How to handle Concert/Beam Customers

Background: EverBright has partnered with CED/Concert to offer RIC products to customers using their platform (Beam). EverBright is the financier and will provide customer support for homeowners as EverBright Customer Support’s contact information is listed on the agreement. Therefore, customer support may receive calls from Concert customers at any point after they receive their contract. EverBright ended this partnership last year, but EverBright is still having current jobs progressing, and helping customers with their issues. Concert does not have a customer-facing support team, as it is our responsibility to be that liaison.

Process Overview

Step	Action
1	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
2	CUSTOMER’S CONCERN	ACTION
	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
3	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)

How to verify the type of customer and status

Step	Action
1	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 Beam/Concert Homeowner: Name, Email, Address, Beam Customer Phone#, Beam Contract ID Proceed to Step 2
2	If EB (EverBright) Homeowner, proceed to Step 3 If BEAM/Concert Homeowner, proceed to Step 4
3	EB (EverBright) Homeowner Click on job link (Operations URL) located by scrolling right to the last column of the table:
	You will be redirected to the Engine Platform https://engine.goeverbright.com/ops/eccecbcb-fcc4-4869-8a53-934970ef33b3 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
	Verify M3-System Activation
	M3-System Activation: (Approved) Example:	Not M3-System Activation: (Not started, Tasks In Progress) Example 1: Example 2:
4	BEAM/Concert Homeowner Review “Beam Subtask Inservicedate” and “Beam Current Status” fields
	Verify M3-System Activation
	M3-System Activation: Beam Subtask Inservicedate is prior to today And Beam Current Stage is “Completed”		Not M3-System Activation: Beam Subtask Inservicedate is NOT prior to today Beam Current Stage is NOT “Completed”