Sales Logistics

Below is a summary of all the different logistical steps that take place during the Sales Process Stages. This is provided to you for you to have more understanding of what goes on in the background in case something comes up during the Sales Process that you need help with.

The Survey

When homeowners are booked for a survey it is based on a time range. Our Survey Team will look at all of the surveys scheduled for the next day and settle on a route and the exact times for each one. Once the schedule is finalized, an automated email will be sent to the you + homeowner with the specific time of the survey. Both you and your manager are to make sure that the time the client is scheduled for the survey is in alignment with what was talked about when it was originally scheduled.

Surveyors are to arrive at survey no sooner than 10min before set time, no later than 45min after the set time. If Surveyor wants to arrive early or is going to be late, they must notify you for approval and you are to make sure the homeowner is good with it. 

If it’s raining the surveyor team will do what they can to make sure it still gets done. They will show up in person to confirm if it is still possible despite the rain. If it’s deemed unsafe to do the survey, you will be informed by the surveyor team. These cancellations are typically done the day of the survey as they are making their best effort to still make it go right. If the survey is cancelled, it does not get rescheduled to the next available date. You must work out with the homeowner the next best date and get it rescheduled.

It is always best practice to ensure the homeowner is home for the survey in order to avoid resurveys. Resurveys may occur if a surveyor is unable to access a subpanel or main service panel due to the homeowner being unavailable. The panel information is required for a design.

A survey generally takes 30 min - 1.5 hrs depending on the size of the home. Once a survey is complete, you will receive an email with brief survey notes on how it went within 2 hours of the survey.

Design

After a survey is conducted, a design should appear within 48 hours from the survey. The only time this may not occur is if the survey is on a Friday, as some design teams do not work weekends (Saturday & Sunday). It is best practice when you have a Survey occur on a Friday, to have the FC scheduled for Tuesday or later to ensure you get the design back in time. 

Once survey data is uploaded, the design team gets the data and constructs the most optimal design. There are a variety of design teams, so not all designs get kicked onto the same queue. This means that sometimes you will get a design back quicker for 1 client than another client due to 1 design team being on working hours, and another not. 

The most optimal design is composed of using the most exposed roof spaces, while also using as few roof spaces as possible (to account for aesthetic reasons). The first design, unless requested otherwise, will never provide greater than a 105% offset, generally aiming for 100% - 105%. If an additional panel would cause a design to go over 105%, but without that additional panel it is less than 100%, then the design team creates the latter. If you know that the client prefers a system larger, or smaller than the 105%, it is encouraged you request that design before the survey is completed in an effort to avoid multiple unnecessary redesigns.

Every time a redesign is requested, it utilizes time & resources from the design & backend team. Therefore, it is the manager's job to ensure reps aren’t asking for an unnecessary amount of redesigns. 

If a redesign is requested, it falls back into the design queue, and the timeline for receiving is within 48 hrs. With this in mind, designs may kick back quicker (same day) at times. 

Permitting

Once the FC form and NEM agreement are signed then it goes to Plan Set Phase. During the Plan Set Phase the account gets assigned to a specific installer. The installer will Cross-check the design that was submitted in the FC form to properly compile the permit pack. They will verify the electrical work and determine if a Main Panel Upgrade is needed. 

Install Scheduling

Once the Permit is delivered, the customer is finance approved and we confirm that the installer has the equipment needed to do an install, the customer's name will be added to the “ready to install list”. An Administrator will then contact the rep to schedule the installation if the homeowner is required to be home by the install partner. If the homeowner is not required to be home for the install the Administrator will schedule the install directly with the homeowner.