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Processing EverBright New Partner Onboarding Requests

Processing EverBright New Partner Onboarding Requests

Owned by Rick Dubbs
Last updated: Apr 19, 2023 by Deanna Collia
2 min read

Note: These tickets are for installers NEW to both the platform and to EB products.

Important: Support can only process tickets originating from David Ellis' Onboarding team; i.e. if a request comes from an account manager, please have them loop in onboarding@goeverbright.com and submit the ticket according to process.

1. Onboarding form (ticket) will be sent directly to Support

  • The ticket will always have the subject, “EverBright - New Partner Onboarding”

  • The ticket will include the information required to setup the partnership including:

    • Installer name

    • Installer contact email

    • Installer’s EverBright account manager

2. Update the SS ticket

  • Update the ticket’s Organization field to the Installer name, from the form.

  • Add the organization’s account manager and David Ellis as a Watcher.

  • Set Reporter to onboarding@goeverbright.com

  • Set Request Type to Onboarding

  • Add Request Participants: allsales@goeverbright.com, Alice.Reeve@goeverbright.com, Tim.LoCascio@goeverbright.com, jordana.norring@goeverbright.com, and the organization’s account manager.

  • Use the Needs Configuration? Automation dropdown to select Integrated Finance

  • An initial response will be automatically sent to the customer - but since customer isn’t listed as reporter or as a request participant, the message should not be received by them.

3. Update the CS ticket (created by the automation)

4. Account is configured (by config team)

  • Configure the product in the account according to the instructions

  • When complete - the config team close the CS ticket

  • If any customer communication is needed (for example, not ready to launch in their state, etc.)

    • Tag the Account Manager and David Ellis in an internal comment and follow this SOP to escalate to the ticket to the Account Manager

    • Priority - High

Customers / Installers are not copied on onboarding tickets

5. Support will close the EB Onboarding ticket:

  • Add training@goeverbright.com, and @Marko Spasic as request participants

    • These EverBright employees will use this as a trigger for subsequent processes

  • Reply to customer:

Hello,

Configuration is complete, and the account is ready to launch. Please coordinate with [account manager] to schedule Onboarding training. [Account manager] please confirm all required documents have been submitted.

Regards,

  • Close the ticket (no need to wait 24 hours)