Service
Complete service process from issue identification to resolution
Service Issue Found
Even after a system has been installed and turned on, BHE provides service for our homeowners.
Once BHE is aware of a service issue, the account manager is transferred to a member of our service team.
#1 - Homeowner calls to inform us
When a customer calls in stating that their solar system is not working, we need to do our due diligence while on the line with them in order to find out if this information is correct.
First, we will put up their account in the CRM & ask to place them on a brief hold while we get their information pulled up.
Once the HO is on hold, we will pull up their SE monitoring site and confirm whether or not we are seeing production.
EX of SE showing production:
If we see that SE is showing production, we will pull up their production graph and confirm actual production is on par with it.
Once production has been confirmed good, we will pick up the phone and relay the information found to the homeowner.
If the homeowner has no further questions, we will ensure that they have access to their SE monitoring and production graph before letting them go.
If the homeowner is being combative and still upset, we will inquire to find out why they believe their system is not working. Most of the time, it is because they had a higher-than-normal payment to their utility company.
See "Utility Bill Issues" for information on how to go about this.
EX of no production
In this instance, we will want to confirm in their online utility account to confirm whether or not they are showing production there. (See following slides for steps on how to check.)
If production is shown in the utility, but not in SE, we will need to open a service ticket for a communications issue.
If there is no production shown in the utility, we will need to open a service ticket for a production issue.
For the HO, we will follow our Service Issue Found script, but instead of saying we are reaching out to inform them, we thank them for reaching out to inform us.
#2 - Our service team catches the issue
In this instance, the AM will receive a task to reach out and inform them of the service issue found.
We will call the homeowner and follow our Service Issue Found script.
How to Verify Production in Utility
APS:
Confirm we have the correct login listed in CRM
Use the credentials to login to the online portal
Once signed in, you will need to go to the "Usage" tab
Once this page has loaded, click "Energy To APS"
If there is production, it will look as shown:
If there is no production, here is what you will see:
SRP:
Confirm we have the correct login listed in CRM
Use the credentials to login to the online portal
Once signed in, you will need to go to the "Usage" tab
From there, you will go to "Generation"
This shows the system is producing!:
Service Follow Up
Depending on Manufacturer turn around times, as well as our service schedule, it can often take longer than 7BD to get HO's scheduled for a service appointment.
After 7BD's has passed, we will follow up with our service team to see where we are in the process if they have not noted any updates, as well as reach out to the homeowner with whatever update we may have.
Service Appointment
Once we receive any needed parts from the manufacturer and have received an appointment date from our service team, we will call the HO and follow our Service Appointment Scheduled script.
After the appointment has been completed, our service team should have results noted within 24 hours. Once the results have been noted, we will reach out to the HO following our Service Appointment Results script.