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Background:

Homeowners and installers can submit an inquiry via goeverbright.com or myeverbright.com. These inquiries flow through HubSpot and land in the appropriate Support queue: Installer or Homeowner. The following SOP shows how to handle these inquiries.

Installer inquires about joining EverBright

  • The associate should e-mail the business development representative (currently Mercedes Davis at Mercedes.Davis@goeverbright.com ) Please include all of the contact information from the form i.e. company name, contact name, e-mail address, phone number, etc.

Homeowner inquires about joining Everbright

  • Verify the state in the address section of the form. Current states serviced by EB are located in this spreadsheet in green EverOwn Tracking - Live States.xlsx

  • If the state is serviced by EverBright:

    • Reply to the customer:

    • “Hello (Customer name),

      Thank you for your interest in EverBright. We received your request and will be in contact soon.

      Thanks,”

    • Send a slack message to #everbright-sales with the homeowner’s address and ask them to provide the account manager for that area

    • E-mail the homeowner’s contact information to the account manager in their area and request that they locate an installer in proximity to the homeowner

      • To locate the account manager, follow this SOP

    • Once you receive a reply from the account manager update the homeowner:

    • “Hello [Customer name],

      Thank you for your interest in EverBright. We’ve located [Installer name] who is available to assist you in your area. Please contact them at [installer contact information]. Thank you and we look forward to serving you.”

  • If the state is not serviced by EverBright:

    • Reply to the customer with the following message:

    • “Hello [Customer name],

      Thank you for your interest in EverBright. I see that you listed your address in [City and State]. At this time, we do not service the state of [State]. We are excited to hear of your interest in EverBright and we hope to be able to serve you soon.

      Thanks,”

    • Request participants - homeowner’s email address

    • Request type - general inquiry

    • Resolution type - other

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