Who all are involved in the customer Lifecycle Process?
Customer, Dealer, Sunnova and Utility,
Whose responsibility is it to educate a customer, design a system, create an agreement, obtain required permits, order equipment and install systems?
Dealer
Whose responsibility is it to complete Validation calls, receive and respond to emails with questions and requests, etc.
Teir 1 agents
Whose responsibility is it to support reviews for property qualifications, process cancellations and receives and responds to partner calls and emails?
Dealer Support
Define a LEAD.
A lead is a potential customer.
List the 3 functions related to LEADS.
Lead Person, Lead System and Lead Quote
What are the eligibility criteria's that a dealer needs to ensure a customer meets?
1. Minimum credit score (630) 2. Property must be residential 3. Customer must own the property
Dealers are able to run a Leads credit with a just a verbal authorization.
No, dealers need to email customers a Credit authorization Form and attain an electronic signature.
List the 5 concepts that are to be included within a proposal agreement made by a dealer.
Product type, Kwh/Monthly payment amount, Production amount, down payment amount and optional product features (escalator)
How long does it take for a system to be installed?
4-6 months from the contract signature to in-service date
What does SLA stand for?
Service level agreement
What is the cancellation timeframe for a customer to cancel their system at no cost to them?
Generally is 7 business days after the contract signature date.
List the different Project Stages.
Contract, NTP, Substantial and Final Stage
