name Phone Number Homeowner’s Email Sales Rep Email Address EverBright Contract ID If the customer's information appears here, then it is an EB customer Beam/Concert Homeowner: Name Email Address Beam Customer Phone Number Beam Contract ID If the customer's information appears here, then it is a Beam/Concert customer
2	Determine customer status	For EverBright Homeowners:

		For Beam/Concert Homeowners:

Installer Knowledge Base

How to handle Concert/Beam Customers

Analytics

Process:

1

2

3

4

Frequently Asked Questions

How to verify the type of customer and Status:

1

2

Related content